Yes / Banks seem to be one of the most business that are really interested in such systems to provide their customers better services as well as to enhance their effectiveness and efficiency. However, the successful implementation of Mobile banking largely depends on the extent of how much customers are fully motivated to adopt it. In fact, over the Jordanian context, the adoption rate of mobile banking is very low and quite few studies that have examined the related issues of mobile banking. Thus, the purpose of this study is to investigate the factors influencing behavioural intention and adoption of Mobile banking by customers of Jordanian banks. The proposed model has assimilated factors from the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) along with trust. Data was collected by conducting a field survey questionnaire completed by 343 participants. The results mainly showed that behavioural intention is significantly and positively influenced by performance expectancy, effort expectancy, hedonic motivation, price value and trust. This study also looking forward to providing the Jordanian banks with applicable guidelines for effectively implementing and designing Mobile banking. Furthermore, research limitations and future directions will be discussed further in the last section.

Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.

¡iABSTRACT¡j Three internal fixed network companies started operations one after another in July, 2001. Instantly, telecommunication market is running into a state of intense competition in our country. Besides comparing with each company's price and the quality of product, customers also take the services into consideration. It is thus important to attract customers by conducting the cost and the services for telecommunication companies. That means, it is important to find the differences between products and the services. Thus, to remain a good relationship with customers is indispensable for a successful business. ¡§Call Center¡¨ is the key of the service. According the research, the operational efficacy of the service department is growing quickly. The growing domain is not only increasing the limit but also increasing the content. Thus, the business managers must have different views about their agents. The agents are no more low human resources. A good agent will benefit a focal point of strategic market by training. Call center will be from a ¡uCost Center¡vto a ¡uProfit Center¡v. Besides transmitting to the customers the ideas of the company, the products, the services and the operating ideals, the agents are also the moment of key point between the company and the customers. It needs to go with officials and managers, if an agent wants the customers to feel satisfied. To create the best values and products, the other personnel must help the agents. This research is an exploration, take company A as an example, of the moment of quality of inbound operation that customers call for telecommunication's Call Center with internal customers¡¦ viewpoints and external customers¡¦ suggestions of quality. To do a deeper constructional exploration systematically what kind of serviceable quality does customers need, this research utilizes the technique of QFD (quality Function Deployment) and found: First, customers request the quality of voice (external metrics). The important items are to handle questions correctly, answering rate, and the ability to solve problems. Second, the important items of service quality (internal metrics) include average handling time, percentage of calls handle on the first calls, the capability of solution, percentage of abandonment, and the ability of specializing knowledge. Third, functions of supportive system that effect on the servicing quality (concerning metrics). There are eight important items about it. It Includes the investigation of customer satisfaction, thrust out promote activity, setting up the evaluation of servicing quality, productivity of agents, handling of current working situation, setting up the objective and the measuring standard of servicing quality, thinking highly of call center, and handling of the unexpectedly events. According the documents and the operating system of call center and to promote the service quality, it offers suggestions of the operating system and methods to improve the countermeasure of management. It proves the crucial point of importance of total service systems.

In order to gain more profit and be superior to others in an environment full of intense competitions, enterprises nowadays not only have to maintain the original product quality, price, and sale passageways but also need to enhance the service quality, in an attempt to increase customers¡¦ satisfaction degree and faithfulness degree. According to the newly published ISO 9001: 2000 Customer Satisfaction Management Structure, the priority in the operating system of quality management has become customers. As a result, one of a manager¡¦s responsibilities now includes emphasizing customers¡¦ relationship management and utilizing operating strategies, which customers are satisfied. The research, which consists of China Steel Chemical Corporation¡¦s new version of ISO 9001: 2000 Customer Satisfaction Management Structure, results from the collected references and information regarding customers¡¦ satisfaction degree, along with customers¡¦ opinions obtained from thorough meetings. It analyzes certain key factors affecting customers¡¦ satisfaction degree. The research-investigating subject is all the customers, who have purchased or used the products and enjoyed the service of China Steel Chemical Corporation during the time period from April 1st, 2002 to March 31st, 2003. Survey questionnaires are also examined to measure the customers¡¦ satisfaction level, so as to evaluate the entire quality of a series of coal tar products. In the meanwhile, in order to assist China Steel Chemical Corporation to meet the standards of ISO 9001: 2000 Customer Satisfaction Management Structure, procedures, which are deliberately used for estimating the customers¡¦ satisfaction degree index, are also established. The study eventually analyzes the relationship between the total quality of the coal tar products and the customers¡¦ satisfaction degree and the correlation between the customers¡¦ satisfaction degree and faithfulness degree. Following the construction of a scale measurement, the research discovers that the entire quality of the coal tar industry products is composed of the service quality and the original product quality, which includes products, sales, prices, communications, and product deliveries. Accordingly, the higher the entire quality of the products is, the higher the customers¡¦ satisfaction degree becomes. Moreover, the study also finds out that the higher customers¡¦ satisfaction degree significantly indicates the higher customers¡¦ faithfulness degree, for the customers will be more willing to purchase the products again as well as recommend others to buy the products. In addition, after developing the procedures to assess the product quality of the coal tar industry from a variety of aspects, the research reveals that by simply consulting the handy evaluation procedures, a manager will be able to come up with other suitable ways to resolve the customers¡¦ complaints as well as improve the product and service quality. The established system that combines information of the product quality and the customers¡¦ satisfaction degree, can effectively and completely reflect the customers¡¦ feedbacks. Thus, it indeed provides enterprises with valuable references in the process of improving the entire product quality efficiently. ¡iKey Words¡j: coal tar, customers¡¦ satisfaction degree, Customer Satisfaction Management Structure, service quality, customers¡¦ faithfulness degree

The topic of this diploma thesis is Customers relationship management in the wholesale. The main aim of this theses is to analyze approaches and trends in management, including evaluation outcomes of competitiva offers from perspective of customers. The second aim is to design arrangements and management approaches to improve the future.

The main topic of this thesis is to study the connection between Service Supply Chain Management (SSCM) and Customer Satisfaction (CS). The study is based on the factors of SSCM for receiving CS and its implementation.One of the major contributions to the connection between SSCM and CS has been the awareness to flexibly and efficiently manage logistics and deliver to the end user in time and at the same to achieve an increased brand image/reputation for the company. SSCM is an essential part of a company's inventory management and it's supply chain. On the other hand, CS is an integral part of a business as making consumers content and meeting their requirements is crucial for a business' survival. SSCM and CS are inextricably linked.In this thesis, Walmart has been used as the case for the authors to carry out the research. Because of the unique feature of the Chinese retail market, the Chinese retail market has been also discussed as the business background of Walmart. The first-hand data has been offered from interview by E-mail and social website to the staff of Walmart and 90 feedbacks of questionnaire. The literature review and qualitative analysis have been used to analyze the case for research. The importance of SSCM in dealing with CS and its implementation has been explored in this thesis.

Pasibaigus ekonomikos nuosmukiui didžioji dalis organizacijų yra priverstos keisti savo veiklos modelius, komunikacijos strategijas bei ieškoti naujų komunikacijos išraiškos būdų, kad pasiektų tikslinį vartotoją jam priimtinais kanalais. Keistis kartu su besikeičiančia aplinka yra svarbu, nes išgyvenusių tokį stiprų ir reikšmingą ekonomikos nuosmukį vartotojų, konkurentų, tiekėjų ir netgi savos organizacijos darbuotojų lūkesčiai ir elgsena yra tiek pasikeitusi, tad svarbu tas ypatybes numatyti ir stengtis prisitaikyti prie naujų iššūkių ir galimybių. Šio darbo tikslas yra pateikti konkrečius pasiūlymus ir rekomendacijas, kurių pagalba būtų galima pagerinti AB SEB banko komunikaciją su vartotojais ekonomikos atsigavimo laikotarpiu. Šiame darbe pirmiausia pristatoma mokslinėje literatūroje pateikta integruotos marketingo komunikacijos sampratos genezė bei priemonės. Taip pat palyginami integruotos marketingo komunikacijos skirtumai ekonomikos nuosmukio metu ir po jo. Antroje darbo dalyje pristatomas didžiausias komercinis bankas Lietuvoje - AB SEB bankas. Analizuojant interviu, antrinių informacijos šaltinių ir anketinės apklausos metu gautus duomenis, aptariama AB SEB banko naudojama integruota marketingo komunikacija ekonomikos nuosmukio metu ir po jo. Galiausiai įvertinus tyrimo metu gautus duomenis, pasiūlomos koreguojančios priemonės, reikalingos norint pritaikyti AB SEB banko komunikaciją prie pasikeitusios ekonominės aplinkos. / After the economic downturn is over most organizations are forced to change their business models, communication strategies and to look forward for new ways of communication expressions she could reach target consumers through the channels which are acceptable to them. To change step by step with changing economic environment is important because after surviving such a powerful and significant economic downturn consumers, competitors, suppliers and even organizations’ employees expectations and behaviour has changed a lot so it is important to predict these points and try to adapt to new challenges and opportunities. The purpose of this paper is to make proposals and recommendations which could help to improve SEB Bank’s communications with its consumers during the economic recovery. In this study I overlook at the integrated marketing communication tools and concept genesis which are presented in scientific literature. Also I compare differences between integrated marketing communication during an economic downturn and after. In the second part of this study I‘m representing the biggest commercial bank in Lithuania – AB SEB bank. The second part contains of analysis of scientific literature and findings which are received after making questionnaire surveys. Finally, after evaluating the findings of the study, some offers which are needed to adapt SEB Bank’s communication to the changed economic environment are proposed.

Thesis (MBA.) --University of Limpopo, 2017 / The research was qualitative, where groups of restaurants managers/owners were interviewed in the three Polokwane Malls namely Limpopo Mall, Savannah Mall and Mall of the North. The purpose of the interviews was to find out what customers complain about in restaurants. To find how the customers in restaurants lodge their complaints; how the businesses deal with complaints; how customers bring forth their complaints in different ways; and to identify which groups complain the most. Further, to find out how restaurant owners handle customer complaints and to whom customers lodge those complaints, and the ways which restaurants use to respond to the customers’ complaints. The research results show that restaurant customers complain mostly verbally to the managers. Females are the ones complaining more than their male counterparts. Levels of education make no difference to how customers complain. Waiters need to render quality service as product knowledge is not the only product customers prefer; they actually value service more. The study recommends that restaurants need to pay careful attention to services such as a clean eating area to avoid complaints as most complaints come about this area; verbal and nonverbal skills of employees should be developed in order to avoid complaints from customers. Managers should be equipped to handle customers’ complaints as they are the people to whom such complaints are addressed and waiters/waitress should be made aware that customers are important and their complaints are always valued in the business in order to improve service

<p>Title: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden</p><p>Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?</p><p>Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.</p><p>Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.</p><p>Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.</p> / Tobias Eltebrandt

<p><p><strong>Title:</strong> The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.</p><p><strong>Problem Statement: </strong>How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?<strong> </strong></p><p><strong>Purpose: </strong>The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.<strong></strong></p><p><strong>Theory and Method: </strong>The research is based on the quantitative approach in the form of questionnaires.  The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.</p><p><strong>Conclusion: </strong>From elaborate results of the distributed questionnaires,<strong> </strong>Thai customers<strong> </strong>are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.</p></p> / Tobias Eltebrandt