Comm331
Short Report Essay
How the bank employee can use the five dimensions of service to improve customers' perceptions about the quality of the bank's service?
Summary
This report was commissioned to develop the bank’s employee that can use the five dimensions of service to improve their customers’ perceptions about the quality of the banks’ service.
The research draws attention how the five dimensions can be developed the customer service of bank. These five dimensions are reliability, assurance, tangibles, empathy and responsiveness.
Reliability
This is the ability to perform the promised service dependably and accurately. It is introduced into bank’s service that the bank must accurate on the bank statement such as billing and personal record keeping.
Assurance
This is the knowledge and courtesy of employees and their ability to inspire trust and confidence. On bank service, the bank name and reputation is also can be the evaluation criteria of customer perception. By their name, they are able to give trust to customer so that the employee needs to appeal how their bank is well known on bank industry. Also the bank employee required to improve and highly trained their knowledge and skills as a financial adviser.
Tangibles
This is physical facilities, equipment, and appearance of personnel. In the bank, the appearance of service personnel and physical facilities are required to improve that the employee of each counter keep clean and professional looking office and well-dressed. Likewise, to change uniform colour in green and blue can give the ‘trust’ perception to customers.
Empathy
This is caring, individualized attention the firm provides its customers. The bank employee should acknowledge and analyse the financial status of clients as a person, so that the employee can advise the right plan of banking and investing to customer.
Responsiveness
This is willingness to help customers and provide prompt service. For this, the bank should
How the bank employee can use the five dimensions of service to improve customers' perceptions about the quality of the bank's service?
Summary
This report was commissioned to develop the bank’s employee that can use the five dimensions of service to improve their customers’ perceptions about the quality of the banks’ service.
The research draws attention how the five dimensions can be developed the customer service of bank. These five dimensions are reliability, assurance, tangibles, empathy and responsiveness.
Reliability
This is the ability to perform the promised service dependably and accurately. It is introduced into bank’s service that the bank must accurate on the bank statement such as billing and personal record keeping.
Assurance
This is the knowledge and courtesy of employees and their ability to inspire trust and confidence. On bank service, the bank name and reputation is also can be the evaluation criteria of customer perception. By their name, they are able to give trust to customer so that the employee needs to appeal how their bank is well known on bank industry. Also the bank employee required to improve and highly trained their knowledge and skills as a financial adviser.
Tangibles
This is physical facilities, equipment, and appearance of personnel. In the bank, the appearance of service personnel and physical facilities are required to improve that the employee of each counter keep clean and professional looking office and well-dressed. Likewise, to change uniform colour in green and blue can give the ‘trust’ perception to customers.
Empathy
This is caring, individualized attention the firm provides its customers. The bank employee should acknowledge and analyse the financial status of clients as a person, so that the employee can advise the right plan of banking and investing to customer.
Responsiveness
This is willingness to help customers and provide prompt service. For this, the bank should