...all related to its field and purpose. Banks usually provide its customer intangible services rather than a tangible product; which makes the measurement process of the quality of the provided service is very difficult and complicated due to the nature of services. One of the main criteria to judge the quality of the service is to measure the provided service from the customer’s point of view; this point of view could be presented by the customer’s satisfaction percent. That is why all banks are always looking for new and innovative ways in providing its services to customers and to achieve their satisfaction. This research has been conducted to discuss an important issue that occurs within one of the largest and oldest banks in the United Arab Emirates. It talks about the National Bank of Abu Dhabi (NBAD) and specifically covers the Waiting Time issue and it highlights its impact on the customers’ satisfaction. National Bank of Abu Dhabi conducts continuous customer satisfaction survey to ensure the customers’ satisfaction about its provided service and to identify their needs and expectations. Although the customer satisfaction was in a progressive increasing, the waiting time was always the lowest among the rest of criteria. Improving customer satisfaction in regards to the waiting time could be a challenge for the bank due to the diversity of its provided services and its delivery channels. This required us to look into the bank’s processes and to make a benchmarking...
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...STARBUCKS: DELIVERING CUSTOMER SERVICE In 1992 Starbucks vision was to become the “Third Place” (home, work and then Starbucks). The value proposition was based on high quality coffee, high service standards and customer intimacy all offered in a relaxed and comfortable atmosphere. The positioning was meant to appeal to a niche market of highly educated affluent customers predominantly female between the ages of 24-44 years. Starbucks did not have a dedicated marketing strategy, but the function was performed by three separate groups with little coordination. In the words of Chistine Day everybody had to perform marketing as part of their job. This meant that they weren’t strategic in their approach and while they were hugely successful over the next decade, by 2002 there were some widening gaps between Starbucks vision and their market survey results. Christine Day realized they had failed in terms of “customer intimacy”; their customer base had changed, yet they hadn’t realized this. Additionally their service level had fallen, with a concurrent increase in the technical and rigorous demands of the barista’s job. The entry strategy into China similarly positioned Starbucks as an elite and ubiquitous brand. In the east and particularly in China, status is an integral part of the culture. Starbucks positioning would therefore appeal to the burgeoning masses of young well educated and affluent class of Chinese society. This market segment had growing purchasing power and an...
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...Contract on Public Service Delivery in Kenya: Study of Registration of Persons Kericho District 1. Thomas Gekonde School of Law Mount Kenya University, P.O Box 2591, Eldoret-Kenya Tel: +254 721 206 387, Email: t.gekonde@yahoo.com 2. Dr Pamela Ochieng, Associate Dean Mount Kenya University School of Post Graduate Studies, P.O. Box 2591, Eldoret, Kenya. Tel: + 254 722 577 037, Email: pamco23@yahoo.com 3. Professor Elim Lokapel Principal Mount Kenya University, P O. Box 2591, Eldoret, Kenya Tel: + 254 728-885-012, Email: elokapel@yahoo.com Abstract The study sought to investigate on the influence of performance contract on public service delivery in Kenya with specific reference to the department of registration of person in Kericho District using 2011 – 2012 public service delivery period as the base line. The study adopted a descriptive research design on a sample size of 222 respondents who were identified and selected through purposive and random convenient sampling techniques from a target population of 2040 respondents. Data collection was done by use of questionnaires as well as observation schedules. Collected data was sorted, cleaned, coded and analyzed by the aid of statistical package of social scientist programme (SPSS). Study findings were contently analyzed and presented in form of tables and figures. Based on the study findings, it was concluded that performance contract had positive influence on public service delivery as a tool of customer...
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...ANALYSIS OF THE EFFECTS OF A SERVICE CHARTER ON SERVICE DELIVERY DECLARATION DEDICATION I wish to dedicate this work to my wife Grace, children Jedidiah, Emmanuel and Beracah and parents who inspired, supported and encouraged me to overcome the numerous challenges of this study. ACKNOWLEDEGEMENT I wish to acknowledge the professional guidance and support of Dr. Katuse throughout this work. I am also grateful to Mr Charles Muhia who spent much of his time discussing the work and giving valuable guidance and suggestions. I am also grateful to my colleagues who provided valuable information to enable this study to be success. TABLE OF CONTENTS DECLARATION i DEDICATION ii ACKNOWLEDEGEMENT iii TABLE OF CONTENTS iv LIST OF FIGURES v LIST OF TABLES vi ABSTRACT vii CHAPTER ONE: INTRODUCTION 1 1.1 Background 1 1.1.1 Kenya Power and Lighting profile 1 1.1.2 Customer service charters 2 1.2 Problem Statement 3 1.3 Research Objectives 4 1.4 Research Questions 4 1.5 Significance of the Study 5 1.6 Delimitations/scope of the study 5 1.7 Assumptions of the study 5 1.8 Definition of Operational Terms 6 CHAPTER TWO: LITERATURE REVIEW 7 2.1 Introduction 7 2.2 Theoretical Review 7 2.3 Theoretical Framework 10 2.4 Empirical Review 10 2.4.1 Customer service Charter 10 2.4.2 Services 11 2.4.3 Customer Service Orientation 12 2.4.4 Quality 12 2.4.5 Service Quality standards 13 2.4.6 Standard setting 13 2.4.7 Employee involvement and in organization...
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...PROJECT PROPOSAL BY JOSPHAT K BIWOTT TOPIC: EFFECTS OF SERVICE CHARTER ON SERVICE DELIVERY: A LOOK AT MATETE DISTRICT COMMISSIONER’S OFFICE. CHAPTER 1: INTRODUCTION 1.0 BACKGROUND: Public Service Delivery is defined as a set of institutional arrangements adopted by the government to provide public goods and services to its citizens. Public services delivery has been one of the key functions of the public sector which uses civil service bureaucracies as the instrument for the delivery of services (World Development Report, 2004). In the context of governance, according to 2008 - 2013 Public Sector Reforms & Performance Contracting | Kenya; the service charter, variously referred to as “citizen service delivery charter” or “customer service delivery charter” is a written statement prepared by a public institution which outlines the nature, quality and quantity of service that citizens should expect from the institution. It sets out: what the institution does, what services users can expect, and the standard of the service to be provided. | | Public service delivery in most of the developing countries is characterized by being ineffective, too much procedural, costly, red taped and lack transparency. In general public servants have not acted as servants of people but rather as masters without any sense of accountability and transparency. People are unaware of how and where to obtain public services and often become the victim of middle man or corruption...
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...SERVICE DELIVERY TRENDS Trends are always changing and with changes in human services, it affects our economic and political events. Service delivery will have to keep up with the economy’s growth and changes. With that said, the government will need to adjust with the economy. The elderly and diversity in America’s future will have the largest impact to human service delivery, but one of the newest trends is terrorism with 9/11 and now ISIS. Service delivery is formed by clients’ needs and funding for organizations, typically come from the state. The government determines who will receive, what services, what way the client may be served which influences resources and funding. Due to the economic changes since 9/11 most states are in debt and the politicians are always seeking cutbacks. For example: Bruce Rauner the new governor of Illinois recently introduced a new list of cutbacks, with the majority of cutbacks for human services; daycare, youth programs, mental health, homeless shelters, etc. Currently human services is running on low budgets and depending what state or city a client resides determines what resources are available. Cutbacks are definitely needed due to our economic crisis, however, cutting back on human service delivery shouldn’t be first choice, but it is our government that makes the final decision. In their decision they must think ahead and recognize what trends we will encounter in the future. The Twentieth century has seen the growth of the senior...
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...McDonald’s Delivery is a new service to be introduced to Australia in the year 2012. The service is already booming in overseas countries such as Singapore and India and is looking to be implemented into the Australian society early this year. With such high demands for fast food and minimum competition in the market for low cost convenient food services McDelivery looks to be a successful and profitable service on introduction to the Australian society. This marketing plan assesses the internal and external environment in which the service will be a part of and how it looks to be a highly sought after service in Australia. Through the research displayed and signs from overseas the McDelivery service looks to be a highly profitable commodity for the McDonalds giant and looks to be a very fast growing and unstoppable service. McDonalds looks to attain market dominance with the introduction of this service. Situational Analysis - Demographic: In regards to the demographics of this particular service it would only be feasible to function in areas of a population density that is of a high level. In order for this service to be a success there needs to be population density and large demand for the product. If introduced to a low density area the service wouldn’t be profitable. - Legal: Legal forces that would affect this service would be fairly standard procedure such as insurance, licensing of drivers, using qualified staff and meeting laws with regard to delivery. There was...
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...Human Services Delivery Student’s Name University Table of Contents 1.0 Introduction……………………………………………………………………………..3 2.0 Practice Setting………………………………………………………………………….3 3.0 Identification & Analysis of objectives…………………………………………………..5 4.0 Innovative change to program…………………………………………………………...6 5.0 Research design……………………………………………………………………….....6 6.0 Study Sample………………………………………………………………………….....7 7.0 Ethical considerations…………………………………………………………………....7 8.0 Measuring client progress……………………………………………………………..…8 9.0 Threats to validity…………………………………………………………………..……9 10.0 Use of data from the evaluation…………………………………………………...….9 11.0 Conclusion…………………………………………………………………………....10 References………………………………………………………………………………….…11 Human Services Program 1.0 Introduction Human services delivery refers to a broad and unique approach to meeting human needs and their respective objectives, Woodside & McClam (2002).According to Larson (2004), it requires the use of a unique interdisciplinary approach that mainly focuses on prevention and remediation of problems. The secret for a successful human services delivery is improving the quality of life by simply being committed, Gilbert (2008). This profession mainly improves service delivery systems by addressing quality, accountability, accessibility and coordination of stakeholders whose profession is services delivery, Finn (2000). Community support skills are must have prerequisites...
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...THE IMPACT OF GOVERNMENT PROCUREMENT PROCESS ON EFFECTIVE SERVICE DELIVERY IN UGANDA. A CASE STUDY OF MBALE MUNICIPAL LOCAL GOVERNMENT COUNCIL By: WANDULU KOSEA 2011-B141-10072 A REPORT SUBMITTED TO THE FACULTY OF SCIENCE IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF BACHELOR OF SCIENCE IN ECONOMICS AND STATISTICS OF UGANDA MARTYRS UNIVERSITY MAY, 2014 DECLARATION I, Wandulu Kosea declare that the content of this dissertation is my original work and it has never been submitted to any University or institution of higher learning for any academic award. Where relevant information to the study was got from others authors’ work, it was duly acknowledged. Wandulu Kosea Signature………………… Date:………………….. APPROVAL This dissertation has been submitted with my approval as the supervisor and it is worthy to be credited as part of the necessary requirements for the award of the degree of Bachelor of Science in Economics and Statistics of Uganda Martyrs University. Supervisor: Dr. F. Mwesigye Signature………………… Date:………………………. DEDICATION This dissertation is dedicated to my parents Dinah and Dison Nakhokho, brothers, sisters and friends for their endless love, moral, spiritual, emotional and financial support that helped me to grow in my education. Special appreciation goes to my elder brother William Makuma for his unconditional guidance and financial support...
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...world’s Top 50 Brands. Vision: To become a dynamic business oriented organization, serving the needs of customers and other stakeholders. Mission: Western union aims to provide the best money transfer service. They serve the needs of customers by providing a simple, fast and reliable international money transfer service. Slogan: The fastest way to send and received money worldwide. Industry: Financial services Founded: 1851 Founder: Ezra Cornell Headquarter: Englewood, Colorado Application of 7ps in Western Union Money Transfer & Service Creation and Delivery 01. Product Product is deep core heart of an organization. Success of an organization depends on the quality of a product. In case of service product is invisible. Service product lies at the heart of a firms marketing strategy. If a product is poorly designed, it would not create meaningful value for customers, even if the rest of 7ps are well executed. So the marketer’s job is to visualize the product in front of the customer. Product can be classified in different ways: * Core product * Supplementary product Core product: Core product or service is the central component that supplies the principle to the customer. Supplementary product: Supplementary service augments the core product. Those services enhance value and...
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...How “service delivery” can be improved to a better “project management”! To discuss how service delivery can be improved to a better project management, we need to comprehend the concept of a project, project management, and service delivery. We also need to describe the state of service delivery and why it has not improved yet. Firstly, a project is a temporary effort undertaken to create a sole product or service. A project ends when its objectives have been reached or when the project has been concluded. Projects can be huge or small and involve one person or many people. They can be completed quickly or even take years to complete. Information Technology projects involve using hardware, software, or a set of connections to produce a product, service, or result. Project management on the other hand is “the application of information, talent, tools and procedures to project activities to meet project requirements.” Project managers must not strive to meet specific a range, moment in time, quality goals, and a targeted budget, they must also meet the needs and anticipations of the people drawn in or affected by project activities. Service delivery is getting people the right information at the right time, or increasing an organization’s project management development levels within a given period of time by putting measures into practice to expand services to clients. It is the grouping and administration of the people, procedures, and knowledge, which when merged into...
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...The three human service delivery models are the public health service model, the human service model, and the medical model. The public health model combines aspects of the human service model along with the medical model when provisioning services to clients. Medical providers (including dentists, medical doctors, nurses, etc., including mental health care providers as well) administer health care combined with social services to patients [clients]. Their patients are the elderly, low income, disabled and participants of the public health care system. Doctors and other health care providers in the public health care system realize the need for low cost or free medical services for the disadvantaged. They provide preventative medical services to their patients in an effort to educate, conduct research, and improve the lives of those in need. According to our text the human services model deals with how the client/consumer/participant relates to situations that occur in the consumer's life. Whether those situations are conflicts arising from unexpected events, issues resulting from medical or mental health illnesses, the inability to provide for their basic needs, or any situation that cause stress or adversely effects the client's behavior. The focus of the human services model is to address these issues and find a solution for them through programs or services a human service organization may offer to the client. In the service delivery model the expected outcomes are to improve...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...How to Measure Customer Satisfaction Murali Chemuturi Introduction Project-based organizations place a lot of emphasis on customer satisfaction, and rightly so, as customer satisfaction is the key for improving these companies’ internal processes. A customer satisfaction rating (CSR) is often obtained through a questionnaire—the customer satisfaction survey (CSS). This method, however, suffers from the drawback of customers likely being emotionally influenced while filling out these questionnaires. Naomi Karten, an expert on the subject of customer satisfaction (www.nkarten.com), states in her seminar Tales of Whoa and the Psychology of Customer Satisfaction: “People tend to rate service higher when delivered by people they like than by people they don’t like.” Karten also goes on to describe what one can do to be “likable.” More often than not, Karten contends, the CSS rating received from the customer represents perceived feedback rather than impartial feedback. This is not to say that companies do not get any value from customer-filled CSR forms. But they must recognize that responses can be emotionally based, and that the customer is not one person, but an organization—meaning multiple people. While so, only one person represents the organization and fills out the survey. Would this person consult all concerned before filling it out? Ideally, he or she should, but often, he or she will not. This gives rise to the need for a way to compute a CSR based on internal data—data...
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...Hybrid Delivery System Layout Reason of existence: * For businesses in order to better respond to different market demands. * Companies align their delivery system to the characteristics of the market by rearranging the layout of their facilities. Examples of differentiated layout designs * Cellular Layout : a mix of functional and product layout * Nagare cellular layout ( sub-category of the previous) : Used for customized products and of low volume production * Transfer line layout : For high volume products and of standard nature Other Layout Formats * Flexing process layouts to reflect varying levels of demand Examples: car assembly plants, bank and post office layouts, fast food restaurants process layouts) * Flexible office layouts Impact of IT on Delivery systems and layouts * Automated Banking * Call centres Detailed Layout Design Decision making about: * The position of staff, processes, equipment * The position, size and number of other facilities not belonging to the delivery system * The number of other requirements (entrances, exits, …, elevators) * The space that will be allocated to the above areas Must also be defined: * The steps involved in delivering products or services * The followed sequence * The process routes (Space restrictions must be considered) The features of good layouts * System flow charting * Use of space * Use of equipment * Cost...
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