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伊斯兰和传统银行和客户满意度

时间:2016-02-17 09:05来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien

伊斯兰和传统银行和客户满意度
Islamic And Conventional Banking And Customer Satisfaction

 

客户满意度是一个衡量业务术语,一个公司或商业组织提供的产品和服务符合或满足客户期望。客户满意度被认为在业务和关键性能是一个非常重要的指标。在激烈的市场竞争中,企业为争夺客户,顾客满意是一个关键的区别,而且已经成为商业战略的一个非常重要的元素。银行业是一个面向客户的服务行业,因此,客户是重点和客户服务差异化的因素。

当银行提供几乎相同的产品和有一些主要的不同之处的服务。客户满意度会影响性能和确定一个伊斯兰或传统的竞争力和成功。

银行处理成千上万的客户日常和呈现不同类型的服务。这是一个众所周知的现实和事实不存在业务可以没有客户却成长。这些客户的满意度是顾客本身对任何业务一样重要。

顾客的满意是最优性能的中心和金融的回报。对于银行来确定所需的行动来满足客户的需求,更好的理解客户的观念是很重要的。银行可以识别自己的优点和缺点,他们与他们的竞争对手相比,绘制出未来的进步和改善路径。客户满意度测量有助于促进增加关注客户的结果和刺激改善公司内部使用的工作实践和过程。

本研究的主要目的是:

文献回顾和分析可以在伊斯兰和传统银行与巴基斯坦。

检查和评估的性能在巴基斯坦伊斯兰和传统银行。

Customer satisfaction is a business term which measure that how products and services supplied by a company or business organisation meet or fulfil customer expectations. Customer satisfaction is believed a very important and key performance indicator within a business. In a competitive marketplace where businesses compete for customers, customer satisfaction is a key differentiator and has become a very important element of business strategy. Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiating factors.

When the banks are offering almost the similar products and services with some principal differences. It is the customer satisfaction that can influence the performance and determine the competitiveness and success of either an Islamic or Conventional bank.

Banks deal with thousands of customers everyday and render different types of services to them. It is a well known reality and fact that no business can exist and grow without customers. And the satisfaction of these customers is as important as the customers itself are important for any business.

Satisfied customers are central to optimal performance and financial returns. Better understanding of customer’s perceptions is important for a Bank to determine the actions required to meet the customers' needs. Banks can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company.

1.2 Research Objectives——研究目的

The main aim of this study is to:

Review and analyse the literature available on both Islamic and Conventional bank with special reference to Pakistan.

Examine and evaluate the performance of the Islamic and conventional banks in Pakistan.

Find out the level of Customer’s knowledge about the products and services provided by their banks.

Find out the factors of customer’s dissatisfaction from the products and services of their bank.

Find out the main factors of motivation for a customer to deal with either an Islamic or a conventional bank.

Find out that to what extent customers are satisfied with their banks.

1.3 Research Questions——研究问题

The research is target to examine the Islamic and conventional banking in Pakistan in relation to product analysis and customer satisfaction. This research will be helpful to answer the following questions:-

Performance of which form of banking is better than the other and why?

What are the main differences between the products offered by the Islamic and Conventional banks in Pakistan?

What is the customer’s satisfaction level with both forms of banking?

What are the factors of motivation for a customer to deal with a bank?

What are the main factors of customer’s dissatisfaction from a bank?

Which form of banking is more rewarding and reliable in Pakistan?

What are the suggestions and recommendation to improve the services and operations of both Islamic and Conventional banks?

1.4 Research Rational——研究理性

The Researcher worked in a conventional bank for about 1 year, at the time when there was no Islamic bank in Pakistan. But there seemed to be a demand in the customer for such kind of banks at that time. Researcher is keen to start his career in the banking sector of Pakistan.

At the moment there are about 35 banks working in Pakistan out of which 6 of them are registered as Islamic banks, but majority of the Islamic banks started their operations very recently. But if we compare them with conventional banks in Pakistan conventional banks are much older and larger then these Islamic banks.

The Researcher is committed to investigate the principal difference between the both conventional and Islamic banks, their products, their reliability and the factors encouraging the customers to invest their money in any of these two forms of banking. The researcher will also analyse the key factors which play their role in either the satisfaction or dissatisfaction of the customer of these banks and which form of banking is more successful in relation to customer Satisfaction and why? The researcher will also come out with the suggestions to improve the service of the banks to satisfy their customer.

Research Context——研究背景

Banks are performing various functions to provide variety of products and services for different sectors of the economy. Pakistan came into being in 1947; the first Pakistani bank started its operations the same year in the month of September. Since that time Pakistani banking sector is experiencing difficulties due to unpractical policies and uncertainty. Private Sector banks strongly dominated during the first almost 20 years but all the banks were nationalized in 1974, which proved disastrous move for the banking sector of Pakistan. Nationalization of private banks badly affected the performance of these banks. So, these banks were privatized again in 1992. Pakistan’s banking sector consists of Scheduled commercial banks, which include nationalized, foreign and private banks. Pakistan’s banking sector has been going through a comprehensive but complex and very painful process of restructuring since 1997. It is aimed at making these institutions financially sound and forging their links firmly with the real sector for promotion of savings, investment and growth. A complete turnaround in this sector will not be possible and is not expected as well but signs of improvement can be seen.

Islamic banking was started in the late 70’s in Pakistan, but it was initially introduced in the conventional banks. The first Islamic banking license was issued in 2002 to the Meezan Bank Ltd; this bank started its operations in Pakistan in the year 2003. The Islamic banking has gained momentum worldwide. There are more than 185 Islamic banks and financial institutions operating in the world. The popularity of Islamic banking in not limited to Islamic banks only. A large number of conventional banks in Pakistan and all over the world are showing increasing interest in the Islamic banking system as well. The consequence of this is that Islamic banks operating in Islamic countries are faced with strong competition not only from Islamic banks but also from non-Islamic rivals

Habib Bank Ltd——巴基斯坦哈比卜银行

Habib Banks Ltd. was the first commercial bank to be established in Pakistan in 1947. Over the years, HBL has grown its branch network and become the largest private sector bank with over 1,450 branches across the country and a customer base exceeding five million relationships.

The Government of Pakistan privatized HBL in 2004 through which AKFED acquired 51% of the bank’s shareholding and management control. HBL is majority owned (51%) by the Aga Khan Fund of Economic Development, 42.5% of the shareholding is retained by the Government of Pakistan (GOP), whilst 7.5% is owned by the general public i.e. over 170,000 shareholders following the public listing that took place in July 2007. Nepal, Nigeria, Kenya and Kyrgyzstan and rep offices in Iran and China, HBL is also the largest domestic multinational. The bank is expanding its presence in principal international markets including the UK, UAE, South and Central Asia, Africa and the Far East.(责任编辑:anne)



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