Customer satisfaction and quality assurance

Section 1


Qualifications of the study

Customer satisfaction, abusinessterm, is a measure of how products and services given by a firm meet or go over customer expectation. Customer satisfaction is defined as "the amount of customers, or ratio of total customers, whose reported experience with a firm, its products, or its services surpasses specified satisfaction goals. Within organizations, customer satisfaction ratings can have dominant effects. They focus employees on the importance of gratifying customers' expectations. Inside a cutthroat software industry where businesses have difficulties for customers, client satisfaction is seen as an type differentiator and more and more has become a key aspect of business strategy.

For many years the center of attention of customer satisfaction has been on the plan, in recent time it has gained speedily. According to the DGs' quality of May 2006, the main center point of the normal European work and efforts regarding customer satisfaction should be on the compilation of guidelines and the preparation of approaches for questionnaires to evaluate customer satisfaction.

Quality confidence, orQAfor short, is the orderly monitoring and analysis of a variety of areas of a project, service or facility to make best use of the likelihood that minimum specifications of quality are being attained by the creation process. QA cannot absolutely assure the development ofqualityproducts. Qualityis dependant on the merchandise users, clients or customers, not by society in general. It isn't the equivalent to expensive or high quality. Low priced products can be viewed as as having high quality if the merchandise users validate them as such.

Since the commencement of the Bank in 1957, NBB has actively pursued a passionate Corporate Community Responsibility designed. The programme was conceptualized to aid community development in the Kingdom and provide a better quality of life to all or any its residents. The Bank has continuously endeavored to increase its business in a socially in charge way while addressing the business passions in our stakeholders.

NBB has constantly strived to develop a culture which underlines the fact that the Bank's success is wholly dependent on the clients and the city where it operates. Over time, culture has demanded that businesses work in a far more sustainable manner. At NBB, it has been ingrained into the psyche of its employees. At every opportunity, steps are taken up to ensure inclusion of the city and aid the less privileged portions to play an equal role in community development.

National Lender of Bahrain is definitely at the front position of community development in the Kingdom of Bahrain. The Bank has repeatedly strived to build up a link which plays a substantial role in guaranteeing a philosophy which includes community growth as part of its answerability to the culture. THE LENDER eventually owes its success to its customers and the society where it conducts its business. There has been a growing demand from society to ensure that businesses work in a ecological manner. NBB not only stocks this impression, it passionately means that this process is actively implemented.

Statement of the problem:

The research aspires to study the customer satisfaction & quality insurance with respect to National Lender of Bahrain. The study targets the needs of the customers, factors that lead to consumer satisfaction, ramifications of customer satisfaction on the organization. The study also targets the quality of Insurance provided by the traditional Insurance companies, the different parts of good quality insurance that bring success in the organization. And will attempt to answer the following question
  1. Is Client satisfaction the prime motive of every organization?
  2. What's the level of effectiveness of customer satisfaction to the business?
  3. Can customer satisfaction assists with build corporate image in the economy?
  4. What is the role of customer satisfaction in an group?


There is a great impact of the customer satisfaction and quality confidence in any business on smoothing the working of the organization and to create a good image of the organization.

Need for the study:

This study will come in handy to serve various parts of economy thus; it'll be significant for the following groups
  1. Customers: The research study will become an important reference point point for the clients as they'll get somewhat acquainted with the goals and objectives that are arranged by a particular establishment which further lead to customer satisfaction to help them become familiar with about the working of an organization. Hence, it could provide an insight for the customers regarding the working of a business.
  2. Various private Players: Combined with the customers, the study analysis will be an important source of knowledge for various private players on the market. The discussions in the study might provide insights to the players such that they can advocate implementation of the same. Furthermore, since its debate on client satisfaction that has immediate effect on private players it'll be a study appealing for such players.
  3. Other Analysts: The study will act as a case study for other experts who may be looking to enhance their understanding in this topic.
  4. Employees: The most important beneficiaries in the line of this job will be employees of any conventional organization. Because they get a knowhow of the views and views of the clients which would help them to take their future steps to be taken based on the working of the business.
  5. MBA pupil: The result of the study will provide information about NBB bank routines and their services which will help the MBA pupil for his or her thesis if they choice similar subject.
  6. In the field of Business supervision The consequence of the study provides helpful information to go over in the lecture of management or marketing in AMA College or university.

Scope and limitations:

The review will focus on the impact of the customer satisfaction and keeping quality assurance and can measure the performance of the business on this very basis. The study also is designed to create recognition regarding the benefits of maintaining client satisfaction on the organization which earns good turnover to the business. The scope of the study is limited to the analysis of the employees of NNB lender of Bahrain

The major restriction of the analysis it does not exceed the NBB loan company the employees taken for data collection are also from the same company. The analysis aims at finding the impact of client satisfaction only focusing on the employees of one particular lender.

Description of conditions:

For better knowledge of the terms used in the analysis, this will be described conceptually.

  1. Impact: The effect on certain thing, to learn about the affect or the affect on certain thing.
  2. Employees: Apersonwho is hired toprovideservicesto acompanyonregularbasis inexchangefor payment and would you not provide these services as part of anindependent business.
  3. Business: Social device of people systematically set up and managed to meet aneedor to go after collectivegoalson continuingbasis. All organizations have amanagement structurethat determinesrelationshipsbetweenfunctions andpositions, and subdivides and delegatesroles, tasks, andauthorityto carry out definedtasks. Organizations areopen systemsin that they influence and are influenced by theenvironmentbeyond their limitations.
  4. Customer satisfaction: Customer satisfaction, abusinessterm, is a way of measuring how products and services given by a firm meet or surpass customer expectation.
  5. Quality Confidence: Quality guarantee, orQAfor short, is the systematic monitoring and evaluation of the many aspects of a task, service or center to maximize the probability that minimum standards of quality are being attained by the development process.
  6. Earnings: The positive gain from an investment or business operation after subtracting for those bills. Opposite of loss.
  7. Financial services: Services provided by the finance industry. The financing industry has a wide range of organizations that deal with the management of money. Among these organizations are banks, credit card companies, insurance firms, consumer boat loan companies, stock brokerages, investment money and some federal sponsored companies.


Literature Review

1. Metawa, S. and Almossavi, M. (1998) Banking behaviour of Islamic lender customers: Perspectives and implications.

Author, targeted their study on customers of Bahrain Islamic Bank or investment company and Faisal Islamic Loan company of Bahrain, discovering that clients considered their Islamic guidelines the key essential aspect in choosing the bank, accompanied by rewards lengthened by the lenders, influence of relatives and buddies, and convenient location. Metawa and Almossawi come to the final outcome that socio-demographic factors such as era, income and education were essential criteria in lender selection, a discovering that indicates religion as the key reason for customers patronizing Islamic bankers. Customer satisfaction is the sensation or attitude of any consumer in the direction of a product/ service after it has been used.

He exclaimed that, satisfied consumer will duplicate the purchase of the merchandise and present positive messages about it to others. By contrast, an unsatisfied consumer is much more likely to switch to an alternative product/ service the next time he/ she recognizes the similar need. In addition, but also his/ her dissatisfaction will be mirrored in a negative person to person which can have a grave damaging effect on the business enterprise. Therefore, it is very important that rms ensure customer satisfaction because of their products/ ser- vices. This has resulted in the rising reputation of measuring client satisfaction lately. Banking is one of those industries where consumer satisfaction has fascinated the attention of many analysts of the major reasons is a ercer level of competition is becoming the infleuncing factor in deter mining the competitiveness of lenders.

2. Webb, D. (2000), "Understanding Customer Role and its own Importance in the forming of Service Quality Expectations", The Service Companies Journal:

Most service organizations today recognize that providing excellent service is significant to the success of their business, and lender industry is no exception. Interest operating quality research has been ongoing for over two decades, resulted in using a literature rich of varied studies interacting with this important issue from different proportions. He emphasized on need of improvement of product and service quality has been generally discussed in the literature as the right competitive strategy for achieving lasting competitive advantage. This involves management to consistently examine current procedures against the needs of customers available on the market and then revise their operations in line with market requirements. Bettering service quality will bolster customers' satisfaction, which help to retain existing customers and draw in new ones, business lead to both market growth and benefits in market talk about. The need for service quality to the success of business is best concluded in this acoustics statement: "Excellent service is a revenue strategy because it ends up with more clients, more business with existing customers; fewer lost customers, more insulation from price competition, and reduce mistakes needing reperformance of serivces.

To have the fruits of advancements in quality it has to be investigated with an understanding of its competitive implications. The importance of service quality necessitates examining service quality in the framework of tactical management of businesses. However, the problem of how the execution of quality strategies might trigger the attainment of one's company competitive gain could very well be inadequately covered in the service marketing literature.

3. Payne, Adrian and PennieFrow(2005). "A Proper Construction for CustomerManager:

Author described, Customer marriage management (CRM) is a strategy that can certainly help them to build long-lasting relationships with the customers and increase their income and earnings. CRM in the banking sector is of higher significance. I this study they directed at this study is to explore and assess the strategic execution of CRM in selected banks, identify the benefits, the issues, as well as the success and inability factors of the implementation and develop an improved knowledge of CRM impact on bank competitiveness as well as present a larger understanding of what constitutes good CRM tactics. The evidence facilitates that CRM is steadily being applied in studied banks; nevertheless the true heart of CRM continues to be needed to be on the dynamic plan of the bank sector. This review contributes to the financial services literature as it is one of the extremely few that have evaluated CRM applications, a relatively new technology, in the Pakistani bank sector, where very limited research has taken place on the execution of CRM.

It has been defined in many ways since the start of the concept. However, the best description of CRM is produced by saying that 'CRM is a tactical approach that is concerned with creating advanced shareholder value through the introduction of suitable romantic relationships with key customers and customer segments. CRM unites the probable of romance marketing strategies and IT to create profitable, long-term interactions with customers and other key stakeholders. CRM provides improved opportunities to use data and information to both understand customers and create value.

He emphasized, CRM is a sound business technique to identify the bank's most profitable customers and potential clients, and devotes time and focus on expanding account connections with those customers through individualized marketing, reprising, discretionary decision making, and personalized service-all supplied through a number of sales channels that the lender uses. As a result, IT and marketing departments must work closely to put into practice CRM proficiently. It is said that CRM is not a service or product; it is an overall business strategy that helps companies to effectively manage relationships using their customers. It provides a view of any company's customers to each one in the business. Together with the intensified competition, companies realized that they have to manage their customers with value. Customers have added options and they don't need to be devoted to any business.

Customer relationships have become even more important for banking companies as market conditions getting difficult. Competition is increasing, margins are eroding, customers have become more challenging and the life-cycles of products and services are restricting dramatically. All these pushes make it essential for finance institutions to intensify the partnership using their customers and offer them the assistance they want via the stations they like better.

4. David Cohen & Christopher Gan(2009): CLIENT SATISFACTION: A study of standard bank customer retention in New Zealand

There is a compelling discussion in this review, for loan provider management to carefully consider the factors that might increase customer retention rates, with research providing ample justification for customer retention effort by banking companies. He mentions others studies have focused on developing measures of customer satisfaction, customer value and customer commitment without specifically looking into other potential important constructs. Case of such constructs are competitive benefit, customer satisfaction, moving over barriers, corporate and business image, and loan provider services characteristics. These shape the basis for the present investigation. There have been few, if any, endeavors to link them to customer retention. This is inquisitive, for if retention requirements are not healthily monitored, customers may still leave their banking companies, no subject how hard bankers seek to maintain them.

This is noticeable in the banking industry, where many banking institutions are providing more or less the same products for practically the same price. Unless a bank or investment company can stretch its product quality beyond the core service with additional and potential service features and value, it is doubtful to gain a sustainable competitive advantages. Further he argued that nearly three-quarters of the bank customers mentioned teller courtesy as a main consideration in choosing a lender. The study also showed that improved upon use of service quality/sales and professional conducts (such as formal greetings) advanced client satisfaction and reduced customer attrition.

Indeed, client satisfaction has for several years been regarded as key in deciding why customers leave or stay with an organization.

Organizations need to find out how to keep their customers, even if indeed they come into view to be satisfied. He suggests that unsatisfied customers may choose never to defect, because they do not expect to get better service somewhere else. Also, satisfied customers may look for other providers because they believe they might receive better service someplace else. However, keeping customers is also reliant on a number of extra factors. These adopt a wider range of product choices, superior convenience, better prices, and increased income, in his analysis of Swedish consumers, notes that although customer care and quality materialize to make a difference for all businesses, satisfaction is more needed for loyalty in industries such as banking companies, insurance, email order, and automobiles.

He further proposed that product differentiation is impossible in a competitive environment like the banking industry. Banks all over the place are delivering the same products. For example, there is normally only minimal variation in rates of interest charged or the number of products available to customers. Standard bank prices are predetermined and influenced by industry. Thus, bank or investment company management tends to make a distinction of the firm from competition through service quality. Service quality is a very important component impacting customers' satisfaction level in the banking industry. In banking, quality is a multi-variable notion, which include differing types of convenience, dependability, services stock portfolio, and critically, the staff providing the service.

5. Karen Nicholson (2010), QualityAssurance in Higher Education:

As the author expressed, have seen quality assurance in banks seeks primarily to keep quality through the combination of accreditation, diagnosis, and audit. There are many of approaches to quality confidence, each of which incorporates various mixtures of (home-) diagnosis, audit or peer review, and performance indicators.

In this literature review, he have provided an overview of some of the main designs related to quality assurance in banking institutions: the argument surrounding the meaning and methods of Quality Guarantee Framework seeks to build on "well-tested [quality assurance] procedures" to be able to balance needs for accountability and normal curricular evolution. The Quality Confidence Framework is referred to as "more streamlined, far better, more transparent, and much more publicly accountable" than existing quality guarantee processes quality in bank firms, the purpose and processes of quality confidence, and common top features of quality confidence in bank organizations. Quality Assurance Framework maintains creativity and improvement which cultivating a culture of transparency and accountability i. e. quality guarantee that produces quality advancement.

In conclusion, provisions for fostering innovation and encouraging augmentation form area of the requirements for the Institutional Quality Guarantee Process (IQAP), designed and put in place by each organization in accordance with its own institutional mission assertion, and which sorts the primary of the Construction. These include "evidence of any significant invention or creativity in this content and/or delivery of the program in accordance with other programs" and "initiatives taken up to improve the quality of this program and the associated bank and finance".

6. Shanti N. Tiwari (2009), CLIENT SATISFACTION in Call Center

In 2009, creator conceptualize that satisfaction is based on the customer's experience of both contact with the organization (as soon as of truth) and personal benefits. Regarding to her, satisfaction can be experienced in a variety of situations and linked to both goods and services. To some other extent, she described satisfactions as a "highly personal diagnosis" that is greatly affected by "individual expectations". This description views "individual" aspect as powerful force to build satisfaction.

Author concludes satisfaction into two basic conceptualizations: transaction-specific satisfaction and cumulative satisfaction. Transaction-specific satisfaction is a customer's analysis of his or her experience and reactions to a specific service come across. Cumulative satisfaction identifies the customer's generally analysis of the consumption experience thus far. In his view client satisfaction is highly changing examination individuals do based on their activities with specific features of products and services they acquire, it seems sensible for servicing organizations to engage customer satisfaction way of measuring as their significant benchmark for development.

She considers that service quality and customer satisfaction "share a detailed relationship". Service quality is the main element to measure consumer satisfaction. She discovered several factors that precede client satisfaction. And argued that there are 5 antecedents that donate to satisfaction: clear understanding of customer needs and anticipations, recognized value, service quality, inside satisfaction and grievance management. This contributes to Service quality is one major attribute of satisfaction. Appropriately, reported that the service quality divisions are related to overall service quality and or customer satisfaction by expressing that satisfaction is a consequence of service quality.

From this overview of literature it could be inferred that performance of service delivery can bring about level of customer satisfaction.

Section 3


1. Research Design:

The research is designed to study the client satisfaction & quality insurance with respect to National Bank of Bahrain.

Every project work is dependant on definite methodology, which really is a way to methodically solve the situation or achieve its targets. It is an extremely significant rule and lead to conclusion of any task sort out observation, data collection and data analysis. Framing of questionnaire is done considering the goals of the research.

2. Sampling Technique Used:

This research has used convenience sampling strategy.

Convenience sampling technique: Convenience sampling is employed in exploratory research even as we are thinking about getting an inexpensive estimation of the truth. It is a non-probability sampling approach where content are chosen because of their convenient availability and proximity to the researcher. As the name means, convenience samplinginadvertently excludes a great percentage of the population. In this survey this technique is used as it is the fast, inexpensive, and easy and thesubjects are readily available.

3. Test Size:

For the study, an example size of 50 has been taken into consideration.

4. Data Source

For the purpose of this research, data is collected from both main and secondary sources. Research depends on two sources

A. Major data

Primary study has will be conducted with questionnaires filled by individuals, having careers in several organizations and also by mailing questionnaires to the firms which are training Islamic insurance procedures.

B. Secondary data

Secondary data would be accumulated from secondary options like existing research works, books, publications, articles and other magazines. In addition to this data may also be accumulated from various typical bank companies as well as Islamic bank business such as "Bank of Bahrain, HSBC & ICICI" are to mention a few.


Results and Conversations

Since the analysis is intended to discover the impact of applying customer satisfaction and quality confidence in an corporation, the questionnaires were distributed on banking company's employees to see how they will respond, few of those questions data is provided below.

Firstly, it was asked to them regarding their personal view, in your thoughts and opinions, how important is patient satisfaction inside your organization.

As illustrated above, the majority of the respondents think that implementation of client satisfaction and quality confidence impact firm, its employees & customer. As the through these means company can better fulfill its customer by assuring quality service.

Secondly, does your company have professionals/staff focused on customer satisfaction matters?

Reply received by the employees regarding the commitment in the personnel to care about client satisfaction in their corporation is as shown above in the graph. Maximum amount of respondents replied positive with 77%, whereas 20% of the respondents share that client satisfaction dedication among staff in the business to some extent, followed by snooze 3% not sure about practice in their business.

Thirdly, how often does your organization do surveys to evaluate customer satisfaction.

Answers received from respondents in regards with evaluation of customer satisfaction by the method of study, from those 20% of the respondents replied review done on monthly basis. 30% of the respondents' organizations carry out studies on quarterly basis, 40% on yearly and 10% were not aware of any such studies whether conducted by their company.

Next these were asked, what the customer satisfaction difference is before and three years after since execution of strict options on customer satisfaction.

37% of the respondents replied that implementation of the practice of strictness towards client satisfaction & quality confidence has increased the client satisfaction level to around 15-25% before and 3 years after. Accompanied by 19% of the respondents opinioned 10-15%, 17% of the respondents thought that this made a difference of around 5-10%, 15% respondents considered it quite effective and scored the difference to 25-50% & lastly, 12% thinks it made the difference of 0-5% only.

Then question asked was, what's the most engaging reason for your company to improve customer satisfaction. Response collected from through the questionnaire was the 46% of the respondents expressed that organization Concern with burning off patients to opponents, 22% responded Concern with losing employer contracts, 7% Fear of increase regulation, 15% replied anticipated to Concern with harm to organization's reputation & recovery replied other reasons.

Later these were asked which one of the following means is used to judge patient satisfaction, to the results on customer satisfaction and quality assurance.

Maximum range of respondents replied telephonic reviews, 25% by consultants are appointed or not, whereas 17% replied suggestion box and rest 23% get opinions through email.

Lastly they were questioned, in your point of view, has customer satisfaction and quality assurance been shown to have a direct influence on your organization's bottom line.

Respondents reply was practically 68% reply is this has to affect the organization, followed 25% said no for it rather than aware with the result to the business.


Conclusions and Recommendations

The pursuing conclusions were drawn after analyzing the data collected through first side and secondary data collection methods
  • Each program that was assessed should develop a group of casted proposals for Corporate Planning Committee factor that can lessen the risks of producing erroneous data.
  • Second, we assume that training simply to raise knowing of quality guarantee is not a main part of the solution. Among the program managers, there has already been a eager knowing of quality issues. In some instances, taking staff from already-tight creation schedules to go to training courses can also be counter-productive. Instead, classes on quality guarantee should give attention to disseminating the countless helpful best practices that we found.
  • Client satisfaction is considered as a proper business development tool. Client satisfaction has a constructive effect on an organization's success, satisfied customers form the foundation of any successful business as client satisfaction leads to repeat purchase, brand devotion, and positive word of mouth. Satisfied customers are most likely to talk about their experiences with other people to the order of possibly five or six people. Equally well, dissatisfied customers will notify another ten folks of their ill-fated experience. Research has demonstrated that a good dissimilarity between a totally satisfied customer and a somewhat satisfied customer could lead to an increased revenue contribution of a factor.
  • Recruiting will be the leading risk factor. The number one risk factor well-known in practically all programs relates to human resources. There are a number of dimensions to this, counting significant personnel shortages, the need for personnel with particular skills, over-dependence on specific individuals, and difficulty in recruiting personnel to focus on every month programs, succession issues and retention issues.
  • To construct the strong customer relationships that produce upgraded financial benefits, a far more complete view of customer requirements is necessary, which incorporates an understanding of the mental measurements of customer guarantee. Customers want more than deals -- they need relationships.
  • The life of a study and evaluation capacity distinguish from the development operation is an integral factor in ensuring quality. One factor that emerged as being important to good quality confidence is the presence of a research and examination capacity, individual from the development procedure, which can "challenge" the info from side to side subject matter analysis. This capacity may take a number of varieties. In a few programs, like the MSM, the challenge function is enjoyed by another department (the Industry Accounts Department), who nourish back again to the MSM doubtful estimates that they find in the info and ask for a conclusion.

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