A Customer-driven Evaluation Method for Service Innovation in Banking

Designing Optimal Banking Model Based on Customer Service

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...

A method for customer-driven purchasing

Competitiveness based on customer interaction is the baseline for strategies such as customization, postponement and customer-driven manufacturing. The emphasis is on the interface between a focal actor and the customer. The approach may however have implications that explicitly influence the suppliers of the focal actor and this is the core theme of customer-driven purchasing. The method for c...

Customer co-creation in service innovation: a matter of communication?

Customer Perception towards Service Quality in Retail Banking

The present study has aimed to know the perception of customers towards services rendered by banks in major cities of Tamil Nadu. Descriptive study method has adopted and convenience sampling technique was followed. On that basis, a sample size of 560 customers of different public and private sector banks was selected for this purpose from the major cities of Tamil Nadu state namely, Chennai, M...

Performance evaluation with fuzzy VIKOR and AHP method based on customer satisfaction in Turkish banking sector

Purpose – Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced fa...