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Improvement Of Customer Satisfaction In Mortgage Banking
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Book Synopsis Improvement of Customer Satisfaction in Mortgage Banking by : Markus Koop
Download or read book Improvement of Customer Satisfaction in Mortgage Banking written by Markus Koop and published by GRIN Verlag. This book was released on 2009-11-30 with total page 45 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2007 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,7 , Murdoch University (Murdoch University Business School), course: Services Marketing, language: English, abstract: Customer Satisfaction - darum geht es in dieser Arbeit. Anhand einer führenden australischen Bank zeigt diese Arbeit, wie Kundenzufriedenheit entsteht, wie man sie beeinflusst und verbessern kann. Dies umfasst die Problemerkennung, Situationsanalyse, Ermittlung von diversen Strategien zur Behebung des Kundenzufriedenheitsproblems, Evaluierung der Strategien auf Realisierbarkeit und Erfolgsprognose, sowie Anweisungen zur Umsetzung im operationellen Geschäft. The objective of this report is to increase customer satisfaction of Commonwealth Bank of Australia’s (CBA) first homebuyers mortgage. In regards to this, CBA currently has a low level of customer satisfaction in comparison with the other main banks. Based on the conceptual framework, customers tend to feel dissatisfied with the mortgage service provided by CBA due to the period of time for the mortgage’s approval process as well as the lack of convenience and flexibility of CBA’s services. In an effort to increase satisfaction, the current situation is reviewed resulting in access points to CBA’s weakness in customer satisfaction. Several potential strategies are introduced to tackle the problem. The most promising ones are describes and evaluated in terms of costs and effectiveness to increase customer satisfaction. Finally a “one-stop mortgage centre”-strategy is recommended for implementation in order to decrease customers’ non-financial costs and increase their convenience in first home buyer mortgages.
Book Synopsis Digitally Transforming the Mortgage Banking Industry by :
Download or read book Digitally Transforming the Mortgage Banking Industry written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Steps to Improving Service Quality and Customer Satisfaction by :
Download or read book Steps to Improving Service Quality and Customer Satisfaction written by and published by . This book was released on 1990 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Mortgage Banking written by and published by . This book was released on 2008 with total page 762 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis A Comparison of Customer Satisfaction with Mortgage-lending Channels by : Carolina Chang
Download or read book A Comparison of Customer Satisfaction with Mortgage-lending Channels written by Carolina Chang and published by . This book was released on 2005 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Secret of Mortgage Lending Success by : Mortgage Trainers of North America
Download or read book The Secret of Mortgage Lending Success written by Mortgage Trainers of North America and published by AuthorHouse. This book was released on 2008-08 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Research Report written by and published by . This book was released on 1991 with total page 898 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Analysing Factors Influencing Consumer Decision Making Process for Mortgage Services by : P. Tamizhselvan
Download or read book Analysing Factors Influencing Consumer Decision Making Process for Mortgage Services written by P. Tamizhselvan and published by GRIN Verlag. This book was released on 2023-09-25 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: Commended, Bharathiar University (Tamil Nadu Institute of Urban Studies), course: Ph.D, language: English, abstract: The consumer attitude towards the various financial services products in the past was very passive and attracted less interest. But after the advent of technology and new forms of internet-based Banking, have had a great impact on consumer's attitudes and how they purchase financial products and services. The financial services providers are not certain of retaining their customers and have resorted to the traditional technique of the relationships building and loyalty practices. This makes it all the more important for financial services providers to understand the attitudes of customers and influence their decision-making and behavioral patterns. Consumers tend to search for product information either explicitly or implicitly depend on the attention, perception and other environmental cues related to information on the product. In literature, the choice of a mortgage is conceptualized as a function of value, prepayment, points, type of mortgage sought, etc. A prerequisite for consumers to make good decisions is to have all the relevant information therefore Banks must adopt a mandatory disclosure policy to facilitate this information search.
Book Synopsis Customer Satisfaction and Trust in Obtaining Online Banking Services by : Irfan Khan
Download or read book Customer Satisfaction and Trust in Obtaining Online Banking Services written by Irfan Khan and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. Banks are at the front position in Internet and technology-adoption processes. In today's world, customers expect superior quality services from banks which if contented, could end up in improved customer satisfaction levels.This quantitative, one-shot research study mainly focuses on investigating the key factors that influence online customers' satisfaction. Customer satisfaction in case of online banking is seen in terms of bank website quality and the overall bank quality.Bank website quality is judged by variables such as interactivity and customization, perceived security risk and the bank quality is seen by responsiveness and brand image. This study also helps in assessing the rules of these factors in the online banking that would help the bank management not only in improving the satisfaction level and trust but also strengthening the connection between banks and their clients, resulting in expanding their overall customer base.
Book Synopsis Marketing Champions by : Roy A. Young
Download or read book Marketing Champions written by Roy A. Young and published by John Wiley & Sons. This book was released on 2006-10-11 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Marketing Champions "Much has been written about the importance of using marketing principles and tools effectively. But we've paid far less attention to how marketing works within an organization--and how marketers can better interact with other prime movers in their companies. This book really delivers on this much-neglected subject--sounding a wake-up call to marketers everywhere on how to exert their influence and improve their contribution to cash flow." --Philip Kotler, S.C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University "The authors understand that marketing is now the most important force within an organization--if you can figure out how to coordinate the rest of your colleagues. This book shows you how." --Seth Godin, author of Small Is the New Big "This leadership guide is a must-read for every executive who wants to understand the crucial connection between marketing and bottom-line results." --Warren Bennis, Distinguished Professor of Business Administration, University of Southern California, and author of On Becoming a Leader "The best marketing leaders are those who can harness the power of the enterprise--not just lead the marketing team. This book will give you the ability to align and inspire the entire company." --Jerry Noonan, Spencer Stuart
Book Synopsis Digitally Transforming the Mortgage Banking Industry by : James Deitch
Download or read book Digitally Transforming the Mortgage Banking Industry written by James Deitch and published by Createspace Independent Publishing Platform. This book was released on 2018-02-28 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digitally Transforming the Mortgage Banking Industry goes far beyond the typical mortgage industry one-size-fits-all "best practice" advice. It provides a clear explanation of the necessary cultural and technological transformations to create high customer satisfaction, improved employee retention, lower costs and increased profit in varying business models. Jim Deitch looks at the financial industry and its challenges though many different lenses that refract what most people see as a simple beam of white light into a wide range of wavelengths. For this book he has interviewed twenty-five high performing "maverick" CEOs who, like Jim, can see colors and opportunities invisible to most people. In addition to a powerful conceptual framework for the future, Jim provides fascinating exemplar stories of the good and the . . . not-so-good. Pre-publication praise for Digitally Transforming the Mortgage Banking Industry by industry CEOs follows: "Digitally Transforming the Mortgage Banking Industry" addresses the path forward for the Mortgage Banking Industry. It is written by a Chief Executive Officer and Entrepreneur, for "C"-Level Executives." "Informative, well researched and entertaining... with a clear roadmap for increased profit and customer satisfaction excellence." "A powerful read on the industry that will surely inform mortgage professionals on how to embrace technology and change company culture, all with a view to achieving customer satisfaction." "The book is written from the eyes of an industry CEO, for industry CEOs and their teams." "Jim builds a conceptual model to digest the rapid advance of technology and how to apply it as a "C" level executive. A clear road map to customer satisfaction excellence and outstanding profitability." "Success in today's mortgage industry depends on the combination of intelligent process and advanced technology. A must-read for executives seeking to understand the future of mortgage banking." "Simple yet informative, and conceptual yet practical, Digitally Transforming the Mortgage Banking Industry is a book designed to help a lender achieve best in class profits and customer satisfaction." "Detailed, Powerful, and Concise. Read it and share it with your executives. Jim describes the future landscape of lending, and how to prosper in the coming Digital Mortgage revolution." "If you're a leader in the mortgage industry or aspire to be one, this is a must read. Jim combines the expertise of current leaders with compelling data to help drive a successful approach in today's - and tomorrow's - mortgage market which is poised for disruptive efficiency improvement and to be well aligned with changing applicant demographics." "An interaction with Jim on the mortgage industry is always an education. Th is book is no different, managing to take the thoughts and information garnered from the interviews and painting a clear picture that Mortgage executives can easily interpret and apply to their business and see actual results from it."
Book Synopsis Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study by : Laly Antoney
Download or read book Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study written by Laly Antoney and published by Prem Jose. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Book Synopsis Improving Marketing Performance Through Customer Satisfaction by : Mun-Chi Ruby Chiu
Download or read book Improving Marketing Performance Through Customer Satisfaction written by Mun-Chi Ruby Chiu and published by . This book was released on 2017-01-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation, "Improving Marketing Performance Through Customer Satisfaction: Hongkong Bank" by Mun-chi, Ruby, Chiu, 趙敏芝, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b3126870 Subjects: Bank marketing - China - Hong Kong Consumer satisfaction - China - Hong Kong
Book Synopsis Disruptive Fintech by : James Deitch
Download or read book Disruptive Fintech written by James Deitch and published by Walter de Gruyter GmbH & Co KG. This book was released on 2019-12-16 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Throughout history, innovators have disrupted existing financial services norms to change the landscape of the marketplace. Disruptive Fintech briefly traces fractional reserves, the creation of bank currency that traded at a premium to bullion value, central bank regulation, securitization of assets and loans, the current state of digital currency and electronic payments. The author then looks toward the future of fintech and the forces of disruption that will change the landscape of financial life as we know it. Using over 100 interviews with thought leading CEOs, this book develops a methodology to identify financial services that are ripe for innovation and discusses how innovative thinking can be used as a disruptive weapon to attack incumbents and create effective new fintech models. The book discusses How to relate historical innovations and disruptions in financial services to the current landscape How to follow a process to identify the threats facing incumbent processes and businesses, and how innovative thinking can be used as a disruptive weapon to attack incumbents and create effective new fintech models How many fintech innovations will be constructed by re-arranging or re-purposing existing core processes In this insightful book, author James Deitch, CPA CMB, argues that some of today’s high-flying fintech innovators will flourish, but many may perish as the fire of innovation consumes those fintechs that are slow to monetize their promises.
Book Synopsis Solutions Manual to accompany Fundamentals of Quality Control and Improvement, Solutions Manual by : Amitava Mitra
Download or read book Solutions Manual to accompany Fundamentals of Quality Control and Improvement, Solutions Manual written by Amitava Mitra and published by John Wiley & Sons. This book was released on 2012-01-20 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: A statistical approach to the principles of quality control and management Incorporating modern ideas, methods, and philosophies of quality management, Fundamentals of Quality Control and Improvement, Third Edition presents a quantitative approach to management-oriented techniques and enforces the integration of statistical concepts into quality assurance methods. Utilizing a sound theoretical foundation and illustrating procedural techniques through real-world examples, this timely new edition bridges the gap between statistical quality control and quality management. The book promotes a unique "do it right the first time" approach and focuses on the use of experimental design concepts as well as the Taguchi method for creating product/process designs that successfully incorporate customer needs, improve lead time, and reduce costs. Further management-oriented topics of discussion include total quality management; quality function deployment; activity-basedcosting; balanced scorecard; benchmarking; failure mode and effects criticality analysis; quality auditing; vendor selection and certification; and the Six Sigma quality philosophy. The Third Edition also features: Presentation of acceptance sampling and reliability principles Coverage of ISO 9000 standards Profiles of past Malcolm Baldrige National Quality Award winners, which illustrate examples of best business practices Strong emphasis on process control and identification of remedial actions Integration of service sector examples The implementation of MINITAB software in applications found throughout the book as well as in the additional data sets that are available via the related Web site New and revised exercises at the end of most chapters Complete with discussion questions and a summary of key terms in each chapter, Fundamentals of Quality Control and Improvement, Third Edition is an ideal book for courses in management, technology, and engineering at the undergraduate and graduate levels. It also serves as a valuable reference for practitioners and professionals who would like to extend their knowledge of the subject.
Book Synopsis Retail Banking & Wealth Management - JAIIB Exam 2024 (Paper 4) - 15 Full Length Mock Tests (1500 Solved MCQs) with Free Access to Online Tests by : EduGorilla Prep Experts
Download or read book Retail Banking & Wealth Management - JAIIB Exam 2024 (Paper 4) - 15 Full Length Mock Tests (1500 Solved MCQs) with Free Access to Online Tests written by EduGorilla Prep Experts and published by EduGorilla. This book was released on 2024-06-01 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: • Best Selling Book for Retail Banking & Wealth Management (JAIIB Paper 4) with objective-type questions as per the latest syllabus given by the IIBF. • Retail Banking & Wealth Management (JAIIB Paper 4) Preparation Kit comes with 15 Practice Mock Tests with the best quality content. • Increase your chances of selection by 16X. • Retail Banking & Wealth Management (JAIIB Paper 4) Prep Kit comes with well-structured and 100% detailed solutions for all the questions. • Clear exam with good grades using thoroughly Researched Content by experts.
Book Synopsis Services Marketing in a Changing Environment by : Thomas M. Bloch
Download or read book Services Marketing in a Changing Environment written by Thomas M. Bloch and published by . This book was released on 1985 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:
