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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.
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."
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.
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