Improvement of Customer Satisfaction in Mortgage Banking

A Customer Satisfaction Audit on Commonwealth Bank of Australia

Business & Finance, Marketing & Sales
Cover of the book Improvement of Customer Satisfaction in Mortgage Banking by Markus Koop, GRIN Publishing
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Markus Koop ISBN: 9783640482542
Publisher: GRIN Publishing Publication: November 30, 2009
Imprint: GRIN Publishing Language: English
Author: Markus Koop
ISBN: 9783640482542
Publisher: GRIN Publishing
Publication: November 30, 2009
Imprint: GRIN Publishing
Language: English

Seminar paper from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, 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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Seminar paper from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, 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.

More books from GRIN Publishing

Cover of the book The conduct of war and the effects of warfare in the Irish Confederate (or Eleven Years) War of 1641-53 and the Thirty Years War in Germany in 1618-1648 by Markus Koop
Cover of the book Development of a Location Validation Web Service by Markus Koop
Cover of the book Alienation in Richard Wright's The Outsider by Markus Koop
Cover of the book Energy Bar Industry by Markus Koop
Cover of the book An analysis of a sample of persuasive language Martin Luther King, Jr.: I Have a Dream by Markus Koop
Cover of the book Informal Economy and Child Labour by Markus Koop
Cover of the book Can the UN reform itself? by Markus Koop
Cover of the book Religious Symbolism in William Blake's 'Songs of Innocence and of Experience' by Markus Koop
Cover of the book The Accounting of Deferred Taxes under IFRS by Markus Koop
Cover of the book Never-Ending Pixie Dust. A Critical Analysis of Motherhood and Its Complexities in 'Peter Pan' by Markus Koop
Cover of the book The Other from a Symbolic Interactionsist Perspective - The Unemployed by Markus Koop
Cover of the book Why is focusing on women so important in addressing issues of poverty and development for poor nations? Why did the various development organizations neglect to do this for so long? by Markus Koop
Cover of the book Critical Evaluation of Internet Advertising by Markus Koop
Cover of the book The Influence of Betty Friedan's Work on Her Life and on the Lives of Women in Cold War America by Markus Koop
Cover of the book Pan-European Real Estate Investment and Market Opportunities by Markus Koop
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy