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HR Factors that Affect Quality of Customer Service in the Banking Industry in the UAE (National Bank of Abu Dhabi)

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They are facing problems with the financial products that they have purchased from the bank. But the bank is not concerned to solve those problems. As a result the loyal customers are losing faith from the bank. People from different nationalities and cultures reside in UAE. Therefore they have various types of expectations. So the banks of UAE need to deal with wide range of customer expectations. These financial institutions do not have such efficient employees who can deal with wide range of customer expectations. The banks of this country are facing the problem of understanding its customers properly. For this reason the banks cannot make their employees capable to provide effective service to their customers (Malhotra and Mukherjee, 2004). The banks of UAE have implemented a new type of service culture for increasing their productivity. But this service culture creates a negative impact on customer service part of the banks. The service culture has become an obstacle for providing high quality of customer service. The management system of UAE’s banks does not provide many benefits to the employees who are involved in providing customer services. As a result they are not motivated or interested to deal with the customers. They try to overlook the problems of customers by providing low quality of services. The organizational culture of most the UAE banks are profit and employee oriented. Their business is based on the customers but their organizational cultures are not oriented to customers. For this reason the employees of banks do not feel the urge of delivering good service to their customers. Most of the banks of UAE do not use improved technologies which can help the customers to solve their doubts and problems. The banks which have those technologies do not use technologies properly while dealing with customers. Customer feedback system is not very popular in these banks. They are not concerned with the experience or thoughts a customer has regarding their service. For this reason they do not take customer feedback system seriously. The customers of many banks do not get any platform to express their opinions and problems regarding the banking service. The staffs of the banks are not trained enough to deals with different types of customers and to solve their problems. Their behavior is not good with the customers. They are just concerned to sale the financial products and services. For this reason the employees of these banks lack the power
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preview essay on HR Factors that Affect Quality of Customer Service in the Banking Industry in the UAE (National Bank of Abu Dhabi)
  • Pages: 16 (4000 words)
  • Document Type: Essay
  • Subject: Business
  • Level: Ph.D.
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