Thesis Abstract

Abstract
Customer service is a critical aspect of the financial services industry, as it plays a significant role in shaping customer satisfaction, loyalty, and overall business success. This research project aims to assess customer service in financial institutions, focusing on the key factors that influence customer satisfaction and experiences. The study will employ a mixed-methods approach, combining quantitative surveys and qualitative interviews to gather comprehensive data. The quantitative aspect of the research will involve distributing surveys to a diverse sample of customers from various financial institutions. The surveys will gather data on customer perceptions of service quality, responsiveness, reliability, and overall satisfaction. Statistical analysis techniques, such as regression analysis and correlation studies, will be used to identify patterns and relationships between different variables. Complementing the quantitative data, qualitative interviews will be conducted with both customers and employees of financial institutions. These interviews will provide valuable insights into the specific factors that drive positive or negative customer experiences. By capturing the perspectives of both customers and employees, the research aims to offer a holistic view of customer service in financial institutions. The research project will also explore the impact of technology on customer service in financial institutions. With the increasing use of digital platforms and automated services, understanding how technology influences customer interactions and perceptions is crucial. The study will investigate the effectiveness of digital channels, such as mobile banking apps and online chat support, in enhancing customer service experiences. Furthermore, the research will examine the role of employee training and development in delivering excellent customer service. Employee attitudes, skills, and knowledge are essential in providing personalized and efficient service to customers. Through employee interviews and analysis of training programs, the project will assess the alignment between employee capabilities and customer service expectations. Overall, this research project seeks to provide valuable insights into customer service in financial institutions and offer recommendations for improving service quality and customer satisfaction. By understanding the key drivers of customer experiences and the impact of technology and employee training, financial institutions can enhance their service delivery and build stronger relationships with customers.

Thesis Overview