Service quality management : a case study of Singapore Banking Corporation Limited, Cambodia | |
| Author | Hean Sopauline |
| Call Number | AIT RSPR no.SM-04-114 |
| Subject(s) | Banks and banking--Customer services--Cambodia Consumer satisfaction--Cambodia |
| Note | A research study submitted in partial fulfilment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-04-114 |
| Abstract | According to the high competition in financial sector in Kingdom of Cambodia, Singapore Banking Corporation Limited needs to improve service quality management. The research study was carried out in response to the enhancement and improvement of service quality of SBC Bank. SBC Bank focuses not only on customers' satisfaction but also the feeling of the employees. The purpose of this study is to analyze and monitor the current service quality which is provided by SBC Bank to customers in order to determine ways to enhance and improve service quality through an encouragement and motivation of the employees. The research study describes and analyzes the service concept and the service delivery processes. Then, it proceeds to identify the service attributes from the perceptions of customers and frontline employees. Finally, efforts were undertaken to measure the service quality so as to pinpoint perfo1mance gaps as well as the degree of essentiality of service attributes. Recommendations were given for the improvement of service quality. |
| Year | 2004 |
| Corresponding Series Added Entry | Asian Institute of Technology.|tResearch studies project report ; no. SM-04-114 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Zimmermann, Willi; |
| Examination Committee(s) | Donyaprueth Krairit;Sununta Siengthai; |
| Scholarship Donor(s) | Government of France; |
| Degree | Research Studies Project Report (M. Eng.) - Asian Institute of Technology, 2004. |