Re-membering the Bard: Revisiting The Compleat Wrks of Wllm Shkspr (Abridged)...
Customer service comparison (CAC Bank, Tadhamon International Islamic Bank)
1.
2. CAC BANK
Credit and agriculture cooperative bank
Established in 1982
Merger of agriculture credit bank and
national cooperative bank
Fully owned by the government
Has 84 branches and offices
Branch selected iS 22 may street branch
3. Mission
Provide diversified high quality banking and
financial services using top class systems
with top professionalism through a broad
businesses work for individuals and
corporates that contributes to the
development of the local economy.
Vision
To be the leading financial
institutions
4. Tadhamon International
Islamic Bank
It was founded in 1996
Based on the Islamic Banks Law in the
republic of Yemen
Has a net of 24 branches
More than 120 ATM machines
Branch selected is 50 street branch
5. Vision
To Be Your Number One Choice for Islamic
Banking
Mission
To provide world class local and international
Islamic banking services by TIIB’s unique and
professional team through modern and up-to-
date programs and technology that meet the
demands of the times, while exceeding the
expectations of our clients, shareholders, and
employees, all in a socially responsible
manner.
6. Our Expectations
Banks offer variety of services
High quality banking services and customer
service
Employees are well trained, understand what
customers want
Employees give their full attention to
customers, and are welling to satisfy
customers' needs.
We expected to get good treatment.
Getting the services we need quickly
Using advanced technology in delivering
services to customers.
12. Ease of Use
Tadhamon BankCAC BankElements
PoorGoodConvenient
branch locations
PoorPoorExtended working
hours
PoorPoorATM network
13. Variety of Services
Tadhamon BankCAC BankElements
PoorGoodThe bank
recommend
products and
services
according to the
need of individual
PoorGoodThe bank
recommend a
extensive range of
products and
services
15. Problems (CAC Bank)
System failure
Some services are not provided
Trust of employees
Problems with ATM machines
Delayed services
Dealing with impatient and angry costumers
Untrained employees
Conflict of interest
Employees empowerment
Costumer attention
16. Problems (Tadamon Bank )
System failure
Problems in ATM machines
Problems in internet and mobile services
Less branches
Equipment and facility are not organized well
Delay in services
Loyalty means nothing
Untrained employees
Poor reputation
Employees empowerment
17. CAC Bank
Strength
• Reputation good
• More branches
and well looking
facilities
• More services
provided
Weaknesses
• Assurance
and empathy
• Less individual
attention
18. Recommendations for External Customers
Use surveys to measure costumers experience
and satisfaction
Provide all services to ensure that they don’t
lose costumers
Continuous check and maintain system and
electronic services
Be more responsive to costumers
Show individual attention to costumers
Make clear instructions of how procedures
should be done
19. Recommendations for internal customers
Management explain the importance of
costumers
Train employees
Implement just in times service
management
Empower employees
20. Thank you
Done by:
Muhannd Alhajri
Zaid Almedwahi
Yasser Al Azab
Editor's Notes
In order to evaluate the quality of services offered by the banks we choose we decided to use 6 dimensions to measure the quality of services which are used world wide in evaluating the quality of banking and customer services. In each dimension we had analyzed several attributes to that helped us to locate problems.
System failure for 10 minutes due to electricity cut offs.
The delay of providing services in some situations because employees requires authorization from the management.
Some services cant be provided by employees without the authorization of the management.
In al tadhamon bank, there is some errors at the records they make.
In al tadhamon bank, customers don’t trust employees much.
Well known and important customers gets more attention from the employees and are treated well.
Some employees spend extra time to finish serve their employees.
Sometimes there is conflict of interest between external and internal employees.
Problems:
Individual attention in al tadhamon good whereas at cac bank poor.