Customer service comparison (CAC Bank, Tadhamon International Islamic Bank)
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CAC Bank was established in 1982 through the merger of an agriculture credit bank and national cooperative bank. It has 84 branches and is fully government owned. Tadhamon International Islamic Bank was founded in 1996 and is based on Yemen's Islamic Banks Law, operating 24 branches and over 120 ATMs. A perception study found CAC Bank outperformed Tadhamon Bank in many areas like reliability, responsiveness and ease of use, but underperformed in assurance and empathy. Recommendations include improving individual attention, responsiveness, employee training and empowerment to better serve both external customers and internal employee customers.
Customer service comparison (CAC Bank, Tadhamon International Islamic Bank)
- 2. CAC BANK ï‚´Credit and agriculture cooperative bank ï‚´Established in 1982 ï‚´Merger of agriculture credit bank and national cooperative bank ï‚´Fully owned by the government ï‚´Has 84 branches and offices ï‚´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 ï‚´It was founded in 1996 ï‚´Based on the Islamic Banks Law in the republic of Yemen ï‚´Has a net of 24 branches ï‚´More than 120 ATM machines ï‚´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 ï‚´Banks offer variety of services ï‚´High quality banking services and customer service ï‚´Employees are well trained, understand what customers want ï‚´Employees give their full attention to customers, and are welling to satisfy customers' needs. ï‚´We expected to get good treatment. ï‚´Getting the services we need quickly ï‚´Using advanced technology in delivering services to customers.
- 7. Our Perceptions ï‚´Reliability ï‚´Assurance and empathy ï‚´Responsiveness ï‚´Tangibility ï‚´Ease of use ï‚´Variety of services
- 8. Reliability Tadhamon BankCAC BankElements GoodGoodPerform the service right the first time GoodGoodBank provide the service at the time they promise to do so. PoorGoodError free records GoodPoorTrust the
- 9. Assurance and Empathy Tadhamon bankCAC bankElements GoodPoorEmployees are always well- mannered GoodPoorEmployee have enough Knowledge GoodPoorGives individual attention
- 10. Tangibility Tadhamon BankCAC BankElements PoorGoodModern looking and organized equipment PoorGoodPhysical facilities are visually appealing GoodGoodEmployees are well dressed and appear neat
- 11. Responsiveness Tadhamon BankCAC BankElements PoorPoorPrompt service to customers GoodGoodAlways be willing to help customers PoorPoorTell you about performance of service PoorPoorRespond to queries
- 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
- 14. Internal Costumers ï‚´Cacbank Tadamon BankCAC Bank PoorPoorMotivating PoorPoorEmpowerment GoodGoodRewarding PoorPoorTraining
- 15. Problems (CAC Bank) ï‚´ System failure ï‚´ Some services are not provided ï‚´ Trust of employees ï‚´ Problems with ATM machines ï‚´ Delayed services ï‚´ Dealing with impatient and angry costumers ï‚´ Untrained employees ï‚´ Conflict of interest ï‚´ Employees empowerment ï‚´ Costumer attention
- 16. Problems (Tadamon Bank ) ï‚´System failure ï‚´Problems in ATM machines ï‚´Problems in internet and mobile services ï‚´Less branches ï‚´Equipment and facility are not organized well ï‚´Delay in services ï‚´Loyalty means nothing ï‚´Untrained employees ï‚´Poor reputation ï‚´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 ï‚´Management explain the importance of costumers ï‚´Train employees ï‚´Implement just in times service management ï‚´Empower employees
- 20. Thank you ï‚´ Done by: ï‚´ Muhannd Alhajri ï‚´ Zaid Almedwahi ï‚´ Yasser Al Azab
Editor's Notes
- #8: 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.
- #9: 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.
- #10: 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.