Titus 2 Full Paper
Theme 5: Customer Satisfaction
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| Participant 2) Theme 5: Customer Satisfaction We also got the experience of our customer-participants about the performance and experience while using BDO’s service and interaction with its employees. This would further widen the point of views in the research as it contains the side of employees. “BDO is my bank of choice because of the wide variety of services they can offer to their clients.” (“BDO is my bank of choice because of the wide variety of services they can offer to their clients.”)(Customer participant) “Customer service of BDO is well trained, efficient and accommodating as well.” (“Customer service of BDO is well trained, efficient and accommodating as well.”)(Customer participant) The customer-participant was also asked about the satisfaction towards the online and traditional banking service and both answers were 9, it was answered from a scale of from 1 being the lowest to 10 being the highest. WORKING CONDITIONS AND EMPLOYEE PERFORMANCE OF BDO 24 Research from (Microsoft in Financial Services, 2019) shows what customers desire in a bank company. The Information mentioned match the customer participant’s answers which are the wide variety of services offered when banking and Efficient staff which helps the customer feel comfortable when banking. A related study from Hungarian Agricultural Engineering (2021) shows that there is a significant relationship between employee training, employee satisfaction and employee performance. The author states that banks should focus more on employee training to let the employees have more knowledge and skills in their activities. Which reflects the answer of our customer participant were well-trained employees would provide better service to the customers. Download 248.84 Kb. Share with your friends:
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