Tag Archives: Banking Company

Case Studies on HSBC

HSBC is one of the largest banking groups in the world today. It has been ranked fifth largest company in Forbes Global 2000 and the third largest banking company as well. HSBC head office is located in the HSBC Tower in London’s Canary Wharf. The HSBC group is named after its founding member, the Hongkong and Shanghai Banking Corporation, a bank established by , a Scot, to finance British trade in the Far East in 1865. Click here to read more…

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Case Study on Länsförsäkringar

Case Study about Länsförsäkringar

Introduction: The application development team at Länsförsäkringar AB, a Swedish insurance and banking company, wanted to simplify and speed software development. The team’s customers relied on it for specialized applications. However, the team was using manual development methods that slowed delivery.

Situation: Located in Stockholm, Sweden, Länsförsäkringar AB is owned by 24 regional insurance and banking companies. The Länsförsäkringar companies operate independently, and together they serve more than 3.2 million customers. The alliance has approximately 5,800 employees throughout Sweden and the United Kingdom. Although the regional firms manage most of their local IT infrastructure, they rely on Länsförsäkringar to design and administer line-of-business applications that are shared by the companies. Product specialists in Länsförsäkringar collect requirements and then work with the IT department—a team of approximately 300 employees—to create or revise software used for customer service and other mission-critical activities. Keep reading..

Case Analysis on Customer Satisfaction

Case Analysis about Customer Satisfaction in Services Company (Bank)

Abstract: This project is focused on customer satisfaction in service industries, especially in banking sector. In this service sector, the customer satisfaction is pertinent to the service perception and expectation toward internal and external customer. The objective of this project is to identify the quality of service of banking company toward the customer and employee satisfaction by using SERVQUAL, Kano Model, and Herzberg Theory. The methodologies included used SERVQUAL to integrate the gap model between customer’s expectations and perception of the service, while Kano Model is used to mapping the customer needs and expectations as well as the satisfaction criteria of different customer requirements (CRs).





Introduction: Customer satisfaction can be experienced in a variety of situations and connected to both goods and services argued that by assuming a customer will learn from experience, then the decreasing levels of expectations-disconfirmation against goods and services should affect customer satisfaction. This is supported by Alhemoud in the case of banking service in Kuwait, that the customer satisfaction is resulted from any dimension whether or not it is quality related and its judgment may arise from non-quality issues and require experience with the service or provider. In addition, Hsu and Cai said that when customer satisfaction is modelled as a function of disconfirmation arising from discrepancies between prior expectations and actual performance, then the expectations as a critical antecedent of satisfaction becomes a determinant of attitude.

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