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fatma alalili

on 8 January 2013

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Transcript of Banks

Team 0 + - = 9 8 7 1 2 3 4 5 6 c The 2012 Award Winners for the Bank Benchmarking Index are the following:- Our Topic Quality and productivity improvement Case Study will focus on : Dubai Islamic Bank V.S Abu Dhabi Islamic Bank WE are Final Project Hope you enjoy it Application of this topic in the UAE UAE Second highest in terms of branch density with one bank branch serving almost 12000 populations Dubai Islamic Bank Focus V.S Abu Dhabi Islamic Bank * Dubai Islamic bank was the first and the only Islamic bank in the region * Proggrams : 5s & Productivity awareness program , Quality Circle awareness program , Inter branch Quality Circle Competition Applying for ISO 9001:200 certificate and for any quality award programs has helped them to improve their ability to compete and fulfill their organization’s missions. * Quality has become an integral part of their culture since they open Quality & Productivity department on their main office *Help them to apply quality, Six Sigma, & Change Management tools and methods to improve their business performance. Assessment Tools survey focus group mystery shopper suggestion box SERVQUAL standards Comparison & Assessment The readiness and willingness of employees to help customers in providing prompt timely services. Responsiveness The bank's ability to perform the promised service dependably and accurately. Reliability The level of caring and individualized attention
the bank provides for its customers. Empathy The knowledge of the bank's employees and their ability to convey trust and confidence. Assurance The appearance of the banks physical facilities, equipment, personnel and communication materials. Tangibles * ADIB has the best overall call center
* Answered by the third ring in order to save customers time * Complaints regarding DIB call center * Costumers wait almost one hour to be served in DIB * Reason behind this delays is the number of employees in the branch. * Both of these banks have modern looking equipment Rate of Efficiency ROE

This concept related to how an institution simultaneously minimizes costs and maximizes revenue, based on an existing level of production technology. Observation Survey Recommendation Our perspective about this topic What is Quality and productivity improvement Amal Al Nuaimi 121110021 Literature Review Fatma Al Alili 200000985 Application of this topic in UAE Islamic bank (Comparison between DIB and ADIB) Eman Al Nuaimi 121110029 * Our Perspective
* Recommendation Service industry

Islamic Banks finally * ADIB and DIB should give attention to all the five quality service dimensions. * In order to create a perception of uniqueness in the mind of the customer , DIB and ADIB should continually evaluate service quality. * In order to improve the level of service quality, the two UAE Islamic Banks should focus their attention on the service quality dimensions that matters most to customers namely, Tangibles and Empathy. *For providing new services and even to improve their current services, both Islamic banks may conduct surveys from time to time. Service quality can be defined as the difference between customer expectations of service and perceived service. Survey Research instrument based on premise that customers evaluate firm’s service quality by comparing: (Lovelock and Wirtz, 2007) *Their perceptions of service actually received
*Their prior expectations of companies in a particular industry Poor quality: Good Quality: * Perceived performance rating < expectations * Perceived performance rating > expectations WE will study and analyze the Service Quality and Production improvement using SERVQUAL model SERVQUAL is a method for measuring service quality.

In SERVQUAL, quality is defined by the gap between what a customer expects and what the customer perceives. Components of Quality Service-based: 1-Reliability 2-Responsiveness 3-Tangibles 4-Assurance 5-Empathy * Focus on key enterprise priorities such as customer delight, expense reduction, revenue growth, risk mitigation, change initiatives and process and/or service quality and speed. Our study was based on
SERVQUAL model * UAE islamic bank need to asses and improve theri service quality in order to create a perception of uniqueness to the customers and improve their market share. * Quality service to customers enhances increase in bank revenue, which eventually transforms to increased customer sales * Quality Service enhances the corporate immage and reputation of the bank
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