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Category: Music and Cinema
Date Submitted: 09/25/2013 10:10 AM
1.0 INTRODUCTION OF HONG LEONG BANK
Hong Leong Bank (HLB) had announced that it has achieved ISO 9001 : 2000 certification for its 35 branches in Kuala Lumpur. The certification calls for the implementation and maintenance of a Quality Management System, which promotes consistent customer service delivery and continual improvement in branch counter services. The banking industry, most researchers are interested in maximizing customer satisfaction. Customer satisfaction can be defined as a measure of how the customer perceives service delivery (Hernon&Whitwan, 2001). For example, customer satisfaction is a function on of service performance relative to the customer expectation. For this reason, it is important to understand how customer expectation is formed in order to identify the factors of service satisfaction (Liu, 2000).
The fact that different customers have different expectations are based on their knowledge of a product or service (Reisig&Chandek, 2001). This can be implied that a customer may estimate what the service performance will be or may think what the performance ought to be. If the service performance meets or exceeds customers& expectation, the customers will be satisfied. On the other hand, customers are more likely to be dissatisfied if the service performance is less than what they had expected.
1.1 Hong Leong Bank Berhad (HLBB) Logo Rationale
The downwards-sweeping "Blue Lines" signify the motto "Reaching out to you"
* The "Red Lines" depicted as moving upwards is progressive growth
* The six lines coming together reflect a mission of globalization
* The lines converge to symbolize a cohesive group propelling into the new millennium
* Separately, the lines stand for the diversified business of the Group.
1.2 History of Hong Leong Bank
Hong Leong Bank was founded by Mr LAM JiChiew. The operation is begun in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company. The company...