Customer Satisfaction in Agrani Remittance House Sdn Bhd

Abstract

To achieve success or survive in today’s competitive business environment, delivering quality service is very important for any economic enterprise. Without satisfying their customers, no organization can be successful. This case aims to investigate customer satisfaction towards remittance service of Agrani Remittance House, Malaysia. There are some issues that need to be paid attention to attain customer satisfaction. Lack of employee experience and technological advancement are the main hinders of customer satisfaction. To overcome this kind of problems, the management needs to be conscious about the employees. They should hire the type of employees who are friendly with people and fulfil the demand of customer wants. It has been observed among some customers of the bank that the overall customer satisfaction is above average but not excellent. The bank should emphasize the importance of customer satisfaction among its employees and take further actions to enhance the quality of service. Employee education, beneficial programs for customers and implementation of new features are recommended as well.