Challenges faced by customers in the Banking Sector

Challenges faced by customers in the Banking Sector

Mohammed Anwar Al Balushi poses pertinent questions related to customer service offered by banks to underscore the importance of respecting people’s time and enabling positive and efficient banking relationship

The post Challenges faced by customers in the Banking Sector appeared first on The Arabian Stories News.Why do bank customers encounter challenges when availing services – whether through branch visits or mobile applications? Is this a critical issue within the realm of customer service? How do banks actively monitor and address customer issues in real-time? What role does the Central Bank of Oman play in overseeing this matter?

Commencing this discourse in an academic manner, let us delve into the perspectives of theorists regarding customer services. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction– that is, the feeling that a product or service has met the customer expectation.”

Pine and Gilmore (1998 and 1999) were among the early scholars to explore the concept of the customer experience. In their 1998 paper, “Welcome to the Experience Economy,” and the subsequent 1999 book, “The Experience Economy – Work is theatre and every business a stage,” Pine and Gilmore observed that as services become