Customer Satisfaction at Mashreq bank loan department

Table of Contents

Introduction. 3

Company Overview.. 4

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Literature Review.. 4

Importance of Customer satisfaction in an Organisation. 4

Loan Products. 5

Methodology. 6

Discussion. 7

Recommendations. 9

Conclusion. 9


Mashreq Bank plans to set gauges as the Market pioneer in UAE. It trusts in giving effective, cordial and present-day full-management depending on a gainful premise. The fundamental target of the study is the research of consumer loyalty review of Unsecured Loan clients of Mashreq Bank Limited. Mashreq Bank Ltd has two fundamental divisions of operation—Corporate and Consumer Banking (Williams & Naumann, 2011). Customer banking manages retail managing an account management to clients. Under the Retail Banking Division, I, as an assistant, was working under the Unsecured Loan office. This division primarily gives advances to clients to a wide astypement of purposes. Two primary types of results of the unsecured Loan division are Salary Loans and Quick Loans. These are credits focused to clients for individual needs. The fundamental clients are salaried persons and Businessmen. The Unsecured advance portfolio is continually expanding. Direct Sales Officers of Unsecured Loans are dependably on the rushed to hunt down new clients.

Anyhow an imperative component is that whether with this constantly expanding number of clients, enough concern is being given to the satisfaction level of the clients (Williams & Naumann, 2011). At present, there are a few nearby and remote banks offering comparative advance items as Mashreq Bank. Clients have expanded degree for management level research between contending banks. This report was gone for discovering the level of consumer loyalty of the unsecured advance clients. A specimen of clients of both the Salary and Quick credits were chosen, and they were met via poll. Their reactions were dissected to get the present situation of consumer loyalty in specific viewpoints (Luo, Homburg & Wieseke, 2010). The exploration demonstrated that clients of unsecured credit items these days whine about such matters as expanded interest rates, complex documentation methodology, strict advance qualification criteria, and so forth. At the same time these measures have been taken so as to diminish the likelihood if credit defaulting. What the aftereffect of this research did is it unmistakably pinpointed precisely what elements hamper consumer loyalty if the credit clients. Once distinguished, the components that cause disappointment can be explored, to restore the satisfaction level of the clients. This is greatly critical if MASHREQ Bank Limited needs to keep up business sector initiative in Customer satisfaction.

Company Overview

Mashreq Bank is a head keeping money and monetary management foundation working inside the Middle East. It is a particular organization in that it offers budgetary management identified with purchaser, corporate, and business keeping money, and in addition, progressed monetary management like speculation managing an account. To the populace of the Middle East, Mashreq Bank is one of the chief banks that they get money-related management from (Luo, Homburg & Wieseke, 2010).

Amid the most recent three years, the customer base of Mashreq Bank has become exponentially and the bank has extended the extent of its operations to more current areas inside the Middle East. Inside any bank, there are three center capacities which are showcasing, improvement, and operations, all of which add to driving organizations to achievement (Luo & Bhattacharya, 2006). In Mashreq Bank, we find an unlucky deficiency of exceptional interest in advertising exercises, which is tricky since the bank is working inside the money related center point of the world. Notwithstanding, operation capacities assume a noteworthy part as far as enhancing its management to live up to clients’ desires. This paper will analyze why Mashreq Bank’s operational management are not at standard with worldwide models, and how this circumstance can be moved forward. Initially, the current circumstance will be clarified, and after that commitments of the operation management will be portrayed with a specific end goal to investigate the issues. Taking after, the proper arrangement will be distinguished through making new programming which underpins business process re-designing to take care of these issues.

Literature Review

Importance of Customer satisfaction in an Organisation

“Consumer loyalty is progressively turning into a corporate objective as more organizations take a stab at quality in their item and services”( Homburg, Koschate & Hoyer, 2005). There is an extraordinary rivalry in the business to catch the clients. Accordingly, the worldwide pioneers can’t think contending in the business sector, just with the value figure alone. They understood that consumer loyalty is the most vital element to turn into the business pioneer. The capacity of the firm to stay in the business is important to win clients over rivalry since the client is the establishment of the business. Case in point “The retailer Tesco concentrating on the client, oversaw itself to build its piece of the pie and productivity by turning into the business pioneer in the exceedingly focused and cost-cognizant business sector place”( Fornell, Rust & Dekimpe, 2010Today the clients were more taught and very much educated. They won’t be redirected from their desire. They have extensive variety of alternative to pick the item and management. To attain to the complete satisfaction from item and management the client makes dynamic research between diverse item and management. The client’s desire rises slowly when they start to utilize a superior management. accordingly, the bank have difficulties to keep up the abnormal state of consumer loyalty dependably. The aggressive business sector compels the firm to raise their consumer loyalty dependably.

Loan Products

MASHREQ BANK has the store management for its clients. MASHREQ BANK’s store management are demonstrated in the figure underneath.

Salary Loan

Salary Loan is a completely unsecured advance office offered to the salaried representatives of distinctive corporate bodies, MNCs, Small/Medium Sized neighbourhood organizations and so on taking into account their month to month net pay. This type of credit has diverse highlights and prerequisites which will be examined in subtle element in the resulting sections (Krishnan et al, 2006).

Quick Loan

Quick loan is an individual credit office offered by the retail saving money division to specialists who have sound business records for least 1 years. It is a clean loaning item as in there is no money security (like Govt. Investment funds Certificates or Fixed Deposits and so on) taken against the credit. QL has diverse highlights and prerequisites which will be examined in subtle element in the resulting sections.

Auto Loan

Whether you need to buy a just took the ribbon off new auto or a reconditioned one, MASHREQ Bank Auto Loan is constructed for most extreme pace and productivity. Get your fantasy auto out and about quickly.

Own Home

Own Home is the Home Loan item from Mashreq Bank with a complete arrangement extending with five qualities included FREE management. MASHREQ BANK Home Loan gives individual bank delegate to data hunt till moving into the home. Notwithstanding these there are brilliant benefit consultancies for: Interior, Furniture & Soft Furnishing, Home Appliance, Window Treatment and so forth.

Secured Loan/Overdraft

Mashreq Bank Ltd gives credit against settled stores with the goal that you can address any money crises without the issue to abandon your high return reserve fund


The study took a quantitative research approach to get data from the 42 participants for the study. This was done with the use of questionnaires that were administered to the respondents to answer the questions.


Customers feel the Mashreq bank are honest and thorough about product presentation


  1. i) Response by the Salary loan Customers


The output of data analysis by SPSS shows the following:


  Frequency Percent Valid Percent Cumulative Percent
Strongly Disagree 1 1.0 1.0 1.0
Disagree 0 1.0 1.0 3.0
Neither  Agree  nor 0 6.0 6.0 10.0
Agree 1 11.0 11.0 86.0
Strongly agree 39 78.0 78.0 100.0
Total 42 100.0 100.0  



Strongly Disagree



Neither Agree nor Di




Fig 3.7: Customer opinion on the fact

That “The Mashreq bank are honest and thorough about product presentation”

Strongly agree




  N Minimum Maximum Mean Std. Deviation
DSPROP 42 1 2 3.61 .822
Valid N 42          
Hypothesized Mean         3.00



Z-Score 13.39
Z∞-Critical -1.632
Result Z > Z∞

From the table we see that z-score is far greater than z-critical by a huge margin. So, here we are unable to reject the null hypothesis. So it is found that the SL customers are satisfied with the honesty and product presentation capability of the Mashreq bank.

In order to see whether customers are highly satisfied, it is assumed that if µ≥ 3, customer highly satisfied. Our null and alternative hypotheses are:


Ho : µ≥ 3    
H1 : µ< 3    
Hypothesized Mean for loan processing within expected time   3.00
Z-Score   2.11
Z∞-Critical (at 0.02 level of significance for left tailed test)   -1.632
Result   Z > Z∞
The Z score is far greater than Z-critical, and thus we cannot reject Ho. So it is found that SL

Customers are highly satisfied with product presentation capability of the Mashreq bank.


  1. ii) Response by Quick Loan customers


In the same way as all the previous tests,


The output of data analysis by SPSS shows the following:


  N Minimum Maximum Mean Std. Deviation
DSPROP 42 1 2 3.76 1.138
Valid N (listwise) 42          
Hypothesized Mean           3.00
Z-Score           3.33
Z∞-Critical (at 0.02 level of significance for left tailed test)     -1.632
Result           Z > Z∞


So, here we are unable to reject the null hypothesis, and thus the alternative hypothesis is rejected. So it is found that the QL customers are satisfied with the product presentation capability of the Mashreq bank.


In order to improve customer satisfaction in the bank there was need to ensure that customers got the best quality of service. Therefore it was wise that the organization adopted quality management tools. The company should adopt Total Quality Management as a system that will change the look of the customer service the employees offer.


From the study, it is clear that the organization has the best customer service. Customers using the bank are satisfied with the quality of service rendered to them.  However, the study also shows some loopholes. In order to fill the gaps noted there is need to have a better quality management system. TQM is the adopted tool for the organization.



Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. pearson.

Oliver, R. L. (2010). Customer satisfaction. Wiley International Encyclopedia of Marketing.

Oliver, R. L. (2011). Satisfaction: A behavioral perspective on the consumer. ME sharpe.

Schneider, B., & Bowen, D. E. (2010). Winning the service game (pp. 31-59). Springer US.



Fornell, C., Mithas, S., Morgeson III, F. V., & Krishnan, M. S. (2006). Customer satisfaction and stock prices: High returns, low risk. Journal of Marketing70(1), 3-14.

Fornell, C., Rust, R. T., & Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research,47(1), 28-35.

Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing69(2), 84-96.

Luo, X., & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing70(4), 1-18.

Luo, X., Homburg, C., & Wieseke, J. (2010). Customer satisfaction, analyst stock recommendations, and firm value. Journal of Marketing Research47(6), 1041-1058.

Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing20(1), 59-72.

Wang, T., & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management27(2), 173-184.

Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a firm-level analysis. Journal of services marketing25(1), 20-32.

Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management31(2), 274-284.

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