Achieving excellent customer service at Hong Leong Bank Berhad third mile bazaar Kuching branch / Anne Ngsangai Muli

Achieving excellent customer service is the goal of all the banks and service provider. In the competitive world nowadays, all the products offered by the same industry are almost similar to each other. The only way for the firm to gain competitive advantage is through the differentiation of customer service given. This is what happened to Hong Leong Bank Berhad, particularly Third Mile Bazaar Branch. This branch also faced a rival from the other commercial bank surround the area. So in order to ensure sustainable growth achieving excellent customer service is important. The method used in collecting the information in this study is mainly through questionnaire and unstructured personal interview. The data collected then processed by using SPSS software system. From the data analysis, a few findings had been found. It is such as, the Priority Banking
customer, mostly are satisfied with the service given to them. The overall customer service quality at the branch is at a satisfactory. But there are rooms for improvement in order to be excellent and competitive. Even though the overall customer service is at satisfactory level, but the queue time management is not as good as the other area. Queue time management needs a lot of improvement. The recommendations are mostly call for the further improvement in the queue time management as the other area is at a satisfactory level.