Improving Customer Satisfaction by enhancing the Loan Processing System at NBAD UAE

Improving Customer Satisfaction by enhancing the Loan Processing System at NBAD UAE

Literature review basically is locating you study within academic literature. It has to answer the following questions:

• What is customer satisfaction?(definition, theories etc.

• What are the various components/aspects of cs?

• How did the concept of cs evolve over the years? Who are the major contributors?

• What are the key researches in this industry on cs?What were their findings?

• What is the most latest findings and emerging concepts in cs in the specific industry and region that you are conducting study in?

• Why are you doing this study?What is the gap of knowledge that you identified that this research will fill?

• Summarise the chapter and introduce the next chapter.