Contents

• Introduction 4
• Purpose and Aims 4
• Organization Background 4
• Scope of the Report 5
• Methodology 5
• Theoretical Review 6
• Quality Management in Banks 6
• Benchmarking of Performance in Banks 6
• New Product and Service Design in Banks (Key Factors and Trade-Offs) 8
• Servqual Gap Analysis in Banking Sector 8
• Performance Measurement in Meeting of Consumer’s Expectations by Banks in Oman 9
• Critique and Limitations 10
• Application to Bank Muscat 11
• New Product and Service Design 11
• GAP Analysis 11
• Benchmarking of Performance 12
• Servqual Gap Analysis 12
• Conclusion 13
• Recommendation 13
• Bibliography 14

Description

The following paper tends to evaluate the operational efficiency of Bank Muscat through the use of effective operational management theories and models. Bank Muscat operates as the leader in the financial services industry in Oman in acting as a financial conglomerate. The banking company operates along various divisions related to investment banking, commercial banking, insurance and other loan services to offer to its customers a large plethora of products and services. Herein the paper would reflect the services gap of the banking company with special focus on its automobile loan department. The gaps identified would be analyzed through the use of models and theories to thereby generate potential recommendations.