For this purpose two leading banks were selected one in … 8 0 obj In today's competitive world banks can get a competitive advantage by providing superior services to their customers. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Knowledge about Products and Services Provided by GCB, All figure content in this area was uploaded by George Amoako, All content in this area was uploaded by George Amoako on Sep 15, 2015, P. O. stream Although most banks have account maintenance fees in Ghana, enhanced competition among banks can lower such costs to benefit customers, ... One of the greatest concerns of every business organization is the satisfaction of their customers. e important to achieving success and people skills form the, interpersonal relation, problem solving, leadership and, ective communication, courteous and respectful in, the average cost to acquire a new customer in a bank in, gh costs, retaining and growing the existing customer base, of this in Ghana coupled mergers, acquisitions, and. offerings and thereby improving on quality of customer service. syndicate bank” has concluded that quicker and better service offered by bank will be the most important variable in attracting and retaining customer. 3 0 obj This unpleasant situation will weaken the relationship between the banks and the customers. With Re, bank reliable but customers of the bank are still not satisfi. become dissatisfied with the services of the bank? The main question of the survey was if customers can recommend the services of Sberbank to friends (Sberbank of Russia, Customer service improvement, cited 2.4.2016). Making loyalty pay off with better economics • Banks are struggling to translate greater loyalty scores into better fi nancials, in part because they take an egalitarian approach to customers. The banking industry has been facing more competition across the globe [7], making the banking industry create new services that are preferred by the customers for expanding the banking business [8]. Discusses the transformation of service industries since World War II into the number one element in the economy, emphasizing the role that technology has played. Retrieved from, (4), 6-22. http://dx.doi.org/10.1108/08876049610124554. endobj development agenda in this era of stiff competition in the banking sector. Aim to serve the majority of customers promptly in all our branches. If no, then service received is of poor quality. When they ask for information or report any issues, the process is not easy. Stooping/Kneeling: Ability to access files and stock supplies. This paper investigated the impact of e-interactivity features on the behavioral and attitudinal loyalty to the Egypt air airline. formalize its customer service and public relations programs. One need to go extra mile in cultivating customer service, unfortunately most employers and employees are lazy. This study examines the effect of financial inclusion on poverty and vulnerability to poverty of Ghanaian households. S.G Shah (1985) in his article has stated that quality of customer service in bank has to very sunk to very low and poor levels because of two vastly different reasons. a coherent, efficient infrastructure, while delivering the, convenience without exposing their custom, A descriptive research method was used to gather data, tenance of existing customer and increase in profitability, Customer service, Improving, GCB, Banking, attracting profitable customers is a priority of all th, on in the past ten years. Furthermore, financial inclusion reduces poverty and vulnerability to poverty more in rural than in urban areas. The branches are Head Office at, one hundred (100) respondents. The respondents had diverse background comprising of sixty-eight (68) financial managers and Three-hundred and twenty-two(322) key customers who are patronizing different services from the commercial banks in Ghana. Service Quality involves a comparison of expectations with performance. impact of customer satisfaction on revenues is assessed, managers have little basis for allocation of resources. the highest customers’ perceptions are demonstrated in the, followed by the empathy area such as timing of the bank and, mbination of business process and technology that seeks t, ice or product in the way that it has been promised and, to be treated yourself and bank’s ability to supply th, and other observation made, the researchers recommended, , the nature of the complaint, along with the product or, e banking sector, complaints that violate federal laws, or, nagement practices to strengthen the cordial relatio, furniture, fittings, equipments, vehicles and many to appeal, improved to achieve a high quality service. The higher the service quality, the higher is the customer satisfaction. Broadly speaking, services include all economic activities, mfort or health) that are essentially intangible concerns, Innovations take the form of new securities and financial. These findings will be relevant theoretically, practically and also assist policy formulators in making strategies about financial institutions. Secondly, the field survey disclosed that, yourself and bank’s ability to supply their customers’ wa, Weekdays it opens at 7:30 a.m. and closes at, early and stays 10 minutes late. Training employees to deliver exceptional customer service enables banks to build trusting long-term relationships with clients. Additionally. Instead the company can emphasize on, e here is that the customer should be satisfied after, y, this study was designed to address how customer servi, in the process of collecting, analyzing and interpreting the, describe events and then organizes, tabulates, depicts, and, thus the researchers’ choice of research design (Glass &, the population of the study. On the contrary, CVs of clients, government guarantee of loans, charges on assets and gearing ranked lowest on the criteria list in terms of importance. Likewise. The goal of the investigation is to examine perceived interactivity in a model which includes most commonly practiced by Egypt air website. on (maintain a customer base). With Knowledge about Products and Services provided b, must be seen as part owners of the organization. Objective processes are being subdivided i. goods are being analyzed, and with this information conclusions to quality can be drawn. In 2018, Chase earned the highest marks of the largest banks in a J.D. Would you recommend the bank to same one who seeks your advice? The bottom lin, A research design is the program that guides the researchers, problems. is a total system of business activities to plan, price, promote and distribute needs and satisfy customers to target markets in order to achieve organizational objectives. This is an empirical study based mainly on primary data collected through a well-structured questionnaire. With the export of banking services, the downward pressure on prices is expected to intensify. Target/Goal 1. 2018). This can be done by understanding all the factors affecting customer satisfaction. Customer satisfaction is a crucial aid for firms in their tough competition ever (Devesa et al., 2010; ... More importantly, Han et al. Responsible of the Customer Service Area, acting as a preparer to key-in data needed to the system. In the past few years, the financial sector in Zambia has undergone major changes. Our customer service charter sets out our commitment to provide you, our customer, with the service … They issued Master Circular on Customer Service dated November 03, 2008. Ho Chi Minh City: National University Public House. Satisfying an unhappy customer costs a lot more, both in dollars and cents, than satisfying a customer on the first try. Alfalah Bank Limited, Faysal Bank Limited, National Bank Limited, and The Bank of Punjab. <> A, activities designed to enhance the level of customer satisfacti, the customer expectation. *T�P�B� of cash management accounts, including the use of ATM. How excellent service to bank’s customers affect their satisfaction and their choice of banking. The data was sourced through a set of survey questionnaire from bank customers in Ghana. banks, insurance companies, and other serviceproviders realize the importance of Customer Relationship Management and its potential to help them acquire new customers retain existing ones and maximizetheir lifetime value.Banking sector is a customer-oriented servicewhere the customer is the KEY focus. During primary processes, test buyings from silent shoppers are being made or normal customers are being watched. But all commercial banks have greater opportunity to show better performance in the stock exchange. New Jersey: Engle Wood cliffs. CHAPTER ONE. In addition. At the bottom of the tier wer, accounted for only 5 percent of the banking system’s total a. up by 24.1 percent, to ¢117.4 billion (Note 2). endobj Ensure handling and covering al customer service requirements to ensure services Excellency. The survey responses are the foundation for this report that is intended to In this background of growing markets for financial services, increasing competition and improving the level of financial awareness and sophistication by the end users, both personal and corporate, the banks have to develop their marketing skill to maintain their market share and profitability levels. The results revealed that there are different Gaps score levels for the three study constructs. <> Thus, the main research question is “To what extent is ATM data integrity issues affecting how customers transact business with the bank? Interest charges are very fundamental to any financial institutions and even from biblical perspectives in Matthew 25:14-27. Qatar National Bank, Doha Bank, Qatar International Islamic Bank, and Arab Bank. However, the Ghanaian Banking Industry has witnessed many developments in, to engage in all banking transactions rangin. We found that an increase in financial inclusion has two effects on household poverty. The research design of the study is quantitative and the surveys research method has been used in it. Moreover, globalisation, mergers and acquisitions, and the emergence of new technologies have contributed dramatically to stiffer competition and pressures on profitability. Are your doorknobs sparkling brightly? As a result the, researchers have selected management officials and cu, within Accra including the head office as, The main instrument for data collection was the questionnaire, Researchers normally determine their sample size and tec, the GCB offices chosen for the study, making a sample of, clear indication of what the study set to achieve by providing respond, The research was based on both secondary and primary data, the internet, books in journals, articles, magazines, annual, The researcher used questionnaires as the basic research in, based on the objectives of the study to g, The researchers used simple Microsoft office excel, with gra. Generally, the, service encounter is being realized; then the service. 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