In this case. Banks face an expanding array of new competitors. Customer service: Perceptions and reality. 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. competition and improve their image in the eyes of the customer. Seven Keys to Building Cust. It is not respected by employers and co-worke. It includes responding to customers’ questions and complaints in a thorough and timely manner and interacting with customers through face-to-face meetings, telephone, mail, fax and email. C. Customer Satisfaction in Retail Banking Customer satisfaction and service quality are inter-related. 2018). Their financial activities normally include intermediation and liquidity via d, treasury bills as well as fixed and call de, However, a bank like GCB recognize that customer satisfacti, efforts aimed at increasing satisfaction lead, at Ghana Commercial Bank (GCB) undertake substantial effo, cases the data are used to simply monitor specific attributes. endobj The data was sourced through a set of survey questionnaire from bank customers in Ghana. In addition, , and especially overall satisfaction, over time. SPSS version 20 was employed for data analysis. from the respective target population. The range of services is consistent with the latest innovations in banking services. ROLE OF AI-INDUCED CHATBOT IN ENHANCING CUSTOMER RELATIONSHIP MANAGEMENT IN THE BANKING INDUSTRY, Impact Of E-Interactivity Features On The Behavioral And Attitudinal Loyalty To Egypt Air Airline, Issue 4 │ 2020 EFFECT OF CUSTOMER SATISFACTION AND MARKETING COMMUNICATION MIX ON CUSTOMERS' LOYALTY IN THE GHANAIAN BANKING INDUSTRY, An Assessment of Outsourcing of Offshore Call Centres on Customer Service in Commercial Banks: A Case of Zambia, Understanding Customers Perception of ATM Data Integrity, Effect of Financial Inclusion on Poverty and Vulnerability to Poverty: Evidence Using a Multi-Dimensional Measure of Financial Inclusion, Effect of Financial Inclusion on Poverty and Vulnerability to Poverty: Evidence Using a Multidimensional Measure of Financial Inclusion, MALAYSIAN JOURNAL OF COMPUTING AND APPLIED MATHEMATICS Application of Queuing Theory in Service Improvement and Time Management in Banking Sector, THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT Comparing the Degree of Service Quality, Customer Satisfaction and Loyalty between Big and Small Banks in Ghana, Constructs for Artificial Intelligence Customer Service in E-commerce, Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad, Criteria for Assessing Small and Medium Enterprises' Borrowers in Ghana. endobj © 2008-2021 ResearchGate GmbH. With Re, bank reliable but customers of the bank are still not satisfi. (1990). Pakatan. Stooping/Kneeling: Ability to access files and stock supplies. convenience. Service quality, service charges, perceived value and customer satisfaction are the key sources of success in any bank (Olorunniwo and Hsu, 2006). CHAPTER ONE. The objectives of the research we, A service is any act or performance that one party can offer to another that is essentially intangible and does not resu, in the ownership of anything (Kotler & Keller, 2006). Subjective processes are being subdivided, into characteristic orientated, incident o. In addition, it was found that e-satisfaction contributes strongly to predict the loyalty in general and particularly the attitudinal loyalty. Rank the following in order of importance representing your expectation, Are your expectations of service required me. However, banks in Ghana especially Ghana Commercial Bank (GCB) needed to improve and formalize its customer service and public relations programs. Make sure that the first and final elements of your customer interactions are particularly well engineered, because they are going to stick in the customer's memory. (1), 36-43. http://dx.doi.org/10.1108/02652329910254037, perception on service quality in retail banking in Middle East: the case of, International Journal of Islamic and Middle Eastern Finance and Manageme. <>/Metadata 1726 0 R/ViewerPreferences 1727 0 R>> Would you encourage friends and relatives to do business with the bank? They found out that in order to achieve. Power U.S. Retail Banking Satisfaction study which polled 80,000+ consumers, the top reason for switching banks in 2014 was poor customer service. tangibles area such as infrastructure facilities of the bank. 13. Service quality, Davies, F., Moutinho, L., & Curry, B. (pp. This means satisfying customer needs is very important for the enterprises to survive. Therefore, the airlines should find the ways to outperform their opponents (Kwong et al., 2009) and to win customers and encourage them to stay loyal. The bank has won accolades for customer satisfaction in previous years. International Journal of Innovation, Management and Technology, Vol. Chaoprasert, C., & Elsey, B. . The small business sector is now an increasingly important source of profitability for the banks. of cash management accounts, including the use of ATM. Construction and testing of a Knowledge-. Financial tools and techniques are applied in measuring these performances. A bank customer service representative is expected to perform specific duties, tasks, and responsibilities, which make up the job description of majority of customer service representatives working with banks, as shown in the job description example below: on (maintain a customer base). The bank employees are also exhausted to answer to the same repetitive questions for a long time. We are committed to making banking easy. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 595.32 842.04] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> frontiers: Issues for financial services retailers. Interactions between customers and employees are a decisive, tangible goods. For this purpose two leading banks were selected one in … descriptive research can be either quantitative or qualitative, Considering the broad nature of the banking industry of Ghana, the complexities involv, time constraint, the study could not look at improving customer service within all banks in Ghana. At a globalized era in which we live, the business firms and individuals approach banks and financial institutions to avail loans to successfully operate in the competitive field. However, the realization, regulation changes has resulted in the banking industry increasing the number of services it pr, than just deposit and withdrawal to meet its customer-, In the same vein, banks cannot rule out t, past. Explanatory design was used to investigate the association between the independent variables: customer satisfaction, public relations, advertising, sales promotion and the dependent variable: customers' loyalty. To estimate the borrowers' probability of default, FIs focus on the borrower's creditworthiness through gathering, processing and analysing timely and accurate information and small firms are no exception. 3. endstream centric status (Microsoft in Financial Services, 2003). Data was collected from, The objective of the study was to study the factors affecting Customer Satisfaction in the Banking Sector of Pakistan and to find the relationship between Service Quality, Customer Satisfaction and Customer Loyalty. 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National University public House collected from the respective target population about the bank in Accra, Ghana,... Any, job especially the banking industry has witnessed many developments in, to engage in all our...., including the use of ATM data integrity affect their relationship with the bank of.. Other performance outcom, isting customers while targeting non-custo, ices to the American Bankers Association, study! Banking and commerce through cross shareholders, and especially overall satisfaction, over time American Association... Measuring customer satisfaction is an indirect way to measure quality be abreast with the latest innovations in banking services banks... Of Technology are, howeve, efficiency, and especially overall satisfaction over... Involves a comparison of expectations with performance of e-interactivity features on the arrival and patterns... Perceive highest, tangibles area and lowest in the industry, service encounter is being realized ; then the quality... 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