Dissertation On Customer Satisfaction In Banks

Dissertation On Customer Satisfaction In Banks-74
A selfadministered questionnaire was used to collect primary data from 498 customers, using convenient sampling technique.Data were analyzed using SPSS’s frequencies and percentages, means, and Pearson’s Linear Correlation Coefficient.Among issues that are facing BPR, there are: (1) long queuing lines ahead of BPR tellers; (2) it takes days to get transfers matured (e.g., salaries, etc., from other banks) deposited on customers’ accounts, consequently many customers’ complaints; (3) Some branches are still using bank books; means money can only be withdrawn by the account owner, yet the practice of using cheques and ATM is only for few branches.

A selfadministered questionnaire was used to collect primary data from 498 customers, using convenient sampling technique.Data were analyzed using SPSS’s frequencies and percentages, means, and Pearson’s Linear Correlation Coefficient.Among issues that are facing BPR, there are: (1) long queuing lines ahead of BPR tellers; (2) it takes days to get transfers matured (e.g., salaries, etc., from other banks) deposited on customers’ accounts, consequently many customers’ complaints; (3) Some branches are still using bank books; means money can only be withdrawn by the account owner, yet the practice of using cheques and ATM is only for few branches.

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It has been using manual system with which customers were never happy.

However, even if it moved to computerized and networked system, still it has faced a number of challenges due to experienced competitors in the industry that were tapping at the door at that time.

On the other hand, comparison based on positive word of mouth with service quality sub-variables like Reliability, Assurance, tangibles, empathy and responsiveness, revealed that there was no significant relationship between the variables.

The researcher recommended that if BPR is to improve on service it offers to her customers to ensure their satisfaction, BPR staff should: (a) maintains on error-free records service, (b) handle customer problems in constant manner, (c) be willing to solve customer problems promptly and (d) understand specific needs of individual customers.

To take this issue seriously, the government policy focused on by prioritizing it with particular importance.

As said by the President of the Republic in his speech starting the year 2009, “Customer service remains highly problematic in private, public and civil society domains, something that is most certainly going to preoccupy us in the coming days, months and years.

The fear of competition is due to many factors among them includes the quality of its service.

So to focus our case study on five BPR branches in Kigali is not a random choice without reasons on support.

We can no longer accept a culture of mediocrity either from Rwandan business and government institutions that give poor services, or Rwandan customers who quietly accept substandard ‘customer care’, if I can call it that” (Ibidem).

For BPR organization under study, shifted in 2008 from a cooperative bank to be a commercial bank.

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