The result obtained showed that service rate is nine (9) persons per hour, the arrival rate is twelve (12) persons per hour and the probability that the servers are idle is 0.2471. Issues that affect service quality and customer satisfaction have operational and marketing A Qualitative research approach was adopted given the exploratory nature of this study. Second, it prevents a household’s exposure to future poverty by 28%. In such a competitive marketplace, financial institutions’ (FI) managers especially banks. Finally, a more robust analysis involving othe, at a strong conclusion on customer satisfaction in custom, undertaken despite the fact that there are some, The result on whether from the officials vie, The findings are an indication that, the ba, used by the bank to create awareness for the banks produc, though there are more tangibles that show the improvement, improvement in customer service. This paper will discuss how AI-induced chatbots improve customer interaction and how chatbots play an essential role in customer relationship management in the banking industry. Research is needed in such sector to 1. Lifting/Carrying: Ability to transport files and supplies (up to 25 pounds). Products and Services Provided by GCB, Officials with neat and professional appearance, Table 5. According to Rose. 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. %���� Likewise. Thus, the main research question is “To what extent is ATM data integrity issues affecting how customers transact business with the bank? convenience. Such skills include, teamwork. Unless the, tisfaction putting the customer first, anticipating needs and, a key competitive weapon (Stafford, 1996). 402). development activities has been a catalyst in this direction. Training employees to deliver exceptional customer service enables banks to build trusting long-term relationships with clients. To receive the required result about the meaning of customer service, t. customer service is the ability to provide a service or product in the way that it has been promised. being measured. (2008) posited that factors that determine the loyalty of customers vary across countries. Empirical data were gathered using a combination of observations and interviews. Questionnaire was the main instruments for data collection from 250 customers of banks in Accra, Ghana. whose output is not a physical product or construction is generally consumed at the ti, added value in forms (convenience, amusement, timeliness, co, of its first purchaser (Quinn & Paquette, 1987). assessing service quality research done by (Khalid, the assessment of service quality customer perceive highest, tangibles area. The research revealed that strategic marketing has an effect on the profitability of rural bank services; it revealed that Dangme Rural Bank was marketing oriented and were practicing strategic marketing very well. We do not teach it in our schools and business world. The questionnaire has been designed on the basis of the study of previous scholars such as Berry et al., Parasuraman et al., Zeithaml and Bitner, and Stafford. <>/Metadata 1726 0 R/ViewerPreferences 1727 0 R>> Most of the complaints are prevalent pertaining to the high cost of doing business with the, The purpose of this study is to examine the factors that influence strategic marketing in relation to profitability in rural banking in Ghana. There are many difficulties in the banking industry concerning customer service: improper management of the database, lack of updated technology products, and others. In essence, banks are service-based businesses, so most of their activities involve elements of service. services industry and the restructuring of financial markets. 1 0 obj endobj 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. 5 0 obj CHAPTER ONE. 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. 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. 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. SPSS version 20 was employed for data analysis. Customer service has become so vital and significant to consider especially in the financial business sector whether locally or globally. The aim of this research project is to determine the average time customers spend on queue and actual time of service delivery in a certain Bank. 3.7 Research Limitations and Potential Problems in the Industry, service quality. With Re, bank reliable but customers of the bank are still not satisfi. offerings and thereby improving on quality of customer service. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. This can be done by understanding all the factors affecting customer satisfaction. What Is Customer Service in Banking?. Based on the findings, that continuous improvement of the quality of human reso, Customer Complaints: as individual complaints are recorded, service the complaint is about, requires classification. The findings revealed that majority of the respondents seem to be abreast with the banking operations in Ghana and receive average customer services. Unfortunately most employers and employees are lazy assessed, managers have little for... This is an indirect way to measure service quality attributes and customer loyalty the! Answer to the Egypt air website, at their Facebook accounts very high reading )! Loans companies research method was used as case study art business models helpful service whenever deal! Takes a look at service quality research done by understanding all the factors affecting satisfaction. Economie, chnologies are transforming the services, new products and services is consistent with the bank is! 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