Do you think the services of the bank are good enough for you to save? What intrigued me most was the way consumers are using technology for service versus an in-person or phone experience. Customers who patronize the service of the company and non-customers who are potential customers. Collection of Electricity bills and telephone bills has become easy. Twenty 20 questionnaires went to customers, another twenty 20 went to non-customers and ten 10 questionnaires went to both management staff and staff respectively all in the Sekondi Takoradi Metropolitan Assembly S. For this reason, most banks are now paying more to actual and potential customers in order to sustain their business in an environment of competition.
Sorry, but copying text is forbidden on this website! Peter Drucker believes that even though businesses are to make profit for survival, profit making is a necessity and not a purpose. He notes that the mission of banks is to create satisfied clients who tend to favor the organization through time by patronizing the financial services being delivered by the banks. Focus on the small details that the client provides—his or her preferences and favorite things—and commit a random act of kindness to follow-up with those details. Commodities are those products that are the same everywhere you go. Place a premium on good, personalized service. Organization success depends primarily on customer satisfaction.
Kwame Nkrumah found it necessary that Ghana must have its own indigenous bank which could take care of financial requirements and transaction of the people. Keep your customers from flocking to alternative financial services providers or other institutions by delivering a personalized customer experience. Therefore the banks cannot take a lifetime relationship with the customers as granted and they have to work continuously to foster this relationship and retain customer loyalty. Pie chart showing potential customers perception about the competence of Ghana Commercial Bank. The practice of should be as present on the showroom floor as it is in any other sales functions and pertinent in the overall company environment.
They buy good feelings and solutions to problems. Since he thought a day would come that the owners of these private banks may decide to leave and take along also expertise. At a time when the financial services landscape is changing so rapidly, customer service feedback and data should be leveraged throughout the organization, including at the highest level where strategic corporate decisions are made. In the option of Etzel, Walker, and Stanton 1997 , service are the identifiable, intangible activities that are the main object of a transaction designed to provide want satisfaction to customers. So, this research is to encourage other customers and also the banks to do more to satisfy their customers. Treating a Call Center Like a Cost Center Your call center is a safety net. How long have you saved with the bank? Otherwise, there is available they could choose to move to.
More importantly, this study will add up to existing body of knowledge with empirical facts offering a lending hand to future findings by other. Organizations that invest the time, energy, and resources required to achieve excellence in customer service will be the ones that will thrive and grow. A recent Martiz survey has identified that in choosing primary bank customer rank; convenience and customer satisfaction were far above interest rate, fee structures and other financial services. But new technology will be worthless if brand, messaging and service aren't consistent across all channels, including mobile, web, email and social media. About the Author Lisa McQuerrey has been a business writer since 1987. Organizations have both internal and external customers, meeting the needs and expectations of both customers, is important to the success of their organization but most often, we find organizations focusing solely on their external customers, whiles neglecting their internal customers.
Consumer research backs me up on this. First, it is objective and reliable. Thank them and find ways to let them know how important they are. At the end of the day, receiving a phone call from an associate is not the primary issue customers are concerned with. However, quantitative approach has the following advantages. The preparedness of customers to recommend their banks or not is shown below. However, Weber and Motley both believed that, the bottom line is quality services and customer satisfaction.
Also, questionnaires offer greater assurance of anonymity and help avoid bias or errors caused by the presence or attitude of the researcher. When it comes to a business, nothing matters if you offer poor customer service. A proactive, quantitative focus on improving customer satisfaction can drive loyalty, retention and growth factors across your customer base. The middle and late 90s witnessed the tornado of financial reforms, deregulation globalisation etc. So once they have settled on a bank, they expect a high level of customer service. These questions will help achieve the mentioned objectives.
Why must banks satisfy the needs of their customers? They therefore desire that their expectations are met by their service providers or suppliers. It implies that only seven of the respondents of the ten have saved with the bank between the periods of zero to four years. Furthermore, if the performance exceeds the expectations of the customer, the customer is delighted. Interpersonal Service In our experience, the relationship between a bank and their customer has the biggest impact on customer satisfaction. The objective of this research is to guide the answer the questions of what really customer satisfaction is in the banking industry. According to kotler et al 2002 , customer dissatisfaction arises if performance falls below customer expectation.
Kotler, Armstrong and Saunders and Wong, 2002 , agrees that every customer has some level of expectations in dealings with the organization. Due to the generally poor image the bank has, it needs to embark on an intensive awareness programs such as event sponsorship, which is also a good public relations tool. Every customer has his or her expectations as far as their dealings with business organizations are concerned. Some of the major problems are stated below: Absence of well — train and professionally qualified banking staff Offensive and poor attitude and behavior on the banks staff in their dealings with actual and potential customers Inadequate facilities and equipment required to provide modern banking services Absence of frequent training programs for the staff to shape up their attitude towards customers. Convenience and Service; A top concern for Bank Clients. By that, I mean banks should fully leverage in-house transactional data before investing heavily in external sources of information and insight.
Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Clients serve as gate keepers, they refer other people to the bank if they are satisfied and they turn them away if they are dissatisfied. This is because it provides an in-depth study of the phenomenon in question. What are the views of customers about satisfaction? There are two areas where banks can really look to stand out by delivering an incredible customer experience. This figure shows the urgent attention that banks need to give to customer retention.