Customer Service and Performance of Commercial Banks: A Case Study of Post Bank Kabale.
The study examined the effect of customer service on the performance of commercial banks in a case study of Post Bank Kabale. The objectives of the study were; to determine the contributions of turn-around-time on the performance, to find out the role of product notification on the performance, and...
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| Format: | Thesis |
| Language: | English |
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Kabale University
2025
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.12493/2808 |
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| Summary: | The study examined the effect of customer service on the performance of commercial banks in a case study of Post Bank Kabale. The objectives of the study were; to determine the contributions of turn-around-time on the performance, to find out the role of product notification on the performance, and to investigate the effect of feedback on the performance of Post Bank. A descriptive research design was used and data was collected using interviews and questionnaires. A study population of 88 people was used and a sample size of 72 respondents was used for the study. From the study findings on the contributions of turn-around-time on performance, the highest number of respondents mentioned that the diverse needs of your clients are a big concern to you and the least number of respondents mentioned that there is a continuous empowerment of your front desk officers in client management skills. From the study findings on the role of product notification on performance, the highest number of respondents mentioned that there are instances where misleading communication is reported in our Services and the lowest number of respondents mentioned that you have reliable channels that reach all your current and new clients. From the study findings on the effect of feedback on performance, the highest number of respondents mentioned that you use customer feedback to monitor and regulate your services and the least number of respondents mentioned that there are continuous efforts injected to identify and track service effectiveness through sharing customer opinions of your services. The study recommended that the bank should develop the capacities of its human resources in the field of public relations and client management as this will generally improve the growth of banks by resolving any queries raised by clients. |
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