Abstract:
The utmost object of the research delved into an evaluation on customer service at adum branch of the National investment bank.
Today, a customer loss is a customer gain for a competitor. Therefore, companies need to spend as much energy on retaining customers as they do on acquiring them. Generally, the study intended to find out whether factors such as habit of customers, tangible quality, intangible quality, customer satisfaction, switching cost, etc. have influence on customer loyalty.
Data was collected through the use of personal interview with an already prepared questionnaire administered to a sample size of 30 people in Adum Kumasi in the month of June.
The data gathered was analyzed statistically with frequency table, bar chart, pie chart and percentages.
Description:
The life- blood for every business set up is the customer, so any company, which fails to recognize the needs and wants of its customers does so at a great risk. In this modern business competition has become keen especially in the banking sector. In view of this, organization can only distinguish them by offering excellent service to its customers.
The motive of every commercial organization is to maximize profit and minimize cost. The customer is therefore the key to the success of every commercial organization. A dissatisfied customer will find an alternative means to meet his or her expectations; hence, the organization has realized the need to provide quality service to its numerous customers.
