Abstract:
Commercial banks in Ghana have been challenged to meet various regulatory and strict market requirements such as from the central bank, pace up with the vigorous competition from foreign banks and micro-finance companies as well as quench the insatiable demand for high quality services from customers. In spite of all these positive strides made by banks in responses to these challenges, dissatisfaction, depression and despair are inscription commonly found on the faces of desperate customers on long queues waiting to be served at commercial banks.
Description:
The subject of customer experience in commercial banking has never been more im¬portant, never been timelier, and never been more essential to achieving and maintaining business success. Banks win by getting, keeping, and growing customers. How to get more customers, how to keep them longer, and how to increase the value of each individual customer has remained the critical challenge that must be met in order to grow as a bank in a highly competitive banking industry, (D. Peppers et. al 2010).
