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Abstract

The purpose of this study is to investigate commercial bank customers’ satisfaction level in the Shama –Ahanta East District of Ghana. 86 customers were involved in the questionnaire study whilst 10 of them were interviewed to probe further on issues. Simple percentages were used to determine their levels of satisfaction and results revealed that overall, customers were dissatisfied with the issues like relationship, products and services, interests’ rates, waiting times and others. Majority of the customers (82%) were not willing to recommend the bank to relatives or friends and 83% were likely to leave in the near future due to poor customer service. Customers were motivated to join the bank because of its initial low deposit and its numerous branches in the country


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