Browsing by Author "Nyarko, Malkia Anang"

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    Assessing the impact of customer service on organizational performance in the banking sector. A case study of Standard chartered bank limited
    (November, 2018) Nyarko, Malkia Anang;
    With liberalization of the economy in Ghana, and through the financial sector structural adjustment programmes, the challenge has been cast for Banks to deal with customers with high levels of sophistication, education, confidence and their expectations of the service they want to receive. Hence the aim of this study was to assess the impact of customer service on organizational performance in the banking sector using Standard Chartered Bank Limited as case study. The objectives of the study were: to examine the factors that Standard Chartered Bank Limited considers as effective customer service strategy: to ascertain the current state of customer service at Standard Chartered Bank Limited; and to examine the impact of effective customer service on the performance of Standard Chartered Bank Limited. Through an in-depth literature review, the concept of customer service, the quality of customer service and ways of improving customer focus and customer service by banks were ascertained. The study employed the use purposive sampling technique. Data was gathered from answered questionnaires retrieved from respondents. A total of 100 questionnaires were distributed to the staff and customers of standard chartered bank limited, head office, with a response rate of 100%. Data gathered was analyzed using mean score ranking and descriptive analysis. The research design that was used is a simple descriptive survey using questionnaires. The findings revealed that Standard Chartered Bank uses various factors to measure the effectiveness of their services. These include management of complaints, giving feedbacks, assessment of customer loyalty and that the majority of the customers also strongly agreed that the staff of Standard Chartered Bank are very responsive in service delivery and addressing customer challenges and complaints and that the facilities and staff of Standard Chartered Bank have good appearance. This is part of the customer service strategy of the bank. Recommendations were that Standard Chartered Bank Limited must extend it services to rural areas since the rural areas lack certain social amenities, which has increased rural-urban migration placing a load on the amenities in the urban centers.