The Importance of Customer Service in the Banking Industry: The Case of Ecobank Ghana Limited

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The aim of the research is to critically analyze the importance of customer service in the Banking Industry, a case study of Ecobank Ghana Limited, Tema. The six (6) branches selected were Tema main, Community Six, Gyau Towers, Safebond, Long Room and Tema Mail. In conducting the research a convenience research sampling method/procedure was adopted to select the sample size from which data was obtained. Questionnaires and interviews were used to gather data on the activities of Ecobank Ghana Limited on customer service. The data gathered were coded, analyzed with the necessary conclusions, recommendations and suggestions for future research presented. The study revealed that, Ecobank Ghana Limited provides excellent banking services to its retail and corporate customers, further more customers complaints are welcome by lodging them through their website, suggestion box, customer complaint unit, branch manager and customer service representatives. Recommendations have been made to address and enhance customer service delivery in order to achieve excellent services. Suggestion for future studies was given that a large number of customers may leave hence the need for Ecobank Ghana Limited to seriously step up its research into why customers keep another account at other banks and address their shortfalls as quickly as possible.
A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of Commonwealth Executive Masters in Business Administration