Managing Customer Relations in the Banking Industry. Customer Service

Table of contents

1. INTRODUCTION
1.1 BACKGROUND TO THE STUDY
1.2 STATEMENT OF THE PROBLEM
1.3 OBJECTIVES OF THE STUDY
1.4 RESEARCH QUESTIONS
1.5 SIGNIFICANCE OF THE STUDY
1.6 SCOPE OF THE STUDY
1.6.1 VALIDITY AND RELIABILITY

2. LITERATURE REVIEW
2.1 HISTORICAL DEVELOPMENT OF BANKING IN GHANA
2.2 DEFINITION OF SERVICE
2.3 CHARACTERISTICS OF SERVICE
2.4 RELATIONSHIP MARKETING DEFINED
2.5 LEVELS OF CUSTOMER RELATIONSHIP:
2.6 GOALS OF MANAGING CUSTOMER RELATIONSHIP
2.7 MANAGING CUSTOMERS COMPLAINTS
2.8 BENEFIT OF GOOD RELATIONSHIP FOR CUSTOMERS
2.9 BENEFITS OF GOOD RELATIONSHIP FOR THE ORGANIZATION:
2.10 ACHEIVEMENT OF EFFECTIVE CUSTOMER RELATOIONSHIP IN THE SERVICE INDUSTRY:
2.11 BENEFIT OF SERVICE QUALITY RESEARCH METHODOLOGY

3.1 PRIMARY SOURCE
3.2 SECONDARY SOURCE
3.3 SAMPLING DATA ANALYSIS AND FINDINGS

4.1 ANALYSIS OF DATA COLLECTION FROM MANAGEMENT OF THE BANK
4.1.2 LENGTH OF SERVICE OF MANAGEMENT OFFICIALS OF THE BANK
4.1.3 MANAGEMENT RESPONDENTS RESPONSES ON WHETHER MEASURES ARE IN PLACE TO IMPROVE CUSTOMER RELATIONS
4.1.4 MANAGEMENT RESPONDENTS’OPINION ON THE TYPE OF MEASURES FOR IMPROVING CUSTOMER RELATIONS OF THE BANK
4.1.5 MANAGEMENT RESPONDENTS’ RESPONSES ABOUT IMPROVEMENT OF CUSTOMER RETENTION OF THE BANK.
4.1.6 MANAGEMENT RESPONDENTS’ VIEW ON WHETHER CUSTOMERS OFTEN COMPLAIN
4.1.7 MANAGEMENT RESPONDENTS; RESPONSES AS TO WHETHER THEIR RELATIONSHIP FAVOUR CUSTOMER RELATIONS OF THE BANK
4.1.8 MANAGEMENT RESPONDENTS ‘SUGGESTIONS ON HOW CUSTOMERS RELATIONS OF THE BANK COULD BE IMPROVED
4.2 ANALYSIS OF DATA COLLECTED FROM EMPLOYEES OF THE BANK
4.2.1 EMPLOYEE RESPONDENTS RESPONSES ON THE SEX OF STAFF OF THE BANK
4.2.2 LENGTH OF SERVICE OF EMPLOYEES OF THE BANK
4.2.3 EMPLOYEE RESPONDENTS’ OPINION ABOUT THE ENHANCEMENT OF CUSTOMER RELATIONS OF THE BANK
4.2.4 EMPLOYEE RESPONDENTS’ RATED OF REPEAT VISIT TO THE BANK
4.2.5 EMPLOYEE RESPONDENTS’ RESPONSES ON WHETHER CUSTOMERS SOMETIMES COMPLIMENT THEM FOR SERVICES OFFERED
4.2.6 EMPLOYEE RESPONDENTS’ RESPONSES ON WHETHER EMPLOYEE –MANAGEMENT RELATIONSHIP IS ADEQUATELY CORDIAL TO PROMOTE CUSTOMER RELATIONS OF THE BANK
4.2.7 EMPLOYEE RESPONDENTS’ VIEWS ABOUT HOW OFTEN CUSTOMER EXPRESSES DISSATISFACTION.
4.2.8 EMPLOYEE RESPONDENTS’ RESPONSES ON WHETHER THEY HAVE OBSTACLES HINDERING CUSTOMER RELATIONS ENHANCEMENT
4.3 ANALYSIS OF DATA COLLECTED FROM CUSTOMER TO THE BANK
4.3.1 NATIONALITIES OF CUSTOMERS RESPONDENTS WHO VISITED THE BANK
4.3.2 CUSTOMER RESPONDENTS RESPONSES RELATIVE TO THE PATRONAGE OF SERVICES OFFERED BY THE BANK
4.3.3 CUSTOMERS RESPONDENTS’ RESPONSES, WHETHER THEY ARE SATISFIED WITH SERVICES OF THE BANK
4.3.4 GUEST RESPONDENTS’ RESPONSES ON WHETHER THERE HAS BEEN ANY IMPROVEMENT IN EMPLOYEES’ATTITUDE
4.3.5 CUSTOMER RESPONDENTS’ VIEW ABOUT CUSTOMER-EMPLOYEE
4.3.6 GUEST RESPONDENTS ‘VIEW ABOUT PRICES OF THE BANK RELATIVE TO OTHER BANK
4.3.7 CUSTOMER RESPONDENTS’ SUGGESTIONS FOR CUATOMER –EMPLOYEE RELATIONSHIP ENHANCEMENT OF THE BANK SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

5.1 SUMMARY
5.2 CONCLUSIONS
5.3 RECOMMENDATIONS:

REFERENCES