A Study on Satisfaction in Commercial Banks in Botswana
Journal article
Authors / Editors
Research Areas
No matching items found.
Publication Details
Publisher: Research and Reviews International Journals
Publication year: 2007
Journal: International Journal of Innovative Research in Science, Engineering and Technology (2347-6710)
Journal acronym: IJIRSET
Volume number: 6
Issue number: 4
Start page: 5112
End page: 5118
Number of pages: 7
ISSN: 2347-6710
eISSN: 2319-8753
Abstract
The main objective of this paper was to determine the satisfaction level of customers in commercial banks in Botswana using the SERVQUAL model. To meet the objective of the paper, SERVQUAL model was used to determine the level of customer satisfaction in commercial banks customers in Botswana. Descriptive research design was used for this study, where the data was collected through the questionnaire. The results show that customers were not completely satisfied with the assurance, responsiveness, tangibles and reliability of commercial banks in Botswana. It was therefore recommended that the banks must improve on service quality to increase customer satisfaction. It is very essential that commercial banks should put in place the right kind of systems to further cut down on service time and render instantaneous services to the customer. KEYWORDS: Customer Satisfaction, Service quality, SERVQUAL model, Banks
Keywords
No matching items found.
Documents
No matching items found.
