Bankers-customer relationship and the operations of deposit mobilisation and credit delivery: A case study of Kumasi central market branch of the Ag

Abstract

This research investigated the customer-banker relationship and the operations of deposit mobilization and credit delivery at the Kumasi Central Market Branch of Agricultural Development Bank (ADB). The study was set out to examine the customer-banker relationship and the operations of the Kumasi Central Market Branch of ADB in respect of deposit mobilization and credit delivery to customers. The study design was basically descriptive survey and case study type. The population consisted of all the 16 staff members and customers of the branch. The sample for the study was 587 respondents, which was made up of 16 staff and 571 customers. An interview guide and a questionnaire were the instruments used for data collection. In processing and analyzing data, the computer software: the Statistical Product for Service Solutions (SPSS) version 15.0 and Microsoft Excel was employed. Frequency tables, bar graphs and percentages were used for data presentation. The results showed that about 30 percent of the staff indicated that they were not aware of the bank’s policy on customer relationship, deposit mobilisation and credit delivery. However, due to the friendly nature of the staff of the branch, they would continue to do business with the bank. This had impacted positively on the deposit mobilisation and credit delivery of the bank. It was recommended that staff and customers should be educated on the policies of the bank.