Customer care management at national investment bank, Osu branch.

Abstract

Customer care management is a strategy many financial institutions have adopted to improve and retain its customer base. The banking sector is no exception to this. The present study was carried out in National Investment Bank, Osu branch, with the objective of exploring the effectiveness of customer care management and some of the issues that underpin customer satisfaction whiles paying attention to customer loyalty. Quantitative and Qualitative data analysis were employed in this research. Data gathering tools included questionnaires/interviews. The interview questions were the same as that of the questionnaires with the only difference being that the interview was conducted in various languages based on the participant’s preference. The research revealed that customers’ demand and expectations have become varied and complex in recent times compared to the past. As a result of this National Investment Bank still has to deal with issues concerning customer care. Recommendations were made to management of the bank and staff in ensuring effective customer care management so that prompt measures are taken to ensure proper way of managing customer care in their various branches.