Abstract:
The banking system has seen various degrees of innovations in recent times.
These have been as result of new technologies, economic uncertainties, fierce
competition, more demanding customers and the changing climate which lead
to an unprecedented set of challenges. Increased product varieties, diffusion
and competition couple with highly enlightened consumers require that bank
marketers solicit views on how their units meet customer satisfaction. The
study examined service delivery and customer satisfaction at Lower Pra Rural
Bank in Takoradi. The quantitative research design was employed. Stratified
random sampling method was used to sample a total of 285 respondents from
the two branches of the bank. Data obtained from respondents were coded and
analyzed using descriptive statistics such as frequencies, percentages, means
and standard deviation. Questionnaires were employed in the collection of
data to address the research objectives. The study discovered clients’ wants
employees of the bank to inform clients as to when service will be performed
and also demand Lower Pra Rural Bank to have more convenient branches i.e.
sub branches, outlets and further operate in extended hours to all its customers
without the customers spending much time in queues. It further found that
majority of the customers are very loyal to Lower Pra Rural Bank Limited.
The study therefore recommends that management of the Lower Pra Rural
Bank Ltd in Takoradi should liaise with stakeholders to put up more branches
in its catchment areas to ease the congestion at the current banking halls.
