Thesis on customer satisfaction in banks

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Thesis on customer satisfaction in banks

The study investigated the impact of effective leadership practices on an organizational growth and development in Ghana with the search light on the operations of National Investment Bank of Ghana NIB.

NIB recently had new management members with a new board of directors in place. For the year the bank shocked the banking fraternity when it was able to pay huge dividend to state coffers having experienced dividend draught for a long period. It is not too clear whether the leadership practices of the new executives have turned round the fortunes of the bank or the success story is due to the general boom in the banking industry of Ghana.

Random sampling technique was adopted to select some branches of the bank and its headquarters as the study population.


Purposive sampling technique was then employed to directly approach officials for their views. The questionnaire technique was the main research instrument while Statistical Package for social science SPSS was employed to facilitate the analysis of the data.

Findings of the study indicated that the new management team of NIB employed sound communication skills, very fair compensation packages groomed employees to perform better are some of the strategies for shoring up financial performance of the bank.

The study therefore concluded by upholding the hypothesis that the recent success story associated with the financial performance of NIB was due to the leadership style of the new management team but not necessarily a direct results from the simile booming performance in the banking industry of Ghana.

Leadership, productivity, financial performance, effective leadership, organizational performance. The Determinants of Leadership Role Occupancy: The Leadership Quarterly, 17, Leadership Models, Methods, and Applications. Industrial and Organizational Psychology, Vol.

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The Bass Handbook of Leadership: Theory, Research, and Managerial Applications 4th ed. Leadership and Performance beyond Expectations. Palo Alto; Consulting Psychologist Press. The Challenge of Leadership in the Modern World: Introduction to Special Issues.

The Strategy for Taking Charge. The Craft of Research 3rd ed.


U of Chicago P. Human Resources Research Organization. Charisma and Leadership in Organizations, London, Sage. Social Research Methods 5th ed.

The evidence, the prospects and the research need.

Thesis on customer satisfaction in banks

DfES Research Report Leadership, Attribution and Disenchantment in Management. Qualitative Inquiry and Research Design: Choosing Among Five Approaches 3rd ed.banks have been in the forefront in utilizing this to meet customer needs for on-demand financial services.

This study focuses on factors that affect customer satisfaction with the use of online banking services. Customer satisfaction level is higher in Private sector banks as compared with the Public Sector Banks Reasons of Dissatisfaction in Public sector banks Behaviour and attitude of the staff in public sector banks is the first reason of customer dissatisfaction.

Time taken to process the transaction is the second reason of customer 5/5(28). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector January The major aim of the research paper is to measure the quality of service offered by private banks.

Thesis on customer satisfaction in banks

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Chapter III RESEARCH DESIGN AND METHODOLOGY This chapter confers the research methods, techniques and procedures service quality and customer satisfaction among sample banks. The null hypothesis is, therefore: Thesis, Maastricht University, Maastricht ().

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