Customer Care in Ghana: An Empirical Study of Some Selected Commercial Banks

Abstract

This paper aims to develop a better understanding of customer care delivery in the Ghanaian banking sector and to determine the priority areas for management. Utilising quantitative methodology, the study took a sample of 600 customers from the banking institutions. The Chi-Square test was used to find out the relationship between dependent and independent variables.  The findings revealed that service quality dimensions of Complaint Handling, Reliability, Trust and Courtesy have a direct impact on customer satisfaction in this sector. It was therefore recommended that these factors should be the priority areas for management.

Keywords: Customer Care, Service Quality and Customer Satisfaction.