Customer Service and Customer Retention in Ghana's Banking Sector: The Case of SG SSB Bank (Societe Generale, Ghana)

摘要: This paper assesses the extent to which SG-SSB Bank Limited satisfies its customers in order retain them and identify effects of customer service retention on bank's fortunes. Regarding methodology study, a descriptive approach was considered using systematic random sampling method. The field instrument touched attributes performance, complaints, quality from 120 respondents. Multiple-linear regression model used determine relationship between delivery retention. study revealed that respondents were satisfied with performance provided by bank, but dissatisfied how bank deals complaints. It concluded though Ghana's banking sector is growing, much needs be done terms client management strengthening employees' for growth. recommended banks Ghana must strive meet ever increasing demands clients if they want remain relevant competitive industry. implication retaining through efficient practices should prime focus top tangible results at frontline. will enhance corporate image sector, currently described as very competitive. Findings useful policy development sustainable growth financial services other markets Africa.