Customer care and performance in Banque Populaire Du Rwanda S.A Main Branch
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Date
2012-08
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University: College of Economics and Management Sciences
Abstract
The research on "customer care and performance in Banque Populairee
Du" was conducted in Rwanda S.A Main Branch. The research was
guided by the objectives of the study which included; findings out the
effects of poor customer care in enhancing the performance, establishing
the ways of improving customer care in Banque performance, and finding
out the relationship between good customer care and performance.
On finding out the effects of poor customer care in enhancing Banque
performance, the researcher found that; lack of customers, low sales,
poor reputation, low customer retention, and unfavorable competition.
On finding out the ways of improving customer care in Banque
Performance, the research revealed that; giving promotional offers, fast
services, offering transport services to bulky purchasers, sending
massages to customers, running chain of Banque performance, having
many workers, and stocking variety of goods. On finding out the
relationship between good customer care and Banque performance, the
findings of this research revealed that there is a strong link between good
customer care and performance of Banque performance. Conclusions and the recommendations were then made. The researcher concluded that for a Banque performance to perform well there should be good customer care. The researcher then recommended management needs to train workers on customer care, extend the Banque Populaireee Du Rwanda near the customers among others.
Description
A dissertation submitted to the College Applied Economics and Management Science in partial fulfillment of the requirements for the Award of a Bachelor's Degree of Business Administration of Kampala International
University
Keywords
Customer care, Performance, Rwanda