Customer satisfaction and performance of commercial banks in selected branches of salaam Somali Bank in Mogadishij, Somalia.
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Date
2012-12
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
KIU. College of Economics and Management.
Abstract
The study intended to establish the relationship between customer satisfaction and
performance of commercial banks.
The study used descriptive correlation design using a self made questionnaire; data was
collected to answer for your specific questions on
1- profile of respondents
2- to level of customer satisfaction
3- level of performance of commercial bank
4- Relationship between customer satisfaction and performance of commercial
banks.
Data analysis using frequencies percentage means and regression analysis related
that 53.2% of respondents were men, most of them having master degree and most
in age balanced 20-39 years there is a high level of customer satisfaction ( over all
mean 2.85) and high performance of commercial bank (over al mean= 2.93). the
level of customer satisfaction was found to be positively correlated with
performance it was concluded that customer satisfaction influences performance and
it was there for recommended that management of commercial bank in Somalia
should that possible of promoting customer satisfaction so as increase the level of
performance commercial banks’
Description
A thesis presented to the collage of higher decree and research Kampala International University Kampala, Uganda in partial fulfillment of the requirements for the degree master business administration finance and banking
Keywords
Customer satisfaction, Performance