Customer satisfaction and performance of commercial banks in selected branches of Salaam Somali bank in Mogadishu, Somalia

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Kampala International University, College of Economics and Management
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
A thesis presented to the College of Higher Degrees and Research in partial fulfillment of the requirements for the award of a degree of Master of Business Administration (Finance and Banking)
Customer satisfaction, Performance of commercial banks, Salaam Somali bank, Mogadishu, Somalia