Customer Care and Customer Satisfaction - The Case of Banks

This research assesses the impact of customer care on customer satisfaction as well as the correlation between the two variables. The researcher envisages if customer satisfaction is directly a result of business organizations customer care effort. Banks and building society employees and customers were selected and asked to complete questionnaires and answer interview questions in trying to establish the correlation between the two as well as the strength of their relationship. The majority of the respondents strongly expressed that customer satisfaction does not just happen, but is directly related to the amount of customer care disbursed.

About the author

Samson Mutsagondo, M.B.A, is a provincial archivist at the National Archives of Zimbabwe and based in the Midlands. He also has a background in business administration and education and has also published in the areas of economic history, corporate integrity and marketing. This book is his first in the area of information and heritage management.

Product details

• Authors: Samson Mutsagondo
• Publisher: LAP Lambert Academic Publishing
• Languages: English, German
• Product format: Paperback / Softback
• Released: 21.11.2011
• EAN: 9783846555286
• ISBN: 978-3-8465-5528-6
• No. of pages: 96
• Subject: Guides > Law, job, finance > Money, bank, stock market