ghanaopendata/ghanaian-research-english huggingface dataset:
Customer perceptions of Rural Banks in Ghana: a case study of selected companies in Ashanti Region.

The study investigated customer perceptions of rural banking in Ghana. The study was descriptive using both primary and secondary sources of data. Data was collected from 360 respondents using the questionnaire and analysed using the SPSS. The study found that rural bank customers have the following expectations from the organization: timely service delivery, knowledgeable staff, and quick response to complaints, adequate support to customers, and more efficient transaction. It was however evident that the most significant expectations were timely service delivery, knowledgeable staff, quick response to complaints. The general finding was that customers largely see rural banks’ service delivery to be poor and below their expectation. The various dimension of service quality were found to be generally weak. The study established that customers generally are not impressed with the service delivery of rural banks. Again, most of the customers do not see quality in their service whilst majority also does not consider rural banks to be customer friendly. Most customers reported that they would switch to commercial banks at the appropriate time. The study recommended the need for improved customer support service by rural banks. This is based on the finding that most customers found this aspect of their service delivery to be very low. Further, there is the need for staff to be trained on effective customer relationship management. This will address the general complaint of poor customer relationship found in the study.

Source: KNUST
Customer relationship management as a competetive tool in the Ghanaian Banking Industry: a case study of Zenith Bank Ghana Ltd, Kumasi

This research was embarked upon at the instance of many questions that sought to understand what Customer Relationship Management (CRM) is and what benefits can accrue to an organization that implements CRM as well as to identify eminent challenges associated with the implementation of CRM initiatives. To obtain satisfactory results from the study, the case study methodology involving a single case study of Zenith Bank Ghana Ltd, Kumasi was used. Questionnaires were administered and responses were obtained from the staff of the bank. Findings from the research revealed that CRM is practiced at Zenith and that staff are aware of the contemporary issues of CRM. Moreover, the findings indicated that the adoption of CRM offers such advantages as increased customer base, increased profitability, and customer loyalty and retention. Notwithstanding the above mentioned advantages of CRM, the study also identified management and leadership, technology, data acquisition and integration issues as critical factors that may facilitate or militate against CRM implementation. Since the concept of CRM is broad and relatively new in the Ghanaian banking industry, no single research can cover its multi-facets. The study recommends further research into the adoption and implementation of CRM.

Source: KNUST
Customer Relationship Management as a Strategic Tool for Competitive Advantage: (A Case of SIC Insurance Company Limited)

The upsurge of competition coupled with dynamism and uncertainties within the business environment has brought to light the need for organizations to be more proactive and customer focused to enhance corporate image, business growth and ensure profitability. Customer Relationship Management (CRM) implies an effort to maintain a life time quality relationship with all customers for mutual benefit. It also involves business strategy, people, processes and performances. In this regard, the underlying factors of CRM are the integration of distinctive competences, resources and capabilities. According to the literature review for the purpose of this research, customers are key partners in any business but getting them is difficult. For any company to grow, the customers must be satisfied. This study, therefore, sought to determine how customer service has impacts on premium income and market share by using SIC Insurance Company Limited. Descriptive techniques assisted the researchers to transform raw data into a form that made them easy to present and interpret. They range from descriptive tables that showed socio-demographic characteristics of respondents to tables that show data related to the research questions and objectives. After a careful examination of the major findings of the study, the following were observed. Most customers do not normally stay for more than three years with SIC. Most individual customers are not satisfied with the process of settling claims, little knowledge about the insurance products and means of sending renewal notices. About 48% of customers are not satisfied with the customer service of SIC. There is no complaints department/section in SIC apart from the marketing department. Complaints are mostly made verbally and are not treated with urgency and dealt with promptly and timely. It is therefore recommended that, SIC should set up a department which would be solely responsible for customer service and will undertake the management of the customer complaints and emergencies. SIC should revise the way they notify customers about renewals by using channels that are convenient to the customer. Also, the claim department which is the core of insurance should be a separate entity to handle all claims issues. Conclusively, the project even suggests that investigations must be conducted to find out why the premium income is raising, even though customers are not satisfied with SIC customer service.

Source: KNUST
Customer Relationship Management in Ghanaian Rural Banks: A Case Study of Upper Manya Kro Rural Bank

CRM has become widely recognized as an important business approach and it is basically about finding, getting and retaining customers. The primary goals of CRM are to: build long-term and profitable relationships with chosen customers; get closer to those customers at every point of contact; and maximize the company’s share of the customer’s wallet. On this note the study therefore set out to investigate the dynamics of customer relationship management in Upper Manya Kro Rural Bank Limited in Ghana. In pursuit of this goal, the study reviewed relevant secondary data gathered from the internet, journals and publications on the subject of the research. Primary data was collected from ten (10) customer relationship officers purposively selected from 6 branches of Upper Manya Kro Rural Bank. The responses gathered from the interviews were analysed, interpreted and presented qualitatively and contrasted with the empirical evidence provided in the literature review. At the end of the analyses, the study determined that indeed customer relationship management played an important role in the survival, growth and profitability of rural banks in Ghana. The study also identified constraints faced by rural banks in managing their customer relationship and therefore recommended that UMKRB as well as other small scale and rural financial institutions create an appropriately resourced customer relations unit solely tasked with customer relationship management.

Source: KNUST
Customer relationship management in practice: a case of Garden City Savings and Loans Scheme Limited, a Micro Financial Institution in Kumasi

Most organisations acknowledge that customer relationship management has become unavoidable part of business, but the importance of its management is not yet fully understood by Senior Business Managers. The purpose of this study is to examine customer relationship management in practice at the Garden City Savings and Loans Scheme Limited Company in Kumasi. Twelve senior managers who were purposively sampled and three sales girls who were randomly selected and three sales girls who were randomly selected were used for the study. A descriptive survey design which involved a case study was used for the study. An interview schedule was used as the main instrument to collect data from the respondents and the data collected was analysed using qualitative and interpretative procedures. The results of the study revealed that five resources or competencies have shown key concerns for customer relationship management in the company. The findings were CRM strategy formulation, planning process, top management, commitment and involvement, top management support for CRM and the relationship between CRM and business. The competencies and their related attributes identified were used as mechanisms to explore CRM practical experiences in the case study institution, Garden City Savings and Loans Scheme Limited. It is recommended that single organization should not be used to study CRM issues which is a broad and complex concept.

Source: KNUST
Customer relationship management- a tool for reducing customer churn - a case study of Ghana telecom (Vodafone)

The importance of customers to every business cannot be overemphasized. Currently, technology has taken over almost every aspect of daily life in organization’s. With the introduction of technology comes the Customer Relationship Management (CRM) software that helps companies to keep in touch with their clientele and respond to them over the Worldwide Web. The study focused on how the use of Customer Relationship Management solutions could help reduce customer churn in Ghana Telecom (Vodafone). It looked at existing practises that put customers off and suggested what would encourage customers to stay. With the aid of questionnaires and interviews, the research came out with findings that 54% of the sampled population preferred Customer Relationship Management as a way of reducing customer churn. The study showed that although customer churn has been a challenge to GT (Vodafone) because of the increasing number of telecommunication companies in the country, CRM could be exploited to retain customers. The results of this study may further strengthen the Customer Relationship Management activities that are currently in place in Ghana Telecom (Vodafone).

Source: KNUST
Customer Relationship Marketing and Customer Retention in the Non-Bank Financial Sector: A Case of Savings and Loans Companies

The study sought to examine the relationship between customer relationship marketing and customer retention. The fierce competition in today’s business has forced companies to build long-term profitable relationship with customers and to retain them. Customers of Savings and Loans Companies often complain of high charges (monthly interest charge between 5% to 10%) resulting in frequent customer complaint and loss. The question therefore is, does customer relationship marketing influence customer retention? In order to answer this question, 300 questionnaires were administered to customers of Savings and Loans Companies randomly from six selected Savings and Loans Companies. Responses were analyzed using the SPSS and results indicate that customer relationship marketing has a strong correlation with customer retention in Savings and Loans Companies. Even though sample considered for the study are doing well by maintaining relationship with their clients, customers still complain of low time spent with them and erosion of their profit due to high bank charges. Relationship marketing tactics including bonding, empathy, reciprocity and responsiveness confirm that customers trust and are satisfied with their Savings and Loans Companies and will recommend them to other customers. In summary, customers are happy with their bankers except high charges. Following from the study, it is recommended that Savings and Loans Companies should deepen their relationship with their customers as well as facilitate measures to minimize cost of doing business with these Savings and Loans Companies.

Source: KNUST
Customer retention strategies of insurance companies in ghana: a case study of sic insurance plc.

The study examines customer retention strategies of insurance companies in Ghana: a case study of sic insurance plc. The study investigated into identifying the customer retention strategies at SIC Insurance PLC. The study investigated into assessing the success or otherwise of the customer retention strategies of SIC Insurance PLC. The study investigated into examining the challenges facing SIC Insurance PLC in the implementation of its customer retention strategies. The study investigated into identifying the causes of customer churn at the SIC insurance PLC. The study investigated into examining the win back strategies of SIC Insurance PLC. The study indicated that the customer retention strategies are practiced at SIC insurance company. The study indicated that there are several importance of customer retention strategies. The study also revealed several challenges facing the implementation of customer retention strategies. The study shows that there is a significant relationship between customer retention strategies and importance customer retention strategies. The study shows that there is an insignificant relationship between customer retention strategies and importance customer retention strategies. The study shows that there is an insignificant relationship between customer retention strategies and challenges facing the implementation of customer retention strategies. The study shows that there is an insignificant relationship between customer retention strategies and causes of customer churn. The study shows that there is an insignificant relationship between customer retention strategies and win back strategies. Future studies should conduct a longitudinal study that follows customers over an extended period to understand the long-term effects of customer retention strategies. This will provide insights into the sustainability and effectiveness of these strategies over time. Future studies should compare customer retention strategies across different insurance companies in Ghana

Source: KNUST
Customer retention as a tool for organisational growth (a case study – Nwabiagya rural bank limited)

ABSTRACT Customer care has been the core agenda of most service providers especially when such businesses tune their mind to maximize output and to expand their market share. For an organization to be successful, it must look into the needs and wants of their customers. These need and want of the customers can be anticipated by considering the behavioral pattern of such customers. The banking industry is highly competitive, with banks not only competing among each other; but also with non-banks and other financial institutions (Kaynak & Kucukemiroglu, 1992; Hull, 2002). Most bank product developments are easy to duplicate and when banks provide nearly identical services, they can only distinguish themselves on the basis of price and quality. Therefore, customer retention is potentially an effective tool that banks can use to gain a strategic advantage and survive in today’s ever-increasing banking competitive environment. Apparently most customers do not complain on the poor services received from service providers, their only response to such companies is to discontinue transacting business with them. This possibly account to the reasons why many researchers and academicians have continuously emphasized on the importance of customer satisfaction and retention. Nwabiagya rural bank ltd is one of such organizations which seek to retain its valued customers as a means of growing their business. Customer satisfaction is important because many researchers have shown that customer satisfaction has a positive effect on an organization’s profitability. Due to this, the consequences of customer satisfaction and dissatisfaction must be considered. There is also a positive connection between customer satisfaction, and retention. Therefore, customer satisfaction, and retention are all very important for an organization to be successful.

Source: KNUST
Customer Retention Through Relationship Marketing in Health Care Delivery in Ghana; a Study of Kwame Nkrumah University of Science and Technology Hospital, Kumasi

Quality health care is crucial for the development of every community. Formerly, health care delivery for student was the sole responsibility of the KNUST hospital. With the introduction of the National Health Insurance Scheme (NHIS), the Hospital has been accredited by the National Health Insurance Council to provide service and in this regard, almost all staff and students have been registered and are therefore, required to use their NHIS cards anytime they visit the Hospital. The study sets out to achieve the following objectives: to examine the relationship between the hospital and students, to evaluate the major customer care strategies adopted by the hospital, to find out the correlation between customer satisfaction and 4 customer retention and to recommend key success factors for customer retention in health delivery. Students were selected according to colleges, using quota sampling technique. Questionnaires were designed for both students and management, together with structured interview to clarify issues. The study revealed that service quality, staff relationship with students and level of satisfaction of students, which are the basis for relationship marketing and customer retention were perceived to be poor. Students' attendance at the hospital however was very good as stated by management. That is there is a negative correlation between them. The implication is that not only quality service, good relationship and satisfaction can lead to customer retention in the health care industry, but also proximity.

Source: KNUST
Customer satisfaction management through efficient listening tools: a study of Kasapa Telecom Ltd, Ho, Volta Region

The main objective of this study was to examine how Kasapa Telecom Limited, Ho, uses listening as a tool for managing customer satisfaction. Two hundred questionnaires were administered to customers of Kasapa in Ho, to ascertain how the Company used listening and other best practice strategies like; customer complaints, critical activity surveys, employee feedbacks, benchmarking and customer visits, as a tool, to collect information for managing customer relationship to improve of service quality. The research revealed that Kasapa Telecom Limited, used customer complaints and customer visits as the most effective listening tools for gathering information to improve service quality. Benchmarking and critical activity surveys were the least used listening tools by the Company for maintaining customer trust and loyalty. It was also revealed that Kasapa used best practice strategies like customer complaint forms and suggestion boxes for managing its customer relationship. The study found out that the greatest challenge facing Kasapa Telecom Limited was competition from rival players within the telecommunication industry. The study recommends the intensification of the use of benchmarking and critical activity surveys as tools for gaining competitive advantage within the industry.

Source: KNUST
Customer satisfaction with service quality of Front Office Staff in selected branches of Ghana Commercial Bank Ltd, Tamale

The main objective of the study is to examine the relationship between various service quality dimensions and customer satisfaction. The study also contains suggestions and recommendations to address issues that hamper good service delivery to make the customer satisfied. The method that was used for the study involves initial literature review on service quality and customer satisfaction and how it contributes to increased profitability. Data was collected from secondary sources including newspapers, magazines, internet and unpublished thesis. Primary data was collected from two sources; these were the staff and customers of Ghana Commercial Bank (GCB) Ltd in Tamale branches. In all eighty one staff and four hundred and eighty customers were randomly selected and questionnaire administered to them. Analysis of the data was carried out thereon with the help of Statistical Package for Social Sciences (SPSS) to come out with tables, graphs and charts to give an indication of how customer satisfaction is influenced to service quality of frontline staff of the Bank. From the analysis it came to light that the Bank has numerous customer service challenges such as difficulty in accessing information, unwillingness on the part of staff to assist customers and providing them with prompt service. Meanwhile, the Bank has enough staff in all three branches to handle customer complaints and other issues. It is therefore recommended that; the Bank put in place strategies to train staff on good practices in customer service and also to motivate them to give off their best. In conclusion, it is believed that if staff are motivated and trained on customer service issues they will be in a position to give off their best in order to satisfy and eventually delight the customer for high profitability.

Source: KNUST
Customer service and customer retention; a case of some selected commercial banks in Kumasi

The importance of customer service in achieving corporate objectives cannot be over emphasized. Customer service is a series of activities designed to enhance the level of customer satisfaction; that is, the feeling that a product or service has met the expectations of the customer. Although banks are now focusing on efficient ways of meeting customers‟ needs, there is the observation that many customers hop from one bank to another. The purpose of the study was to investigate customer service and customer retention in three selected banks in Kumasi. Thus the study aimed at investigating the strategies that are adopted by these financial institutions in order to satisfy their customers and also how they retain them. A sample of 132 respondents was chosen out of which 22 were chosen using purposive methods. The remaining 110 respondents were chosen using convenient sampling method. In the process, both qualitative and quantitative data was sought for using questionnaire and an interview guide. Whilst the quantitative data were analyse d with frequency counts and mean score, the qualitative data were analysed under themes and patterns and presented with direct quotations from the interviewees. The findings of the study revealed among others that customers‟ perceptions about the quality of services provided by the three selected banks varied and also customer retention was rated high by the all respondents. Most customers of G C B Bank were not satisfied with the quality of service relative to customers of ADB and UMB. It was recommended among others that banks need to improve the dimensions of service quality through regular training of employees

Source: KNUST