Economics and Business
ISSN 2775-9237 (Online)
Published: 14 April 2018
Leveraging Social Inclusion Through the Impact of Customer Services Quality on Organizational Performance at a Selected Commercial Bank in Namibia
Simeon Panduleni Uahengo, Sadrag Panduleni Shihomeka
MMI Holding and Regent Business School MBA Graduate, University of Namibia (Namibia)
Download Full-Text Pdf
This paper investigated the impact of customer services quality on the organizational performance at a selected commercial Bank in Namibia as a social inclusion driver for economic growth within the banking sector. The objectives for the study were: to establish the relationship between quality customer service and organizational performance; to establish the impact of quality customer service on the overall organizational performance and to offer recommendations to the management and relevant stakeholders. A quantitative research approach was used with a simple random probability sampling. A closed-ended questionnaire was used to collect data to leverage social inclusion through the impact of customer services quality on the overall organizational performance. 57 Closed ended-questionnaires were used to collect the data. By using descriptive statistics, data were recorded on excel spreadsheets. The results of the study were presented by using graphs and converting the data into percentage, mean values and percentages. The finding reveals that quality customer service contributes mostly towards an improved organisational performance. The results further established that majority of the clients including the customer service consultants’ staff strongly agreed that, quality customer service contributes to the sustainable organizational performance. The study recommends to the top management of a selected commercial bank to keep on investing in the customer service quality by increasing the numbers of ATMs at every business centre in the area as it provides convenient alternatives to the customers. Furthermore, investments in technological innovations and customer service help commercial banks to sustainably retain and attract more customers yielding much-needed profitability for the bank. The study recommends that future researchers should investigate the inclusive sustainability of customer services quality and how they affect the overall organizational performance at different commercial banks.
Babbie, E. (2007). The practice of social research (11th ed.). Belmont, CA: Wadsworth/Thomson.
Barrow C. (2011). 30 day MBA in marketing: your fast track guide to business success. Published in Great Britain and the United States in 2011 by Kogan Page Limited
Bolton, R. N., and Drew, J. H. (1991). A multistage model of customers’ assessments of service Quality and value. The Journal of Consumer Research, 13, pp. 375-384. Available: http://dx.doi.org/10.1086/208564, Retrieved: 21 December 2016.
Brown, R. (2012). Marketing, 5th addition. Graphicraft Limited, Hong Kong: India by Replika Press Pvt Ltd.
Butler, M. and Rose, E. (2011). Introduction to Organisational Behaviour. Jaico Publishing House: Delhi. India.
Caruana, A.; Money, A. H., and Berthon, P. R. (2000). Service quality and satisfaction-the moderating role of value. European Journal of Marketing, 34(11/12), pp. 1338-1353. Available: http://dx.doi.org/10.1108/03090560010764432, Retrieved: 23 September 2016.
Chang, Y.; Yanyang, L. & Yan, J. (2009). Research of the function mechanism between B2C network service quality and customer loyalty. Journal of Systems Science and Information, 06, pp. 94-106.
Cook S. (2011) Customer Care Excellence How to create an effective customer focus, 6th addition. Typeset by Saxon Graphics Ltd, Derby: India by Replika Press Pvt Ltd.
Creswell, J.W.2015. A concise introduction to mixed methods research. Thousand Oaks, CA: Sage
Creswell J. W. (2014) Research Design, International Student Addition, Forth addition, Type C&M digital pty, printed and bound by CPI group(UK) Ltd, Croydon CR04YY
Grewal, D.; Monroe, K.B., and Krishnan, R. (1998). The effects of price-comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioural intentions. The Journal of Marketing, 62, pp. 46-59. Available: http://dx.doi.org/10.2307/1252160, Retrieved: 25 January 2017.
Gronholdt, L., Martensen, A., and Kristensen, K. (2000) The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences. Total Quality Management, 11, 509-514.
Gupta, M. and Gupta, D. (2011). Research Methodology. New Delhi: Rekha Printers Private Limited.
Hancock, B. Windridge, K. and Ockleford, E. (2009). An Introduction to Qualitative Research. NIHR RDS EM/YH.
Harrington, M. (2013) Customer Service Back to Basics Principles of Quality Customer Service. Journal
Haukongo N. (2016) Oshakati UNAM Northern Campus Small Medium Enterprises Mentor Statement to FNB Business Managers.
Huba J. and McConnell B, (2012) creating customer Evangelist, How loyal customer becomer volunteer of the sales force.
http://dx.doi.org/10.1016/S0022-4359 (96)90021-4, Retrieved: 12 January 2017.
Kothari, C.R. (2011). Research Methodology: Methods and Techniques. 2nd Revised Edition. New Age International Limited: New Delhi
Kotler Philip. (1999). Kotler on marketing: How to create, win, and dominate markets. New York: The Free Press.
Kotler, P. and Keller, K. L. (2016). Marketing. Pearson Education Limited. The United States of America.
Kotler, P. and Keller, K.L. (2016) Marketing Management (Global Ed.). England: Pearson Education.
Leedy O. &Ormrod J. E. (2010) Practical Research planning and design, Ninth edition.Peason Education, Inc Publishing as Merrill Upper Saddle River, New Jersey 07458
Maree K. (2016) First Step in Research, Fourth addition. Typeset in 9.75 on 13 pt Utopia by pacesetting &Graphics Printed and bound by Paarl Media, a division of Novus Holdings
Mathur, U. C. (2011). Winning and influencing Customers. Customer Relationship Management. Text and Cases. India: I.K. International Publishing House Pvt. Ltd
Mohanty R.P & R.R.Lakhe (2011)TQM in the Service Sector, Jaico Publishing house Ahmedabad, Bangalore Bhopal Chennai Delhi Hyderabad Kolkata Luck now Mumbai
Moses and Knutsen, (2012) Ways of knowing Competing methodologies in social and political research second edition printing Palgrave MacMillan
Moriarty, J. (2011). Qualitative Methods Overview. London: Kings College.
Nastasi, B. Qualitative Research: Sampling & Sample Size Considerations. Unknown Publication
Oppong, S.H. (2013). The Problem of Sampling in Qualitative Research. Vol.2. Warsaw: Poland.
Panneerselvan, R. (2009). Research Methodology. Seventh Printing. Jay Print Pack Private Printing: New Delhi.
Phellas, C.N. Block, A. and Seale, C. (2011). Structured Methods, Interviews, Questionnaires, and Observations. Unknown Publisher.
Roberts-Phelps, G. (2001). Customer Relationship Management. How to turn a good business into a great one! Ashford Colour Press: Great Britain
Saunders, M. Lewis, P., and Thornhill, A. (2012). Research Methods for Business Students. 6th Edition. UK: Pearson.
Shajahan, S. (2010). Research Methods for Management. 4th Revised and Enlarged Edition. Pashupati Printers: Delhi
Thompson, B. and Subotnik, R.F. (2010). Methodologies for Conducting Research on Giftedness. Amazon.
Wilson A, Zeithamal, & Bitner J. (2012) Service Marketing Integrating Customer Focus Across the Firm, Second European Edition
Yingru, D. (2013). Study on the Relationship between Group-buying Service Quality and Customer Loyalty in Catering Industry. Zhengjiang University.
Zou, J. (2010). Research on Express Service Quality and Its Relationship with Customer Loyalty. India: Indian University.