About this document
Customer Service in African Retail Banking by Muhammad Ahmed is a document available to read on EtoBox.
This research report examines customer service expectations in retail banking across ten African countries. A survey of over 4,000 bank customers was conducted to identify the key service quality dimensions and attributes that are important to customers in each country. The results show that responsiveness, such as efficient staff and shorter wait times, is the most important expectation across all countries. However, the importance of other dimensions like reliability and tangibles varies significantly bet
- Author
- Muhammad Ahmed
- Language
- EN