Assessment of students satisfaction in bank services provided by banks with in Makerere University

Abstract

The aim of the research was to investigate which banks they prefer, to define which dimensions or elements of banking services are important for them, and to determine the level of students’ satisfaction with each dimension of the mentioned services. Finally, the research had to explore the overall level of students’ satisfaction with banking services. Qualitative and quantitative researches have been conducted. Convenience sampling has been applied. Control categories were students aged from 18 to 26 years who use banking services and are full time students of makerere University. The research was conducted online questionnaire. The questionnaire was accurately completed by 100 respondents. The results show that students prefer centenary bank and that is almost half of the respondents, most of the students are partially satisfied with their banking services. The highest level of satisfaction is related to employees’ dress code, although the respondents did not evaluate the dress code as an important element in offering banking services. The results showed that the important banking service element is Understanding students’ needs and in accordance with what was promised, as well as expertise and professional behavior of employees. It is important to stress that the respondents are not satisfied with the speed of service delivery. A lower level of satisfaction is also related to banking fees. Since the mentioned elements are relatively important to respondents, banks should make the necessary improvements in order to ensure greater student satisfaction with banking services. From this study, results shows that understanding student's needs is the basis that determines the level satisfaction among students within makerere university