Factors Affecting Customer Satisfaction in Banking: A Case Study of Centenary Bank, Mapeera House

Abstract

The purpose of this study was to establish the factors affecting customer satisfaction in banking in Uganda. The study was guided by the following objective: to find out the relationship between time spent at the bank and customer satisfaction; to identify the relevancy of availability of many tellers attending to customers in relation to customer satisfaction; to establish the relationship between the availability of ATM machines and customer satisfaction and to find out the other factors affecting that influence customer satisfaction apart from the ones mentioned above. The first approach is to first of all do pretesting through a pilot study to ascertain the effectiveness of the questionnaire and find out if the questionnaire will be understood by the respondents and also if they are willing to answer it. The customers to Centenary on approach could give relevant information about factors affecting customer satisfaction. The study findings conclude that most of the factors that affect customer satisfaction, affect it negatively as most of the customers are not satisfied with the services the bank offers. The study also recommends the bank to put up more branches more so in the rural areas and also increase on the level of security around the banks