Assessing the level of customer care service in Housing Finance Bank Limited, Mbale branch

Abstract

The study examined the level of customer care service in housing finance bank limited Mbale branch. The purpose of the study was to establish the level of customer care service provided by Housing Finance Bank Limited. The objectives of the study were to examine the nature of customer care service, to examine the level of service quality perception by clients and to establish the factors affecting service delivery at housing finance bank. Using a cross-sectional case study design, data was collected from a sample of 46 respondents by the help of self-administered questionnaires and interviews guide. The findings of the study indicate that Housing finance bank has the willingness to provide help and prompt service to its customers and that client’s access the bank services with a lot of ease. Staff members are very experienced and skillful in handling the clients while at the bank though the waiting time to provide service to our customers is very excessive and not convenient for most of the HFB clients. The bank has got a set of rules and guidelines that have to follow to ensure good customer care service however, training is lacking among employees to keep their skills up to date. It was concluded the bank has done its best to ensure that they serve the public to the best of their expectation but the general lack of training and development programs among the employees has really affected their level of performance. It was recommended that that there should be frequent investigation and monitoring of customers' perceptions, which should substantial and continuous, Managers should be aware of the importance and role of training in improving customer service in banks, Employees should be confident about how to perform their jobs, as role conflict and ambiguity can make their confidence decline therefore, managers should find ways averting such trend.