Evaluation of customer care in financial institutions, a case study of DFCU bank, Jinja road branch

Abstract

The study focused on evaluation of customer care in financial institutions; a case study of DFCU bank, Jinja Road branch. The study was guided by the following objectives: to establish the state of customer care provision at DFCU bank, to analyze the causes of poor customer care in DFCU bank, and to provide strategies that can be adopted to address customer care challenges in DFCU bank. In this study, a study population of 20,000 respondents and a sample size of 377was considered (354 for quantitative and 23 for qualitative studies).Quantitative data were coded and analysed using the Statistical Package for Social Sciences (SPSS) version 27. Qualitative data were systematically transcribed and summarized. Qualitative data analysis involved grouping together statements that were obtained from respondents and putting the statements into meaningful patterns. The findings reveal the strategies for addressing customer care challenges as follows; ensuring that customer expectations are met, recruiting workers with the right customer service skills and qualifications, implementing digital services, and providing timely customer feedback. Other strategies are providing enough parking and banking space to accommodate all the customers, orienting customers about bank services and products, offering customer service excellence training, and building customer relationship. The study recommends regular training of bank employees on customer care provision. The bank also needs to invest resources in developing mobile applications which allows customers to get banking services at any time using the mobile gadgets