Abstract

The study assessed customer satisfaction in the National Investment Bank Ltd. and Ghana Commercial Banks in the Obuasi Municipality. The study looked at issues such as factors that bring about customer satisfaction or dissatisfaction. The objectives set for the study includes “determining whether customers of NIB and GCB are satisfied or not”, “to unmask the factors that brings satisfaction to the customers of NIB and GCB”, “to find out the level of customer satisfaction at NIB and GCB products” and “to determine if employees heed to complaints and accept inconveniences from customers”. The methods used for data collection include questionnaire an interviews. The researcher used purposive sampling for the departmental heads and workers of the banks; and used convenience sampling for the customers because it was not easy getting people who had accounts in both banks. The sample frame for the study included two hundred and fifty (250) customers, twelve (12) staff/workers and four (4) departmental heads from the two banks. The study revealed that customer satisfaction with the customers at the NIB is better as compared to GCB, all other things being equal. It also revealed that customer satisfaction was not the best at GCB because it had a lot of customers. This added to the longer time a customer could take in transacting business with them. Bad worker customer relations also contributed to the dissatisfaction of GCB customers.