EVALUATING CUSTOMER SERVICE EFFECTIVENESS AND ITS IMPACT ON CUSTOMER SATISFACTION: EVIDENCE FROM STANDARD BANK, OSHAKATI, NAMIBIA
Tangeni Sitahani, Prathana Amrithlal, Muhammad Hoque
Abstract:
The quality of customer service has long been recognized as a crucial factor influencing customer satisfaction in the retail banking sector, but technical issues in branch operations and the use of technology in the banking channel continue to play a crucial role as moderating variables, particularly in developing nations. This research explores the effectiveness of customer service as well as the role it can play in influencing the level of customer satisfaction in the branch operations of Standard Bank in Oshakati, Namibia. The study was based on a structured questionnaire consisting of 33 items, which was collected from a pool of bank clients chosen from the University of Namibia Oshakati campus library. The research methodology used descriptive statistics, as well as the alpha statistical measure for the study of reliability, where alpha was found to be .983. The findings showed that the respondents were satisfied with the knowledge of the customers, communication, reaction, as well as the level of satisfaction, which stood at a mean of M=3.47, indicating that the level of satisfaction was moderate. Nonetheless, operational difficulties in waiting in queues, as well as the slowness of the ATM, were identified as operational pains that intensified the level of dissatisfaction. Furthermore, the use of the telephone, as well as visits to the bank, were identified as the most prolific means, while the use of technology was identified as less prolific. The findings indicated that the adoption of technology, ATM services, and management of queues could enhance customer satisfaction.
Keywords:
Customer service; service quality; banking; customer satisfaction; digital banking; Namibia
APA citation:
TANGENI SITAHANI, PRATHANA AMRITHLAL, MUHAMMAD HOQUE (2025). Evaluating Customer Service Effectiveness and Its Impact on Customer Satisfaction: Evidence from Standard Bank, Oshakati, Namibia. Business & IT, Vol. XV(2), pp. 60-66, DOI: https://doi.org/10.14311/bit.2025.02.06.
Editorial information: journal Business & IT, ISSN 2570-7434, CreativeCommons license CC BY, published by CTU in Prague, 2025, https://bit.fsv.cvut.cz/
