KNUSTSpace >
Research Articles >
College of Science >

Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/5716

Title: A Web-Based Complaint/Suggestion System for Effective Policy Formulation and Implementation in the Banking Industry – A Case Study of UBA (GH) Limited
Authors: Nyame, Gabriel
Issue Date: 12-Nov-2012
Abstract: Banking and financial institutions continue to intensify their efforts to engage in technological innovations in the provision of quality banking products and services. With this strategic approach, many banks have migrated from the traditional and rudimentary branch banking to web-based banking transactions. Impliedly, customers are equally given the opportunity to access e-products and e-services just to free them from insecurity and problems associated with branch banking. The UBA (Gh) Limited employs online banking strategies to increase customers confidence and retention. An online complaint/suggestion system necessitates speedy responses to customers’ complaints or suggestions, and hence a better support to policy formulation and implementation. The study thus examines the effectiveness of the available complaint/suggestion box and its degree of feedback to streamline policy guidelines, and the ultimate need for a web-based complaint/suggestion system to carefully handle customer complaints or suggestions. In the light of this, the study uses both primary and secondary sources of data for analysis. Also, it uses purposive and simple random sampling techniques and descriptive statistical analysis such as frequency distributions and graphs to present the results of the findings. The study established that no effort is made by the bank to encourage customers to effectively use the complaint/suggestion box. Responses to complaints or suggestions are mainly through customer care service point and involve a lot of influences and biases. There exists a missing link between the bank’s provision of e-products and e-services and appropriate medium of feedback for sustenance and promotion of more of such e-products and e-services. A web-based complaint/suggestion system is thus developed to provide parameters for complaint analysis, and help to improve areas affected by customer complaints or suggestions. Thus, a positive outcome or improvement in product development or service delivery resulting from handling of complaints and consideration of relevant suggestions is expected to boost customers’ confidence, loyalty, satisfaction and hence optimal retention.
Description: A Dissertation Presented to the Kwame Nkrumah University of Science and Technology, Faculty of Physical Sciences, in Partial Fulfillment of the Requirements for the Award of the Master of Philosophy in Computer Science, November-2012
URI: http://hdl.handle.net/123456789/5716
Appears in Collections:College of Science

Files in This Item:

File Description SizeFormat
Mphil Comp Sci Thesis - Final 3.pdf1.64 MBAdobe PDFView/Open

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.


Valid XHTML 1.0! DSpace Software Copyright © 2002-2010  Duraspace - Feedback