Customer Satisfaction on General Banking: A Case Study on Mercantile Bank Limited

Abstract

In today’s world, bank has become a part and parcel in our life. It works as a safeguard of our wealth. Numbers of banks are increasing day by day. Mercantile Bank Limited (MBL) has started its operation on 2nd June 1999. I never felt ambiguous and obscure when I was in this office. The environment of the Mercantile Bank Limited is very good and friendly. The report was set to identify the level of customer satisfaction among the users of different services of Mercantile Bank Limited. The report is based on primary research of 50 samples focused on identifying different customer touch points at banks that determine the overall customer satisfaction of a bank. With increasing competition among different banks and the industry getting more concentrated it is key that MBL focuses on improving the overall customer satisfaction of the bank. With the change in technology and massive dependency on internet and smart phones the focus is to achieve a greater customer satisfaction through sustainable and financial inclusion of everyone. With the development of the economy much of the population is still out the banking umbrella; thus, it is important the financial inclusion be made priority along with customer satisfaction of existing customers. The report identifies few sectors of customer touch point at MBL where there is room for improvement. Mostly with online presence and internet banking MBL is limited compared to its competition. The staff of Mercantile Bank Limited are well