Customer Care and Customer Satisfaction
The Case of Banks
This research assesses the impact of customer care on customer satisfaction as well as the correlation between the two variables.
The researcher envisages if customer satisfaction is directly a result of business organizations’ customer care effort.
Banks and building society employees and customers were selected and asked to complete questionnaires and answer interview questions in trying to establish the correlation between the two as well as the strength of their relationship.
The majority of the respondents strongly expressed that customer satisfaction does not just happen, but is directly related to the amount of customer care disbursed.
Samson Mutsagondo has a B.A degree in History and Philosophy, a B.A.
Special Honours in History (University of Zimbabwe), an I.A.C.
Marketing Diploma, a P.G.D.E and M.B.A.
(Midlands State University).
He is currently working as a Provincial Archivist with the National Archives of Zimbabwe and based in the Midlands.