CUSTOMER SERVICE DELIVERY AND SUSTAINABILITY OF COMMERCIAL BANKS IN CAMEROON | Journal of Economics

This research aims to provide a thorough examination of the topic of Customer Service Delivery and Commercial Bank Sustainability in Cameroon: The Case of Union Bank of Cameroon PLC. Determine the socioeconomic characteristics of UBC customers, analyse the nature of customer service delivery practise in Union Bank of Cameroon, examine the effect of customer service delivery on the bank's sustainability, discuss the constraints faced by Union Bank of Cameroon in customer service delivery, and derive policy implications to improve the customer service – bank sustainability relationship To build a customer service delivery indicator and a probit model for regression estimations, we conducted multiple correspondence analyses. Purposive sampling using 153 questionnaires was used to acquire primary data bank clients are administered Customers of Union Bank of Cameroon value account operating services, security and confidentiality of client information, staff attitude, and the bank's location the most, according to the findings. In terms of bank restrictions, we discovered that lending rules, secrecy, security, advertising, and networking are the bank's significant obstacles. As a result, we urge that financial authorities and decision-makers in the banking industry develop policies that prioritise consumer pleasure. This is a significant step toward financial stability and financial institution expansion.

Please see the link :- https://www.ikprress.org/index.php/JET/article/view/95