Financial Services Marketing S10 - Customer Satisfaction

Ensuring that customers are satisfied with the quality of services provided by a financial services organization is a critical requirement for business success. Customer satisfaction is a driving force behind the management approaches used in a variety of services industries and the growing trend in customers’ switching behavior in financial services has further elevated the importance of the topic to financial services marketers. Studies indicate that even a low defection rate in the customer base can translate into significant loss of profitability in the long-run. The BSU E-learning and Problem-based Learning Programme seeks to strengthen the capacity of South Universities including University of Ghana in the using of e-learning and problem-based learning approach for teaching and learning in UG. This video-lecture is developed under this initiative to enhance learning activities in the classroom and beyond.