Customer Satisfaction and Performance of Commercial Banks in Selected Branches of Salaam Somali Bank in Mogadishu, Somalia.

ABSTRACT The study intended to establish the relationship between customer satisfaction and performance of commercial banks. The study used descriptive correlation design using a self made questionnaire; data was collected to answer for your specific questions on 1- profile of respondents 2- to level of customer satisfaction 3- level of performance of commercial bank 4- Relationship between customer satisfaction and performance of commercial banks. Data analysis using frequencies percentage means and regression analysis related that 53.2% of respondents were men, most of them having master degree and most in age balanced 20-39 years there is a high level of customer satisfaction ( over all mean 2.85) and high performance of commercial bank (over al mean= 2.93). the level of customer satisfaction was found to be positively correlated with performance it was concluded that customer satisfaction influences performance and it was there for recommended that management of commercial bank in Somalia should that possible of promoting customer satisfaction so as increase the level of performance commercial banks’

 TABLE OF CONTENTS

Chapter page

Declaration A

Declaration B ii

Dedication iii

Approval Sheet

Acknowledgement v

Abstract vi

Table of content vii

List of tables x

List of figures xi

One THE PROBLEM AND ITS SCOPE 1

Background of the Study 1

Statement of the Problem 3

Purpose of the Study 3

Research Objectives 3

Research Questions 4

Hypotheses 4

Scope 5

Significance of the Study 5

Operational Definitions of Key Terms 6

vi

Two REVIEW OF RELATED LITERATURE 7

Concepts, Ideas, Opinions from Authors/Experts 7

Theoretical Perspectives 15

Related Studies 16

Three METHODOLOGIES 19

Research Design 19

Research Population 19

Sample Size 19

Sampling Procedure 20

Research Instrument 20

Validity and Reliability of the Instrument 21

Data Gathering Procedures 22

Data Analysis 23

Ethical Considerations 24

Limitations of the Study 25

Four PRESENTATION, ANALYSIS AND INTERPRETATION 26

Hve FINDINGS CONCLUSION RECOMMENDATION 42

Findings 42

Conclusion 46

Recommendation 46

References 48

Appendices 51

Appendix I - Transmittal Letter 52

Appendix II - Clearance from Ethics Committee 53

Appendix III- CALCULATION OF CONTENT OF VALIDITY INDEXES 55

Appendix VI-Transmittal letter for the respondents 56

Appendix V- Demographic characteristics of the respondents 56

Appendix V-Questionnaires for accounting procedure 57

Appendix VIl-Questionnaire for profitability 58

Researcher’s Curriculum Vita 61