Customer and Banks

UNIVERSITY OF NAMIBIA

What mechanisms are banks using in terms of building and maintaining customer’s relationships? A study of one

Selected Banks in Namibia

A RESEARCH PROPOSAL SUBMITTED TO THE FACULTY OF ECONOMICS & MANAGEMENT SCIENCES IN FULLFILLMENT FOR THE DEGREE OF BUSINESS ADMINISTRATION IN MANAGEMENT SCIENCES AT THE UNIVERSITY OF NAMIBIA

BY:

TONY KAVUL PIT

STUDENT: 200953711

PERIOD: MARCH, 2013

Supervisor: LENNOX (University of Namibia)

Table of content

1. Title

2. Introduction

2.1 Orientation of the proposed study

2.2 Statement of the problem

2.3 Objectives of the study

2.4 Research questions

2.5 Hypotheses of the study (where needed). This is optional.

2.6 Significance of the study

2.7 Limitation of the study

3. Literature Review and (where applicable) the theoretical framework

4. Methodology

4.1 Research Design

4.2 Population (where applicable).

4.3 Sample

4.4 Research Instruments

4.5 Procedure

4.6 Data analysis

4.7 Budget (for sponsored students only).

5. Research Ethics

6. References

2. Introduction

Each organisation may it be profit or non-profit, public or private sectors are subject to factors that affects their performance in terms of providing services to their target market. The notion of providing quality services or products is one of the most used strategies by public and private organisation. The goal of this strategy is to satisfy their customers and build good relationship with them. However, because of the emergence of the new global economy, it brings new economics, new market structures, new marketing strategy, and new industry structures which changed the profile of customers (Palmer, 1996).

Organisations need to keep this development in mind to maintain its productive relationship with its customers. In addition, these organisations should provide innovative solutions and services for managing customer relationships that optimize operating performance and accelerate financial results....