Customer satisfaction of Mercantile Bank Limited

Abstract

The report was set to identify the level of customer satisfaction among the users of different services of Mercantile Bank Limited. The report is based on primary research of seventy-two samples focused on identifying different customer touch points at banks that determine the overall customer satisfaction of a bank. With increasing competition among different banks and the industry getting more concentrated it is key that MBL focuses on improving the overall customer satisfaction of the bank. With the change in technology and massive dependency on internet and smart phones the focus is to achieve a greater customer satisfaction through sustainable and financial inclusion of everyone. With the development of the economy much of the population is still out the banking umbrella; thus, it is important the financial inclusion be made priority along with customer satisfaction of existing customers. The report identifies few sectors of customer touchpoint at MBL where there is room for improvement. Mostly with online presence and internet banking MBL is limited compared to its competition.