Abstract:

The main purpose of the research was to find out the customer service quality in the banking industry with respect to ZANACO PLC. The literature review on the subject was mainly collected from journals, textbooks, publications of articles and other relevant literature. The purpose was mainly to enhance the understanding of the subject. The primary data was collected from existing ZANACO west branch customers and its Management; Data was collected through questionnaires, direct observations, and personal interviews with the key informants on the subject matter. This research sought to establish the customer service quality in the banking sector, a case of ZANACO Ndola. The main objective of the study was to investigate the impact of customer service quality in the banking sector and make recommendations based on the findings of the study and to determine the importance of providing quality customer service to customers, and at the same time, checking whether customer service is a tool for gaining competitive advantage. Mainly a descriptive research design was used for the collection and analysis of data. Finally, it was found that customers are generally satisfied with the quality of services offered by ZANACO.

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