Full Text Available
Note: Clicking the button above will open the full text document at the original institutional repository in a new window.
The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd.
A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of the Degree of Master of Business Administration,
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | English |
| Published: |
2012
|
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1867613135637053440 |
|---|---|
| access_status_str | Open Access |
| author | Akosah, Abraham Bkrumah |
| author_browse | Akosah, Abraham Bkrumah |
| author_facet | Akosah, Abraham Bkrumah |
| author_sort | Akosah, Abraham Bkrumah |
| collection | Thesis |
| description | A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of the Degree of Master of Business Administration, |
| format | Thesis |
| id | oai:ir.knust.edu.gh:123456789/4148 |
| institution | KNUST (Ghana) |
| language | English |
| last_indexed | 2026-06-10T12:31:19.760Z |
| license_str | Not specified — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from KNUSTSpace — Kwame Nkrumah University of Science & Technology (Ghana) |
| publishDate | 2012 |
| publishDateRange | 2012 |
| publishDateSort | 2012 |
| record_format | dspace |
| source_str | KNUSTSpace — Kwame Nkrumah University of Science & Technology (Ghana) |
| spelling | oai:ir.knust.edu.gh:123456789/4148 The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. Akosah, Abraham Bkrumah A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfilment of the requirements for the award of the Degree of Master of Business Administration, Customer Relationship Management is an effective weapon for organizations to build and develop a good relationship with customers. Under current circumstances, new customers are difficult to acquire by most banks in Ghana and CAL Bank Ltd is no exception because of the keen competition prevailing among the banks in an attempt to mobilize customers. An alternative way to prospect new customers is to attract the customers from the competitors and also provide them the service they require and also prevent your customers from being attracted by your competitors. Though Customer Relationship Management has come into existence for more than ten years, the application of CRM in the banking industry is still a new topic to study. In this thesis, the researcher assesses the impact of customer relationship management on the granting of consumer and retail credit of the bank as well as the recovery of loans at CAL Bank Ltd. The researcher aimed to establish how Customer Relationship Management affects the granting of consumer and retail credit to clients of Cal Bank (Gh) Ltd. The Study population was Relationship Managers/Officers and Clients who have accessed consumer and retail loans at Cal Bank (Gh) Ltd. It was found out that good relation between officials of the bank and customers of the bank has increased the granting of loans to the clients of the bank. This was made possible because if the hank knows everything about the client it will not hesitate to give out loan to such a client especially when the relationship with the client reveals that the client is credit worthy. KNUST 2012-06-26T09:58:22Z 2023-04-21T14:42:16Z 2012-06-26T09:58:22Z 2023-04-21T14:42:16Z 2008 Thesis https://ir.knust.edu.gh/handle/123456789/4148 en 4803; application/pdf text/plain application/pdf |
| spellingShingle | Akosah, Abraham Bkrumah The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title | The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title_full | The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title_fullStr | The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title_full_unstemmed | The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title_short | The impact of customer relationship management on the granting of consumer and retail credit: a case study of CAL Bank (Gh) Ltd. |
| title_sort | impact of customer relationship management on the granting of consumer and retail credit a case study of cal bank gh ltd |
| url | https://ir.knust.edu.gh/handle/123456789/4148 |
| work_keys_str_mv | AT akosahabrahambkrumah theimpactofcustomerrelationshipmanagementonthegrantingofconsumerandretailcreditacasestudyofcalbankghltd AT akosahabrahambkrumah impactofcustomerrelationshipmanagementonthegrantingofconsumerandretailcreditacasestudyofcalbankghltd |