SALESPERSONS’ CHARACTERISTICS AND CUSTOMER SATISFACTION WITH HIGH INTEREST DEPOSIT ACCOUNTS IN ACCESS BANK PLC, UYO, AKWA IBOM STATE, NIGERIA

Abstract

This study investigated the relationship between salespersons’ characteristics, proxied as communication skill, empathy and level of trust worthiness in regards to customer satisfaction with high interest deposit accounts in Access Bank Plc, Uyo, Akwa Ibom State, Nigeria. Out of the overall population of 2306, the researchers collected data from 341 participants using survey research design. The instrument used to collect data was a structured questionnaire designed with the purpose of the study in mind. The data were evaluated using frequency tables and simple percentages, and the hypotheses were tested using the Pearson Product Moment Correlation analytical tool. Findings showed that; there exists significant relationship between communication skills, empathy and trust level of worthiness and customer satisfaction with high interest deposit accounts in Access Bank Plc, Uyo, Akwa Ibom State, Nigeria. The researchers concluded that there is a significant relationship between salespersons’ characteristics and customer satisfaction with high interest deposit accounts in Access Bank Plc, Uyo. They therefore, recommended amongst others that; employees of Access bank should build a strong and open line of communication that encourages customers to feel valued and understood. Equally, the Management of Access Bank can provide specific training sessions for salespersons to develop their communication skills, empathy and level of thrust worthiness