The impact of Credit Risk Management System on Bank Customers Satisfaction
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Date
2022-03-08
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A.A.U
Abstract
The intention of this study is to examine the impact of credit risk management system on commercial bank’s customer satisfaction. The study is conducted by quantitative research method by using descriptive and regression analysis. The study uses the primary data collected by using structured questioners. The data are expressed in terms of graphs, tables and the descriptive analysis mainly analyzed by using mean. The study also employs binary logistic regression in order to investigate the relationship between customer satisfaction and credit risk management system in commercial banks. The major variables are credit risk management principles, Credit risk management practices, determinants of credit risk, credit risk management techniques and tools and liquidity Risk. The result using the binary logistic regression reveals that there is a positive relationship between customer satisfaction and explanatory variables. The study finds out that credit risk management principles, credit risk management practices, determinants of credit risk, credit risk management techniques and tools are significant determinants of the customer satisfaction whereas liquidity risk management has insignificant impact in customer satisfaction in commercial banks. Therefore, credit risk management in commercial banks is important method for customer satisfaction and the researcher recommended that commercial bank managers should give special emphasis for major determinants.
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Keywords
credit risk management, customer satisfaction, logistic regression