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Review of: "Effect of Employees' Commitment on Customer Satisfaction of Banks in Africa"

Article scientifique 2023 Anglais

Résumé

Potential competing interests: No potential competing interests to declare.Overall, I find the introduction weak.If I may suggest, use a bit of a funnel approach indicating value of commitments as competitive tool, link that to satisfaction, and then bring in the African banking as environment where these apply.Also source the intro better with recent and relevant citations.Banking in Africa has significantly changed in their service approach since the pandemic, moving from an in-store to an electronic remote service industry. Add the null hypothesisThe theory on customer satisfaction is very weak, 3 sources all dated.See comment above regarding pandemic.There is also no theoretical link explaining why commitment is linked to satisfaction.Likewise, there is no substantiation for the hypotheses from the theory.This needs to be corrected.For example, the only reference is "Recent research conducted

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Bisschoff, C. (2023). Review of: "Effect of Employees' Commitment on Customer Satisfaction of Banks in Africa". https://doi.org/10.32388/bwxooy

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Auteur(s)

Christo Bisschoff

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