IJMIE Volume 2, Issue 11 ISSN: 2249-0558 ________________________________________________________ A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage as well as in Cabell’s Directories of Publishing Opportunities, U.S.A. International Journal of Management, IT and Engineering http://www.ijmra.us 372 November 2012 An Investigation into Customer Satisfaction at a commercial bank in Botswana Cosmas Mwanza George R.Chingarande ABSTRACT Despite continued growth and relatively superior financial performance, the banking industry in Botswana is blighted by the problem of low customer satisfaction. Customer satisfaction has become so pivotal in the banking sector given the proliferation of banks in Botswana that brings with it pressures on banks to be competitive for survival. The purpose of this research was to examine customer service at First National Bank Botswana (FNBB). This research was designed as a survey and was conducted in Gaborone. All the six FNBB branches in Gaborone were included in the research. All in all, 114 customers participated in the survey of which 52.6% were males and 47.4% were females. For the purposes of this research a modified version of the servqual questionnaire with 20 items was utilized. All the five dimensions of the servqual model (tangibles, reliability, responsiveness, assurance and empathy) were examined. A Five-point Likert scale was used to measure the customers’ expectations and perceptions. A gap analysis was performed to establish the difference between the perceptions and expectations of the customers. The research established that there is pervasive customer dissatisfaction with the bank’s services stemming from a gulf between customer expectations and the customer perceptions of service. Keywords: Customer satisfaction, Service quality, Measurement, Bank,