| dc.creator |
Hirsi, Halima Mohamed |
|
| dc.date |
2019-07-04T07:50:27Z |
|
| dc.date |
2019-07-04T07:50:27Z |
|
| dc.date |
2014 |
|
| dc.date.accessioned |
2021-05-05T08:08:18Z |
|
| dc.date.available |
2021-05-05T08:08:18Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192.1/2639 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192.1/2639 |
|
| dc.description |
A Dissertation submitted in Partial Fulfillment of the Requirement for the award of Master’s Degree in Business Administration in Corporate Management (MBA-CM) of Mzumbe University |
|
| dc.description |
This dissertation consists of five chapters. The first chapter is made up of background of the study, statement of the problem and objectives of the study. The main objective of this study was to examine the importance of customer satisfaction in banking industry in Tanzania with particular focus on CRDB Bank PLC.
Specifically, the study aimed to find out if services offered by the CRDB Bank meet customer expectations; find out if the quality of services offered by the bank meets customer satisfactions.
The study was conducted in Dar es Salaam at the Head Offices of CRDB Bank using case study research design as well as primary and secondary data collection methods. The primary data were collected with the use of questionnaires and interview guides, as well as personal observation. Secondary data collection involved the perusal of various documents.
The study concludes that customers of commercial banks are satisfied with the services offered by banks and that customer satisfaction is a very important driver in the performance of the Commercial Banks and the resources channeled to a Commercial Bank are adequate to meet the intended objectives of meeting customer expectation and needs. The study also concludes that the services and products offered by the bank meet the SERVQUAL measurement variables of customer service.
To improve customer satisfaction the study recommends that the management of banks should re-examine their services strategy development, particularly in the context of improving the physical state of their office premises and machines to enhance customer satisfaction. The bank must ensure that it has a formal strategy document detailing policies on improving customer satisfaction.
Also, the bank must pay attention to their staff development strategy since staff satisfaction is a key driver to customer satisfaction. In so far as the bank would want to maintain a valuable relationship with customers, the management should view its staff as internal customers who must be satisfied first in order to achieve the ultimate goal of meeting the expectations of external customers. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Quality Service |
|
| dc.title |
Quality Service Delivery in Commercial Banks: A case of CRDB Bank PLC |
|
| dc.type |
Thesis |
|