A Dissertation Submitted to Mzumbe University Dar es Salaam Campus for
Partial Fulfilment of the Requirements of the Degree of Masters of Science in
Human Resources Management of Mzumbe University
This study is built on an investigation of the link between customer satisfaction and
Bank performance; a case of KCB Bank. Besides the link between customer
satisfaction Bank Performance it has been proved that any Bank performance
depend on customer satisfaction. The main objective of this research was to analyse
the level of customer satisfaction in Tanzania banking industry specifically at KCB
Bank. To achieve this, the study had several specific objectives. These specific
objectives included; to examine customers’ perception towards services offered by
KCB Bank; To analyze the interrelationship between customer satisfaction and bank
performance, and To determine the strategies to improving customer satisfaction at
KCB Bank. In order for the study to be effectively accomplished, it was guided by
several research questions
In general, the study found out that large percentages of the respondents are satisfied
with the services offered at KCB. Apart from that, the study managed to establish
the existing relationship between customer satisfaction and bank performance.
Several strategies were identified as essential in improving customer satisfaction at
KCB. These included: To provide more tellers with good customer relation; provide
more chairs for waiting; provide education and training to existing workers, improve
the quality of the services provide and lastly establishing proper motivation
strategies to employees
The researcher used KCB Bank, samora, msimbazi and oysterbay branch as a case
study to represent many other Banks.