A Dissertation Submitted to School of Business (SOB) in Fulfillment of the
Requirement for the Award of Musters Degree in Business Corporate Management
(MBA-Corporate) of Mzumbe University
This dissertation has assessed effectiveness of customer care in influencing performance in
financial institution in Tanzania.
The study was specifically focused on three areas (i) Identify ways used to provide care to
customers (ii) Determine the effectiveness of the methods/strategies used to implement
customer care to ensure banking performance. (iii) Identify challenge facing the
implementation of customer service in banking industry. The study used both qualitative
and quantative approaches and it adopted a case study research design where data were
collected mainly through interview from as sample of 57 informants. The study was about
to assess. Where by the case study was at National Microfinance Bank ltd Wami branch
Morogoro Tanzania which took place from January to June.
The study findings has indicated that due to the current prevailing competitive business
environment there has been significant effectiveness in customer care services in banking
intuitions in Tanzania. The study has indicated different innovative measurable strategies
adopted by NMB bank to improve its customer care services. These includes the use of
customers first track cards, use of business centre, Customer support and Customization,
use of trained customer care staff, prioritized integration of customers and automated
business process, and the strategy to improve customer retention and loyalty: customer
stays longer, buys and buys more often. to name a few. The findings strongly indicate that
use of these strategies has prove more effectiveness on presences of customer complaints
mechanics, accessibility of NMB bank customer complaints system, responsiveness of
NMB bank customer complaints system, presence of trained customer care staff, feedback
and resolution of customer complaints, and customer loyalty to the organization and
image of the organization. Furthermore the strategies identified are clearly
communicated to the staff since the strategy were found to be well understood by almost
all staff in the departments. And this strongly reflected that the strategies have been
explained to staff through seminars and the means for staff to gain access to the strategy
document.