COSTECH Integrated Repository

An assessment of members satisfaction with the Credit services offered by employee based Saccos in Tanzania. A case of Ruangwa teachers saccos

Show simple item record

dc.creator KILAMBO, RASHID SAID
dc.date 2016-04-04T06:53:25Z
dc.date 2016-04-04T06:53:25Z
dc.date 2015
dc.identifier http://hdl.handle.net/11192/1099
dc.description A dissertation Submitted in Partial Fulfilment of the Requirements for Award of the Degree of Master of Science in Entrepreneurship (MSc- Entrep) of Mzumbe University
dc.description This master dissertation was sought to find whether the SACCOS members are really satisfied with quality of credit services offered by employees based SACCOS in Tanzania. Specifically to determine the perceptions of the SACCOS members toward the credit service offered by their institution, assessing the level of members' satisfaction with credit service quality offered by SACCOS and determining the best attributes dimensions in the SERVIQUAL model to members satisfaction. Methodology – The study was quantitative and used Cross-sectional design in the collection of data from the respondents, using structured questionnaires to 120 samples out of 352 total RUTESCO members; in which (116) 96.67% were found to be suitable for analysis. The questionnaires were developed from generic SERVQUAL instrument made up by 22 items and the main analysis was based through the model. The questionnaires were distributed using a convenience sampling technique to respondents. Findings: - The study showed that, the general perceptions of the members toward credit Service quality is high about (5.595) out 7 maximum possible score, this value indicates that SACCOS is doing good to fulfill the wants/expections of the members in credit delivering service. The Overall perceived credit service quality attained by members from their institution is good about 5.4741 out of 7 maximum score and this value indicates 78.20% satisfaction index attained by the members when contacting with the institution; findings also revealed that Responsiveness and Reliability are the best attributes of overall perceived credit quality to RUTESCO members. Furthermore about 89.6% of respondents still need the workplace SACCOS. Research implications:- Theoretically, the study implies that the SERVQUAL model is the best tool to use in understanding and measuring members satisfaction for credit delivering service in SACCOS as Microfinance institution. Practically the study imply that, RUTESCO is providing the satisfactory level of credit service quality demanded by their members. The findings suggest that RUTESCO need some major and minor improvements on Tangibles, assurance and empathy sub dimensions items found with negative gap (s) from the gap score analysis carried.
dc.publisher Mzumbe University
dc.subject Credit services
dc.title An assessment of members satisfaction with the Credit services offered by employee based Saccos in Tanzania. A case of Ruangwa teachers saccos
dc.type Thesis


Files in this item

Files Size Format View

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record

Search COSTECH


Advanced Search

Browse

My Account