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This dissertation was looking for Cotributions of customer care centre in promoting quality in banking services: A case Stanbic Bank Tanzania. It is argued that there are problems in resolving customers issues as the scenarios occurred in different branches. The foundation of this study based on the main objective which was to have an insight of the level of the quality services rendered by customer care centre to corporate clients in the reduction of common mistake or repetitive errors occurred during processing transactions by commercial departments or branches of stanbic bank.
A total of 55 respondents were involved in the study from Stanbic Bank Tanzania. Where 35 of them were bank staff and 20 were bank customers from various branches.
Various traditional and IT enabled banking services used by customers were studied in this dissertation. In addition, customer satisfaction was also measured with various dimensions. It is observed that salary processing, cheque deposit and cheque clearance, interbank money transfer, credit facilities were the most common banking services used by the customers. A small number of respondents were using IT enabled services (call centres) other than ATM. Security, lack of facility, improper awareness and so on were found to be the reasons for not using IT enabled services. The customers were not satisfied with the employee behavior, high charges, accessibility and communication and infrastructure. |
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