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The purpose of this study was to investigate the Impact of the Digital Transformation
Process on Banks' Relationship with Client in Tanzania referring to the instance of
CRDB Bank Plc. The specific objectives of the study were to examine at the extent bank
provides satisfactory services to the clients, to explore how the digitalization procedure
influences bank clients’ relationship and to decide how CRDB Bank Plc view the
impacts of digital improvements on her relationship with clients.
The study employed the sample of 30 respondents from CRDB Bank Plc. Primary and
secondary data were used to gather the information of this study. Data analysis was done
utilizing the Statistical Packages for Social Sciences (SPSS) instrument. Findings from
the investigation revealed that however clients of the selected bank perceived that their
bank is better in staying faithful to their obligations, there is a slight difference among
them. In spite of the way that there are clients who have uncertainty considering
reliability of CRDB Bank Plc, majority of them, however, see that the bank is trustful.
With respect to the provision of quality services by their bank, significant numbers of
clients did not express their agreement. Therefore, with respect to this it was found by the
researcher that CRDB Bank Plc in Tanzania provides satisfactory services to the clients.
Also study further revealed that, digitalization procedure influences bank clients'
relationship in various ways, for example, improvement of new digital platforms aimed
towards the clients, increases collaboration with clients, it empowers the bank to respond
to changes in client conduct rapidly and it increases profits and it decreases costs.
Additionally, the study revealed that, the impacts of CRDB Bank Plc in digital
enhancements for her relationship with clients are in various manners. These
incorporated the increase collaboration effort of divisions, increases interaction within
the bank, customer data are internal shared rather than applying the examined data
directly on the market, easier to reach out to the clients.
Finally, the study recommended that, there is a need to formulate good policies which
ensures that, CRM practices are improved and thus quality services are provided to the
clients. |
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