| dc.creator |
Kiwanuka, Maimuna |
|
| dc.date |
2020-07-15T05:01:39Z |
|
| dc.date |
2020-07-15T05:01:39Z |
|
| dc.date |
2019 |
|
| dc.date.accessioned |
2021-05-05T08:08:35Z |
|
| dc.date.available |
2021-05-05T08:08:35Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192/3564 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/3564 |
|
| dc.description |
A Dissertation Submitted in Partial Fulfilment of the Requirement for the Award of a Masters of Business Administration in Corporate Management (MBA-CM) of Mzumbe University |
|
| dc.description |
The study was on assessing the service quality and customer satisfaction of internet banking service in public commercial bank a case study at Tanzania Postal Bank. The objective of the study was to assess the effectiveness of tangibility, assurance, empathy, responsiveness and reliability on the quality of internet banking service and customer satisfaction, The study used service quality model to assess the quality of internet banking and customer satisfaction Questionnaire were distributed to 80 respondents basing on service quality questionnaire were respondent were to choose on a scale of 1 to 5.
The results were analyzed through computer program were they presented in tables having frequency and percentage also mean score and average mean was calculated to assess the effectiveness of each dimension. The result found assurance to be the most influential dimension on quality of internet banking and customer satisfaction compared to tangibility, responsiveness, reliability and empathy
Lastly a recommendation of ways to improve internet banking service was explained and a recommendation of future research area was suggested. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Service Quality |
|
| dc.subject |
Internet Banking |
|
| dc.subject |
Commercial Banks |
|
| dc.title |
Assessing Service Quality of Internet Banking and Customer Satisfaction on Public Commercial Banks in Tanzania .A Case Study of Tanzania Postal Bank TPB in Dar es Salaam |
|
| dc.type |
Thesis |
|