A Research report submitted to Mzumbe University – Mbeya Campus College in partial fulfillment of the Requirement for the award of the Bachelor Degree of Accounting and Finance (BAF-BS) of Mzumbe University.
This study was designed at making an assessment of the influence of variety banking products on the level of customer satisfaction specific focus on CRDB plc bank in Tanzania. The driving factors of satisfaction on banking product (independent variables) studied were Responsiveness, Assurance, Reliability, Empathy and Accessibility. The dependent variable studied was customer satisfactiction .The main objective of this study was to assess the level of customer satisfaction on variety banking product at Dar es Salaam region, Tanzania. Specifically, to identify the influence of mobile services, internet banking, and card services on customer satisfaction. The study was conducted by using a sample size of 100 respondents, sampling techniques that were used was random and non random sampling technique. The data collection method used was primary data which involved questionnaire together with interview and observation method, and also secondary data which include documentary review. The data collection method were analyzed by using SPSS and presented in forms of tables.
The finding from the study revealed that, the customers’ satisfaction on variety banking products was influenced by accessibility. This is due to alternatives that respondents could use in the course of getting access into the account despite the availability of ATM cards. Such alternatives are like both sim banking and internet banking, also this access can satisfy bank customers as they assured them successful transactions and availability of cash during emergencies and thus making life simple and thus saving times.
The researcher recommended that the bank should lower the charge rate on his banking product, education should provide to the customer regarding different banking product, feedback to customer with regarding to their complaints and improve of quality services, policy formulation on customer care services to bank staff also network problem should be eliminated to improve customer satisfaction while using banking product