A Dissertation submitted in Partial fulfilment of the Requirement for the Award of
the Degree of Master of Business Administration ( MBA-Corporate Management)
of Mzumbe University
Customers today are highly informed and more demanding. Service quality, service
speed and responsiveness to customers‘ needs and wants have become important for
firms to succeed. This calls for the improvement of sales and employee growth that can
enhance organizational growth status. Despite all these initiatives, customer services in
most of the commercial banks have not improved to expected levels particularly in KCB
Bank Morogoro branch. The general objective of this study is to assess the effects of
customer service on organisational performance with reference to KCB Bank, Morogoro
branch.
Case study research design was utilized in the methodology. A sample size of 60
respondents including employees and customers was used in the study. Data collected
were analysed and processed through descriptive analysis.
The findings show that respondents argued that customer service provision has
contributed to the reduction of public relations costs from the fact that the organisation
introduced customer complaint register (written complaints) that is used by customers to
table the complaint whenever services provided become dubious. Likewise, respondents
reported the available mechanisms and strategies used by KCB Bank that included
establishing and enhancing control mechanisms, and provision of information to
esteemed customers for the purpose of enhancing performance while attracting more
customers. Furthermore, the majority of respondents agreed that the extent to which
customer service mechanisms and strategies implementation at KCB Bank can be
termed as very good. This has been so from the fact that many of the employees
perceived the strategies as a tool to raise their customers‘ satisfaction and organisational
performance.
It is concluded that employees trained for enhancing customer services need to utilize
well their knowledge and skills to attain work performance something that is interpreted
by those provided with the services as very good, but requiring some improvements
because of some reasons to fulfill their obligations for the enhancement of services.