An assessment of customer satisfaction with banking services: the case of CRDB bank Dodoma branch

Mishwaro, Chabu Elius

dc.creator	Mishwaro, Chabu Elius
dc.date	2019-08-29T07:09:22Z
dc.date	2019-08-29T07:09:22Z
dc.date	2013
dc.date.accessioned	2022-10-20T14:39:57Z
dc.date.available	2022-10-20T14:39:57Z
dc.identifier	Mishwaro, C. E. (2013). An assessment of customer satisfaction with banking services: the case of CRDB bank Dodoma branch. Dodoma: The University of Dodoma.
dc.identifier	http://hdl.handle.net/20.500.12661/1229
dc.identifier.uri	http://hdl.handle.net/20.500.12661/1229
dc.description	Dissertation (MA Business Administration)
dc.description	This research aimed at assessing customer satisfaction with banking services using Dodoma CRDB Bank branch as a case study. Specifically, the study examined the implementation of customer satisfaction measures, factors that determine satisfaction with services provided by banks and challenges facing the Dodoma CRDB Bank branch. The study used a cross sectional design in a case study that aimed to get in depth data and study the satisfaction once irrespectively. This study used random sample of 61 respondents who were the customers. Data on satisfaction were collected by survey method through the use of a structured questionnaire. In addition, a checklist was used to collect secondary data related to service delivery through documentary review. The analysis of data was done through the use of SPSS-15. The study findings show that the Dodoma CRDB Bank branch did implement customer satisfaction measures and customers on the whole did express satisfaction with the services provided by the Dodoma branch because bank staffs were empathetic and professional in serving their customers. The study also found that the major bank branch challenge is that ATMs are not functioning well. In addition, the study has found that, the customers were not comfortable with the way the loans were issued as well as the interest rates that were charged on loans and paid on savings accounts. The study recommends that the bank should improve the ATM operations by increasing the network availability, it should open more branches especially in the rural areas of the municipality and it should review the interest rates charged on loans and those paid on accounts to cope with the demand of customers.
dc.language	en
dc.publisher	The University of Dodoma
dc.subject	Customer satisfactions
dc.subject	Banking services
dc.subject	Dodoma
dc.subject	CRDB bank
dc.subject	Customer care
dc.subject	CRDB bank customer
dc.subject	Banking services satisfactions
dc.title	An assessment of customer satisfaction with banking services: the case of CRDB bank Dodoma branch
dc.type	Dissertation