An investigation of the link between customer Satisfaction and bank performance; a case of KCB Bank
No Thumbnail Available
Date
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Mzumbe University
Abstract
Description
A Dissertation Submitted to Mzumbe University Dar es Salaam Campus for
Partial Fulfilment of the Requirements of the Degree of Masters of Science in
Human Resources Management of Mzumbe University
This study is built on an investigation of the link between customer satisfaction and Bank performance; a case of KCB Bank. Besides the link between customer satisfaction Bank Performance it has been proved that any Bank performance depend on customer satisfaction. The main objective of this research was to analyse the level of customer satisfaction in Tanzania banking industry specifically at KCB Bank. To achieve this, the study had several specific objectives. These specific objectives included; to examine customers’ perception towards services offered by KCB Bank; To analyze the interrelationship between customer satisfaction and bank performance, and To determine the strategies to improving customer satisfaction at KCB Bank. In order for the study to be effectively accomplished, it was guided by several research questions In general, the study found out that large percentages of the respondents are satisfied with the services offered at KCB. Apart from that, the study managed to establish the existing relationship between customer satisfaction and bank performance. Several strategies were identified as essential in improving customer satisfaction at KCB. These included: To provide more tellers with good customer relation; provide more chairs for waiting; provide education and training to existing workers, improve the quality of the services provide and lastly establishing proper motivation strategies to employees The researcher used KCB Bank, samora, msimbazi and oysterbay branch as a case study to represent many other Banks.
This study is built on an investigation of the link between customer satisfaction and Bank performance; a case of KCB Bank. Besides the link between customer satisfaction Bank Performance it has been proved that any Bank performance depend on customer satisfaction. The main objective of this research was to analyse the level of customer satisfaction in Tanzania banking industry specifically at KCB Bank. To achieve this, the study had several specific objectives. These specific objectives included; to examine customers’ perception towards services offered by KCB Bank; To analyze the interrelationship between customer satisfaction and bank performance, and To determine the strategies to improving customer satisfaction at KCB Bank. In order for the study to be effectively accomplished, it was guided by several research questions In general, the study found out that large percentages of the respondents are satisfied with the services offered at KCB. Apart from that, the study managed to establish the existing relationship between customer satisfaction and bank performance. Several strategies were identified as essential in improving customer satisfaction at KCB. These included: To provide more tellers with good customer relation; provide more chairs for waiting; provide education and training to existing workers, improve the quality of the services provide and lastly establishing proper motivation strategies to employees The researcher used KCB Bank, samora, msimbazi and oysterbay branch as a case study to represent many other Banks.
Keywords
customer Satisfaction