Influence of customer service management in performance of banking industry the case of national microfinance bank, Morogoro Tanzania
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Mzumbe University
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A Dissertation Submitted in Partial Fulfillment of the Requirements for the
Degree of Master of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro -Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primaryand secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such asintroduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs ofcustomers; ensuring that services were always of high quality without compromiseand on time delivery of services. The findings showed that improvements undertakenby the bank to manage customer visits and to “decongest” its branches included:investment in information technology infrastructure, opening up of new branches,establishment of branchless banking model that allows its customers to use any of itsbranches depending on convenience. Also introduction of an expansive ATMnetwork, introduction of E-banking and adoption of mobile phone banking weredone. It is recommended that the management of NMB Bank should consider frequenttraining of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested bymutual respect among all stakeholders, courtesy and proper dressing code. Bankbusinesses should also consider employing mechanisms of improving on efficiencythrough reduction of time spent to serve the customers
This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro -Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primaryand secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such asintroduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs ofcustomers; ensuring that services were always of high quality without compromiseand on time delivery of services. The findings showed that improvements undertakenby the bank to manage customer visits and to “decongest” its branches included:investment in information technology infrastructure, opening up of new branches,establishment of branchless banking model that allows its customers to use any of itsbranches depending on convenience. Also introduction of an expansive ATMnetwork, introduction of E-banking and adoption of mobile phone banking weredone. It is recommended that the management of NMB Bank should consider frequenttraining of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested bymutual respect among all stakeholders, courtesy and proper dressing code. Bankbusinesses should also consider employing mechanisms of improving on efficiencythrough reduction of time spent to serve the customers
Keywords
customer service management, banking industry