| dc.description |
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 |
|