| dc.creator |
Rasphus, Raymond |
|
| dc.date |
2020-09-22T20:17:40Z |
|
| dc.date |
2020-09-22T20:17:40Z |
|
| dc.date |
2020 |
|
| dc.date.accessioned |
2022-10-21T10:32:28Z |
|
| dc.date.available |
2022-10-21T10:32:28Z |
|
| dc.identifier |
APA |
|
| dc.identifier |
http://hdl.handle.net/11192/4252 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/4252 |
|
| dc.description |
A research report submitted to Mzumbe University - Mbeya Campus College in partial fulfillment of the Requirement for the award of the Bachelor degree in Human Resource Management (BHRM) of Mzumbe University. |
|
| dc.description |
This research was meant on examining the quality of service delivery in commercial banks towards customer satisfaction. The study meant to discover answers to those objectives of the study. The main objective of this study was to examine the importance of customer satisfaction in banking industry in Tanzania with particular focus on CRDB Bank PLC. Specifically, the study aimed to find out if services offered at CRDB Bank meet customer expectations with quality towards customer satisfaction, to examine the relevant dimensions of service quality for commercial banks, also to evaluate if the resources channeled to commercial banks are adequate to meet customer satisfaction.
The study was conducted in Mbeya city specifically at CRDB Bank PLC - Mwanjelwa Branch. CRDB Bank has been selected due to the fact that it is a leading financial Institution in Tanzania with a huge number of customers. Researcher used case study research design so as to gain rich understanding of the context in the research. The researcher targeted 99 respondents with the sample size of 50 respondents with the useful of purposive sampling technique and random sampling technique; data were gathered by using questionnaire, observation, interview and review of different documents. Data obtained were analyzed and presented by using qualitative and quantitative methods.
The study recommends on what should be done improving customer satisfaction as by re-examining their services strategy development, particularly in the context of improving the physical state of their office premises and machines to enhance customer satisfaction. The bank must ensure that it has a formal strategy document detailing policy on improving customer satisfaction. Also, the bank must pay attention to their staff development strategy since staff satisfaction is a key driver to customer satisfaction. In so far as the bank would want to maintain a valuable relationship with customers, the management should view its staff as internal customers who must be satisfied first in order to achieve the ultimate goal of meeting the expectations of external customers. |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
Quality Service Delivery |
|
| dc.subject |
Commercial Banks |
|
| dc.subject |
Customer Satisfaction |
|
| dc.subject |
CRDB Bank –Mwanjelwa Branch (Mbeya) |
|
| dc.title |
Quality Service Delivery in Commercial Banks Towards Customer Satisfaction: A Case of CRDB Bank –Mwanjelwa Branch (Mbeya) |
|
| dc.type |
Thesis |
|