The assessment of customer satisfaction among alternative Banking channels in Dodoma city.

Malisa, Neema

dc.creator	Malisa, Neema
dc.date	2021-02-11T16:26:44Z
dc.date	2021-02-11T16:26:44Z
dc.date	2020
dc.date.accessioned	2022-10-20T14:40:07Z
dc.date.available	2022-10-20T14:40:07Z
dc.identifier	Malisa, N. (2020). The assessment of customer satisfaction among alternative Banking channels in Dodoma city (Master dissertation). The University of Dodoma, Dodoma.
dc.identifier	http://hdl.handle.net/20.500.12661/2750
dc.identifier.uri	http://hdl.handle.net/20.500.12661/2750
dc.description	Dissertation (MA Business Administration)
dc.description	This study presents the assessment of customer satisfaction among alternative banking channels in Dodoma City. Specifically, the study examines, the status of customer satisfaction among alternative banking channels, the comparison of customer satisfaction among alternative banking channel, the association between demographic factors and customer satisfaction among alternative banking channels. The study adopted a cross sectional design, mixed approach was employed in collecting data. Quantitative data was collected from 304 respondents who access banking services from CRDB, NMB, and TPB. The data were collected from customers through questionnaire. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as ANOVA were used. The study observed that respondents from all selected banks agreed that, they are somewhat satisfied from using alternative banking channels. Additionally, it was found out that customers prefer using traditional banking channels more than other alternative banking channels. Moreover, it was found out that, there is a significance difference on customer satisfaction among alternative banking channels. Furthermore, the findings indicate that there is the association between demographic factors and customer satisfaction in the use alternative banking channels. It is recommended that, more investment should be made in making sure that challenges associated with alternative banking technology are minimized, and guidance should be provided to customers on the benefits of ABCs, and on how to use ABCs. If this is done, it will improve the approval of various ABCs and their aspects in the use and its application. The approval of the ABCs is the source of more application and diversity towards management of various bank functions.
dc.language	en
dc.publisher	The University of Dodoma
dc.subject	Customer satisfaction
dc.subject	Banking channels
dc.subject	Dodoma
dc.subject	Banking services
dc.subject	CRDB
dc.subject	NMB
dc.subject	TPB
dc.subject	Traditional banking channels
dc.subject	Alternative banking channels
dc.subject	Banking technology
dc.subject	Technology
dc.subject	Telebanking
dc.subject	Automated teller machine
dc.subject	ATM
dc.subject	Core banking
dc.subject	Information and Computer Technologies
dc.subject	ICT
dc.subject	National Microfinance Bank
dc.subject	Cooperative Rural Development Bank
dc.subject	Online banking
dc.subject	Alternative Banking channels
dc.title	The assessment of customer satisfaction among alternative Banking channels in Dodoma city.
dc.type	Dissertation