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

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dc.creatorMalisa, Neema
dc.date2021-02-11T16:26:44Z
dc.date2021-02-11T16:26:44Z
dc.date2020
dc.date.accessioned2022-10-20T14:40:07Z
dc.date.available2022-10-20T14:40:07Z
dc.descriptionDissertation (MA Business Administration)
dc.descriptionThis 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.identifierMalisa, N. (2020). The assessment of customer satisfaction among alternative Banking channels in Dodoma city (Master dissertation). The University of Dodoma, Dodoma.
dc.identifierhttp://hdl.handle.net/20.500.12661/2750
dc.identifier.urihttp://hdl.handle.net/20.500.12661/2750
dc.languageen
dc.publisherThe University of Dodoma
dc.subjectCustomer satisfaction
dc.subjectBanking channels
dc.subjectDodoma
dc.subjectBanking services
dc.subjectCRDB
dc.subjectNMB
dc.subjectTPB
dc.subjectTraditional banking channels
dc.subjectAlternative banking channels
dc.subjectBanking technology
dc.subjectTechnology
dc.subjectTelebanking
dc.subjectAutomated teller machine
dc.subjectATM
dc.subjectCore banking
dc.subjectInformation and Computer Technologies
dc.subjectICT
dc.subjectNational Microfinance Bank
dc.subjectCooperative Rural Development Bank
dc.subjectOnline banking
dc.subjectAlternative Banking channels
dc.titleThe assessment of customer satisfaction among alternative Banking channels in Dodoma city.
dc.typeDissertation

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