Dissertation Master's (DCC-BS)

Permanent URI for this collectionhttps://scholar.mzumbe.ac.tz/handle/123456789/499

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Subject: search.filters.subject.Customer satisfaction

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    Factors affecting customer satisfaction in banking industry in Tanzania: A case of national microfinance bank (NMB) Bagamoyo branch
    (Mzumbe University, 2014) Chawinga, Elizabeth
    Banking industry especially in most developing countries and in Tanzania is one of the fastest growing businesses with a lot of opportunities to the society. It has opened opportunity for customers (guests) to enjoy choice among banking service providers. The purpose of this research study was to investigate factors affecting customer satisfaction in banking industry in Tanzania. A study conducted at National Microfinance Bank (NMB) Bagamoyo branch. The objectives which guide this study was to determine the level of customer satisfaction in banking industry, to determine factors affecting customer satisfaction in banking industry, to examine the challenges that management face in satisfying customers in banking industry. The study used both qualitative and quantitative approaches to investigate factors affecting customer satisfaction in banking service provider. The study carried out and covered 384 individual customers of NMB Bagamoyo branch and all 12 bank officers as according to the sample size. Data collected using the in-depth interview method, questionnaires, Focused Group Discussion method (FGD) and observation method. Tools used in data collection were structured questionnaires, checklist and FGD guiding questions. Statistical Package for Social Sciences (SPSS) and Ms. Excel was used to analayze data. It was revealed that customers are satisfied with the service provided by the NMB bank Bagamoyo branch. However, from the study it was further revealed that small numbers of customers are not satisfied. It was recommended that bank should also focus on this small number of customers as their satisfaction is also important for success of the bank.
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    Factors affecting customer loyalty in banking sector in Tanzania: The case of CRDB, Azikiwe branch, Dar es Salaam.
    (Mzumbe University, 2020) Gadiel, Magreth.
    Globally, the banking industry is very important for both developing and developed economies. Therefore, customer loyalty must be valued as an effective tool that banks can use to gain a strategic advantage and survive in today’s ever increasing banking competitive environment. This study assessed the factors affecting customer loyalty in banking sectors in Tanzania, using the case of CRDB Plc. Azikiwe Dar es Salaam. Specifically, the study was guided by the following specific objectives: to determine how perceived service quality affect customer loyalty at CRDB bank Azikiwe branch; to assess how trust affects customer loyalty at the CRDB Azikiwe branch; to investigate how brand awareness influence client loyalty at the CRDB Azikiwe branch; to find out how customer satisfaction affects customer loyalty at the CRDB Azikiwe branch. The study employed a case study design while including 70 respondents as the sample of the study. The purposive and sampling procedures were used to draw the sample. The questionnaires, interview and documentary review were used as data collection techniques. Analysis of information was done through substance examination which for subjective information while quantitative data was analyzed through descriptive analysis with the aid of SPSS. The study findings revealed that, perceived service quality, trust, brand image and customer satisfaction have a greater influence on customer loyalty, as majority of respondents did agree. The study concludes that, trust and brand image influence customer loyalty. The study recommends that, customer satisfaction, perceived service quality should be emphasized on customer loyalty regarding the excellence of the services from the entity. Therefore, customer loyalty arises when customers choose to use a specific shop or purchase a particular product.