Business Administration

Permanent URI for this communityhttp://192.168.30.20:4000/handle/123456789/258

Browse

Filters

2013 - 20153

Settings

Subject: search.filters.subject.Banking

Search Results

Now showing 1 - 3 of 3
  • No Thumbnail Available
    Item
    Influnce of customer service management in performance of banking industry : The case of microfunace bank , Mororgoro Tnzania
    (Mzumbe University, 2014) Lyatuu, Emmanuel
    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. Primary and 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 as introduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs of customers; ensuring that services were always of high quality without compromise and on time delivery of services. The findings showed that improvements undertaken by 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 its branches depending on convenience. Also introduction of an expansive ATM network, introduction of E-banking and adoption of mobile phone banking were done. It is recommended that the management of NMB Bank should consider frequent training of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested by mutual respect among all stakeholders, courtesy and proper dressing code. Bank businesses should also consider employing mechanisms of improving on efficiency through reduction of time spent to serve the customers.
  • Thumbnail Image
    Item
    Factors affecting non-performing loans in banking industry: A case of KCB Bank (Tanzania) limited Morogoro and Msimbazi branches
    (Mzumbe University, 2013) Msigwa, Carlo
    The problem of non-performing loans is seen as a burden on any country’s economy or financial institution and putting downward pressure on its growth. This is because the role of banks as financial intermediaries does not function properly due to the problem of non-performing loans (NPLs). The general objective of the study was to examine the factors affecting non-performing loans in KCB Bank (Tanzania) Limited; Morogoro and Msimbazi branches. Cross-sectional research design was used in the methodology. The sample size of 46 respondents (i.e. KCB workers and customers) was used. Data collected were analysed and processed by Statistical Package for Social Science (SPSS) computer software. The findings showed that, diversion of funds for unnecessary expansion of business and speculations leading to investing in high risk assets to earn high income (70%) and legal environment which reflects the availability or non availability of foreclosure laws and ownership rights for both domestic and foreign investors (75%) have been factors influencing NPLs. However, Morogoro branch had higher NPLs ranging from 8% to 6.5% compared to Msimbazi branch which had NPLs ranging from 7.5% to 6.2% as reported by 90% and 85% of respondents respectively. Yet, enhancing training and development options to prevent the failure (85%), introducing and implementing of an aggressive debt collection policy (90%) have been the attempts made to alleviate NPLs. The results indicate that banks need to put emphasis on reserving adequate amount of capital to improve their risk position. The research adds to the argument for enhancing training and development options to prevent the failure in assessing the capabilities of the individuals or entities to generate the interests in their loans in order to alleviate NPLs to the minimum required for the bank to perform.
  • Thumbnail Image
    Item
    The role of financial statement analysis on decision making in Tanzanian banking industry: The case of CRDB PLC., Dar es Salaam
    (Mzumbe University, 2015) Komba, Odwina Damas
    Financial statement analysis has been used to assess a company's likelihood of financial distress — the probability that it will not be able to repay its debts. Despite unprecedented challenges, the financial statements analysis for CRDB Bank Plc reveals the need for a continued enhancement of loss provisioning for the accounts that fail to honour their instalments as to realize maximum profit. The general objective of the study was to examine the role of financial statement analysis on decision making. Case study research design was utilized in the methodology. A sample of 30 respondents was used. Data were collected using documentary review, interview, and questionnaires and analyzed qualitatively through horizontal and content analysis techniques. The findings revealed that CRDB Bank Plc achieved a tremendous increase of cash and balance with the Bank of Tanzania with the increase by 4.8% from 28.4% respectively. In view of that it decreased its deposits and balances with other banks by 35% in 2012/11 from 28.7% of previous years. However, there was a slight change on loans and advances to customers to 26.4% from the previous 27.2%. Total assets increased by 13.3% from 17.7% of the previous accounting year. stakeholders‘ perception of the adequacy of financial analysis statements on liabilities show that deposits for customers increased by 7.5% from 19.3% of previous years, while other liabilities decreased by 12.2% from the increased amount by 49.7% in previous years. Moreover the results show that total liabilities increased by 12.2% from 18.7% of previous years. Retained earnings on the other hand increased by 32.9% from 11.3% of previous years. income statement on business revenue, expenses and the resulting profit and loss for the 2012/11 and 2011/10 on CRDB Bank Plc. The financial status shown by CRDB Bank Plc need to be maintained through the enhancement of good flow of deposits, savings and repayment arrangements to enable it serve its members while enhancing quality decisions for better service provision.