Please use this identifier to cite or link to this item: http://hdl.handle.net/20.500.12306/10269
Title: Service quality and customer satisfaction in national microfinance bank Dar-Es-Salaam Tanzania
Authors: Blandina, Kalape
Keywords: Customer satisfaction
National microfinance
Service quality
Dar-Es-Salaam
Issue Date: May-2015
Publisher: Kampala International University, College of Economics and Management
Abstract: The study sought to establish the relationship between service quality and customer satisfaction in National Microfinance Bank, Tanzania. The study was guided by three specific objectives, that included i) investigating the extent of service quality in National Microfinance Bank, Tanzania; ii) level of customer satisfaction in National Microfinance Bank , Tanzania and (iii) finding out whether service quality significantly affects the level of customer satisfaction in National Microfinance Bank , Tanzania. This research employed descriptive correlational design to describe the relationship between service quality and Customer satisfaction, the study used a total population of 203 and a sample size of 135 respondents, and the questionnaire and interview guide were used as the research instrument. Descriptive statistics used in this study included frequencies, means and PLCC on correlation of variables. Data analysis using means showed that extent of service quality was rated satisfactory on average (overall mean=2.94) and the level of customer satisfaction in National Microfinance Bank, Tanzania was found to be satisfactory and (mean=2.96). The extents of service quality and customer satisfaction are positive and significantly correlated. The researcher concluded that the National Microfinance Bank in Tanzania provide services which meet the customers’ needs and expectations, the perceived performance of National Microfinance Bank in Tanzania exceeds the customers’ expectations which make them satisfied. The researcher recommended that; the management of National Microfinance Bank, Tanzania to set up different branches for customers and this will help the customers to access the services any time, the management of National Microfinance Bank that the customers’ problems should be solved very fast by the staff and this will help in increasing customer satisfaction, the staff of National Microfinance Bank should communicate to customers in a caring manner and this will show that they matter a lot and should use a computer system efficiently and this will help to offer good services to customers.
Description: A thesis submitted to the College of Higher Degrees and Research in partial fulfillment of the requirements for the Award of Masters in Business Administration of Kampala International University
URI: http://hdl.handle.net/20.500.12306/10269
Appears in Collections:Master of Business Administration - Main and Ishaka Campus

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