Service quality and customer satisfaction in national microfinance bank Dar-Es-Salaam Tanzania
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Date
2015-05
Authors
Journal Title
Journal ISSN
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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
Keywords
Customer satisfaction, National microfinance, Service quality, Dar-Es-Salaam