An Assessment of the Components of Service Quality and Customer Satisfaction: A Case Study of National Microfinance Bank,Temeke Branch, Dar es Salaam,Tanzania

Makanza , Janeth (2015) An Assessment of the Components of Service Quality and Customer Satisfaction: A Case Study of National Microfinance Bank,Temeke Branch, Dar es Salaam,Tanzania. Masters thesis, The Open University Of Tanzania.

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Abstract

The purpose of this study was to assess the components of service quality and customer satisfaction at NMB Temeke branch in Tanzania. Quantitative methodology was used. A cross-sectional and descriptive research design was adopted where by a purposive sampling technique and simple random samplings were used as to obtain a sample of 148 respondents. The findings were analyzed and presented based on the research objectives. The findings of the study revealed that SERVQUAL dimension (tangibility, reliability, responsiveness, assurance and empathy) have effect on customer satisfaction. It has also been revealed that, Empathy and responsiveness have higher impact on overall customer satisfaction. Findings of the study reveal that bank services quality has direct positive relationship with customer satisfaction. The study recommends the need for NMB Temeke branch to remain reliable to their customers if indeed they need to remain competitive in the market by introducing back up services and make sure they work effective. It further recommends the need for banks to innovate new ways of enhancing the way they respond to customer needs and have systems that will build the confidence of the customers. Keywords:Service quality, Customer Satisfaction, Banking Industry, National Microfinance Bank (NMB) Temeke Branch.

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Leadership and Governance
Depositing User: Mr Habibu V. Kazimzuri
Date Deposited: 13 Jul 2016 10:17
Last Modified: 13 Jul 2016 10:17
URI: http://repository.out.ac.tz/id/eprint/1390

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