The Effect of Service Quality to Customer Satisfaction in Tanzania Banking Industry: The Case of Akiba Commercial Bank

Ulaya, Aaroni Y (2017) The Effect of Service Quality to Customer Satisfaction in Tanzania Banking Industry: The Case of Akiba Commercial Bank. Masters thesis, The Open University of Tanzania.

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Abstract

The aim of this dissertation is to gather more knowledge about the impact of service quality on customer satisfaction in Akiba Commercial Bank Ltd in Dar es Salaam region, based on Kinondoni (Tegeta branch) and Temeke (Tandika branch) Districts. Recently, the market of the services provided by the corporations is highly competitive compared to previous, and the customer expectation of such a service is growing. The organizations particularly banks should a emphasis more on the services that they provide to their customers in order to satisfy the customer so that they will achieve their goals. The foremost determination of this dissertation is to explore on Effect of Services Quality on Customer Satisfaction in Tanzania Banking industry. The study is qualitative research in nature. Structure questionnaire are used in the process of data collection from the respondent. The theoretical framework that has been used in this dissertation is SERVIQUAL model developed by Parasuraman (1998) with a five dimensions that measuring the quality of the services that offered by the entire bank. Software SPSS 16.0 version was used to analyze. Data assembled from the respondents. The findings of the study indicate that the customer of the Akiba Commercial Bank was satisfied with the services provided by the entire bank. But respondents ask for Akiba Commercial Bank to expand their services in to other places and not centered only in town.

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Accounting and Finance
Depositing User: Mr Habibu V. Kazimzuri
Date Deposited: 08 Oct 2018 06:02
Last Modified: 08 Oct 2018 06:02
URI: http://repository.out.ac.tz/id/eprint/2137

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