Assessment of customer satisfaction on complaints handling in banks: A case study Barclays Bank Tanzania

Ndulilo, Lupakisyo W. (2014) Assessment of customer satisfaction on complaints handling in banks: A case study Barclays Bank Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The objective of this study was to assess customer satisfaction on complaints handling in banks. The sampling approach in this study was simple random sampling method and the populations were BBT customers who use the banking services as receiver and BBT staff who were selected purposely as service providers. Data were collected using questionnaires which were designed specifically for employees and customers. The study results revealed that, there are challenges that face management of the bank in complaint handling as about 45 percent of the customer responded that the service level in complaint handling is average, it is also revealed that time taken to handle complaint is not satisfactory about 44 percent opined that they are uncertain with the time taken to handle complaints. It also revealed that staffs receive training on customer service only once per month. This study recommends that, Bank Management should improve employee’s incentives policies regarding training programs, particularly on customer service training from time to time and not only at the time when the employees join the organization. Bank Management should conduct more training on customer service at least twice per month also the management should improve complaint handling procedures.

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