Contribution of Employee Motivation in Providing Quality Customer Service in the Banking Sector, A case of Akiba Commercial Bank

Lyimo, Rose Godwin (2015) Contribution of Employee Motivation in Providing Quality Customer Service in the Banking Sector, A case of Akiba Commercial Bank. Masters thesis, The Open University Of Tanzania.

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Abstract

This study explores the contribution of employee motivation in providing quality customer service in Tanzania banking sector; a case of Akiba Commercial Bank PLC. Specifically to identify types and the level of employees’ motivation that enhancing the provision of Quality customer service in ACB, to investigate the factors that motivate employees to provide quality customer service, to assess demotivating factors that leading to poor customer service delivery in ACB. A sample size of 90 respondents was used. Questionnaires, interviews and other secondary sources were used to collect data. Quantitative approach was used and both non- probability and probability sampling administered among employees and customers of ACB in order to ensure maximum representation of all levels of employees from different departments. In this light the study sets to identify the most ranked factors leading to employee motivation and finally the demotivational factors inhibiting employee motivation and measures to remedy the situation. The customer service of the ACB employees is likely to increase the number of customers who buy the bank services. Bank clients revealed that they are getting good customer service from the bank employees and they are comfortable with bank services. Hence they hope to bring their relatives and friends to the bank to enjoy different services. The study recommend that the management of ACB should make sure that customers and employees are satisfied so as to build a sense of loyalty to the organization. Having been loyal and satisfied, the employees can create a state of assurance of having satisfied customers as a result of good quality customer service. Management should also make sure that it improves working environments and working machines equipment s. Staff should be motivated so as to improve service quality, staffs loan should be of long term compared to now where the longest staff loan term is 5years.The management should think of extending loan term to 20 years.

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