The Impact of Service Quality on Customer Satisfaction in Banking Industry : A Case Study of CRDB Bank in Njombe and Iringa Regions

Nogath, M.C. (2014) The Impact of Service Quality on Customer Satisfaction in Banking Industry : A Case Study of CRDB Bank in Njombe and Iringa Regions. 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 CRDB Bank Ltd in Njombe and Iringa. Nowadays the market of the services providing firms is highly competitive and the expectation of the customer is increasing. The firms are required to focus more on the services they provide to satisfy the customer in order to achieve the goal of an organization. The main purpose of this dissertation is to investigate on effect of services quality on customer satisfaction. The study is qualitative research in nature. Structure and unstructured questionnaire are used in order to collect the data. The theoretical framework used in this paper is SERVIQUAL model developed by Parasuraman (1998). The findings of the study indicate that the customer of the CRDB Bank Ltd was satisfied with the services provided. But respondents ask for CRDB Bank to expand to more places in Southern parts of Tanzania because of the high satisfaction of their service. It shows that the better services providing company can get advantage of market share from Industry are belonging. The service quality model can help the banking sector of Tanzania to build a strong market and the service provider can get advantage from providing better services.

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