Customers’ Service Satisfaction at Uchumi Commercial Bank in Moshi Municipality, Tanzania

Mbuya , Lilian (2014) Customers’ Service Satisfaction at Uchumi Commercial Bank in Moshi Municipality, Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The study centered on understanding customers’ service satisfaction at Uchumi Commercial Bank in Moshi Municipality. Specifically, the study identified the groups of services provided by the bank, factors influencing customers’ satisfaction and measuring customers’ satisfaction levels. A case study research design was deployed where data were collected by using interviews and questionnaire to a sample of 55 respondents obtained conveniently. The study revealed that customer satisfaction in Uchumi Commercial Bank is at satisfactory level as affirmed by test results in one sample T-test, independent sample T-test and One Way ANOVA. Factors revealed to influence customer satisfaction levels significantly include; timeliness (ability to deliver service timely), reliability (performance of service facilities, goods, and staff), staff competence (skills, expertise and professionalism with which the service is executed), Staff attitude (politeness and friendliness), look and feel (appearance, comfort of environment, facilities and staff). Likewise, the test results show that there is no significant difference between perception of different groups in terms of customer satisfaction level as determined by one way ANOVA test results and post-hoc analysis. Based on these findings it is recommended that, there is a need to increase coverage area, improving reliability and use of modern technology to improve service delivery and maintain customer satisfaction level.

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