investigation of customers perception of service quality in financial institution a case of CRDB bank customers in Dar es salaam region

Mwakihaba , Raymond david (2014) investigation of customers perception of service quality in financial institution a case of CRDB bank customers in Dar es salaam region. Masters thesis, The Open University of Tanzania.

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Abstract

The main objective of this study was on investigation of the perception of customer towards service quality in financial institution. More specifically the study intended to investigate the factors which facilitate good perception to the customer, to assess if CRDB employees provide quality service effectively and accurately, to find out whether customers have good perception with CRDB empathy and to analyze if tangibility facilitates CRDB employees to provide quality service to its customer. Methodological was used in order to supplement information on the investigation of customer perception. Data were analyzed by using qualitatively method across the study of customer perception .The sampling of the study included CRDB staff and customers and data collections were designed by using questionnaire which distributed to CRDB staff and their customers. The major finding from this study is that Customers spend for long time in the queue inside the bank even there is different effort implemented by the management. Also the study reveal that more branches must be opened especially the ruler areas where there are different groups like farmer who need financial assistance. Lastly it was found that to build infrastructure which can give priority to a special group in our society like dis able people are very important. The study recommend that research must be conducted in order to identify needs and wants of the customer.

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