Browsing by Author "James, Leonard"

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    Applicability of client centered business model for competitive sustainable commercial banking in Tanzania: a case of Azania, CRDB and NMB Banks in Dar es Salaam Region
    (University of Dar es Salaam, 2014) James, Leonard
    In the current invariably changing banking industry, traditional commercial banking is inappropriate. Customers’ expectations have changed quickly and commercial banks are service business therefore, depends on people reputation. Simultaneously, other financial and non-financial institutions (communication companies) are looking to invade the space. Thus, more client centric business model is inescapable for a commercial bank to compete and remain sustainably in commercial banking. The purpose of this study was to assess the extent to which commercial banks in Tanzania are applying the Client Centered Business Model (CCBM) basing on customer’s perception as it has been proved to be appropriate marketing strategy as a means towards achieving competitive sustainable banking. The study used three Tanzanian Commercial banks (Azania, CRDB and NMB) to generalize the findings. The study conveniently selected 131 customers from the three sampled commercial banks. Atleast 40 respondents from each selected bank were supplied with questionnaire, fully attended to and retrieved. Percentages, graphs and frequencies used to analyze the respondents’ demographics while multiple regressions were used to analyze the three specific study objectives. This was performed with the help of Statistical Package for Social Sciences (SPSS). It was revealed that, the CCBM has strong and positive influence on competitive sustainable commercial banking. Regarding the three specific study objectives; communication and training of customers, transparency of banks’ operations, reliability and accessibility of services, it was depicted 44%, 21% and 29% instead of 100%. This implies that commercial banks in Tanzania are applying the CCBM at minimal level. The study recommends that each commercial bank or all banks under Tanzania Bankers Association (TBA) should introduce Customers Services Committee (CSC). The study also recommends that management of commercial banks have to make clients relationship as core driver for bank operations by adopting client centered business model if they are to remain competitive in the current highly competitive commercial banking industry