Browsing by Author "Kiyenze, Mbombile"

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    Salient attributes affecting the quality of services in the Tanzanian banking industry: a case of CRDB bank plc
    (University of Dar es Salaam, 2015) Kiyenze, Mbombile
    This research report evaluated salient attributes affecting the quality of services in the Tanzanian banking industry by using a case study of CRDB bank. Specifically, the study determines the extent to which the tangibility of bank services contribute to service quality, the extent to which reliability of bank services contribute to service quality, the contribution of responsiveness of bank services to service quality, the extent to which assurance of bank services affect service quality as well as the extent to which empathy of bank services contribute to service quality. Questionnaires and documentation, as data collection methods, were mainly used to collect data. A self-completion questionnaire was developed from the SERVQUAL instrument and distributed to 150 customers found in various branches of CRDB in Dar es Salaam, Tanzania. Data was analysed statistically using the Software Package for Statistical Sciences (SPSS). SERVQUAL model was used to assess consumers’ expectations and perceptions regarding service quality in banking sector. It was found that there is a positive gap between expectations and perceptions on tangibility dimension, positive gap on reliability dimension but negative gap score on assurance, empathy and responsiveness dimensions. Generally, customers were less satisfied with the quality of services offered in the Tanzania banking sector except for the tangible facilities of banks and their reliable nature. It is thus recommended that banks in Tanzania need to improve the dimensions of their service quality as in tangibility, reliability, responsiveness, assurance and empathy to improve service quality.