Browsing by Author "Msafiri, Goodhope"

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Customer services delivery in financial institutions: a case of CRDB Bank Public Limited Company
    (University of Dar es Salaam, 2008) Msafiri, Goodhope
    The aim of the research was to assess customer service which CRDB bank provides to customers with emphasis on factors considered by customers to go for that bank. Hypotheses were developed and tested through a sample of questionnaires in some of few CRDB branches in Dar es Salaam region. Data were analysed using qualitative and quantitative tools. Finding indicated that customer retention was the most important dimension in evaluating service delivery as an indicator of customer satisfaction. Also, it has found that information system is an important factor that influences effectiveness and efficiency of service delivery in any organization. Technology also was one of the factors that facilitate customers service functions, transaction and information seeking has changed the face of customer service. The finding indicated there is a need of retaining riyal customers by improving service quality because of strong competition and rapid changes in technology associated with customers: Hence the bank should strategize on how tackle these opportunities.