Browsing by Author "Mwakigomba, Salome Epimack"

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    The analysis of factors affecting customer satisfaction in financial institution: the case of Akiba commercial bank
    (University of Dar es Salaam, 2012) Mwakigomba, Salome Epimack
    This study aimed at examining the impact of reliability, bureaucracy, tangibility, and professionalism on customer satisfaction. The above four factors if achieved, will lead to the service quality and later customer satisfaction. About 92% of the current users of banking services who were given the questionnaires participated in this study. The objectives of study were; to evaluate the extent of which reliability of bank services lead to customer satisfaction, to evaluate the extent at which the bureaucracy affect customer satisfaction, to evaluate the extent at which Tangibility of environment affect customer satisfaction and to evaluate the extent at which professionalism of staff affect customer satisfaction. Regression analysis was conducted to test the relationship between service quality and levels of customer satisfaction. Results indicated that reliability significantly and positively influenced customer attitudes in terms of satisfaction and loyalty. In addition, t-test results showed that there was insignificant relationship between the perceived customer satisfaction and tangibility, bureaucracy and professionalism attributes of the service quality dimensions. However, in today‟s competitive business world customers are considered to be kings. Customers have many choices to make among alternative products, and they do influence the market with respect to product size, quality and price. Hence, it is important for service providers and producers to meet the needs of customers in order to stay competitive. Banks have to improve their services in terms of reliability, bureaucracy, tangibility for convenience, and exert more efforts into waving professionalism in what the entire bank offer as product in the market.