Repository :: Browsing by Author "Ndondi, Sarah Richard"

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The influence of customer centric approach on financial performance of Islamic banks in Tanzania
(University of Dar es Salaam, 2015) Ndondi, Sarah Richard
The main objective of the study was to examine the effect of Customer Centric on Financial performance of Islamic Banks in Tanzania. The conceptual framework was developed using three main customer centric approach components which are retail, guardian and convenience. The study sample covered a total of 71 employees from the four banks with Islamic Services and the collection of data was done through questionnaire. The data collected were analysed using both descriptive and influential statistics. In influential statistics multiple regression was applied. Based on multiple regression analysis, two components guardian and convenience were found to have significant influence on Islamic bank performance. On the other hand retail has no significant influence on performance. The major Implication drawn from this study was that, the policies should be designed in a way that they provide a clear room for guardian and convenience because they have input to the performance of the bank. The study recommends that, banks should develop the more rigorous customer care policies so as to facilitate the easy and over whole implementation of all the necessary attributes for customer centric in the banks.