Browsing by Author "Omollo, Emmanuel John"

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    Assessment of factors influencing bank customer satisfaction in Tanzania: a case of Letshego Bank.
    (University of Dar es Salaam, 2018) Omollo, Emmanuel John
    Target market satisfaction and quality service has been one among great strategy and concern for banking industry in Tanzania. The study were about to determine the influencing factors for Bank customer satisfaction in Tanzania .This study adopted descriptive research design whereby a sample of 126 respondents from three Letshego bank branches in Dar es Salaam region was used. Questionnaires were administered to the customers in those branches. The research questions intended to examine the extent to which contact personnel and bank environment could lead to customer satisfaction. Data analyzed by Statistical Package for Social Services (SPSS) programme (22.0IBM) under linear Regression analysis. The study found that customer satisfaction had positive significance relationship with contact personnel and the bank’s physical environment. Moreover, Regression analysis confirmed the significant relationship between bank environment, contact personnel and customer satisfaction, such that R value was 0.774 and 0. 802 respectively. The study recommends that banks in Tanzania should conduct regular research on customers’ needs and wants in order to find out how to effectively satisfy them. Banks are also advised to make sure their environments are always clean and attractive in order to satisfy customers who are at high risk to be retained.