An assessment on customers’ perception about commercial banks’ service quality attributes articulating customer satisfaction in Tanzania.
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Date
2018
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The main objective of study was to examine the effects of customer perception of service quality on the customer satisfaction of commercial banks in Tanzania. The specific objectives of the study were to establish the influence of customers’ perception of service reliability on the customer satisfaction of commercial banks in Tanzania, find out the influence of customers’ perception of service empathy on the customer satisfaction of commercial banks in Tanzania and to establish the influence of customers’ perception of service assurance on the customer satisfaction of commercial banks in Tanzania. Data were collected through questionnaires from 200 respondents obtained conveniently. Data collected were analysed through descriptive analysis as well as inferential analysis where regression analysis was done.The study found out that perception of customers on the service quality has influence on the customer satisfaction. The study has found service assurance has higher influence on the customer satisfaction compared to other attributes and responsiveness has weak influence on the satisfaction of customers. The study specifically has found that service reliability, responsiveness, tangibility as well as service assurance has positive relationship with the satisfaction of customers. However the study has found that service empathy is not positively related with the customer satisfaction.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5.T34K348)
Keywords
Banks and banking, Customer services, Customers satisfaction
Citation
Kajuna, A. (2018). An assessment on customers’ perception about commercial banks’ service quality attributes articulating customer satisfaction in Tanzania. Master dissertation, University of Dar es Salaam.