An investigation of customer perception on service quality in the banking industry in Tanzania: a case of Azania bank limited
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Date
2015
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Publisher
University of Dar es Salaam
Abstract
The main study objective was investigated customer perception on service quality. The currently, globalization era characterized by rapid change in business environment and increasing in competition amount firms, quality service and customer satisfaction are critical to corporate organizations. The study sought to identify extent to which dimensions of service quality such as tangibility, reliability, assurance responsiveness and empathy have impacts on customer satisfactions. The case study strategy was used to get necessary and required data. Questionnaires were used to collect data from different respondents, which were then analyzed through descriptive statistics with the help of SPSS. Findings from the study revealed that customers‟ perceptions vary according to nature of service and was uncovered that there were positive customers‟ perception on Azania Bank Limited. In comparison with service quality dimensions, tangibility scored the highest and assurance was rated lowest of all assessed service quality dimensions. The findings further showed that that reliability, responsiveness, empathy, assurance and tangibles have an effect on customer satisfaction in Azania Bank. The customers perceived existence of service quality dimensions in Azania Bank Limited. The study recommends that the bank should improve aspects of their service quality so as to make sure that customers would be satisfied from different service quality perspectives. Also the study recommends that the bank should conduct different training programmes to its agents in making sure that they will provide high services to satisfy their customers. The study also recommends that further research can be conducted on customer relationship management between banks and their customers.
Description
: Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAD HG1616.C87T34S25)
Keywords
Banks and banking, Azania Bank Limited, Customer services, Customer satisfaction, , Tanzania
Citation
Samson, A. (2015). An investigation of customer perception on service quality in the banking industry in Tanzania: a case of Azania bank limited