The relationship between customer satisfaction and performance of the bank: a case of Tanzania women’s bank, PLC

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Date
2014
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The aim of this study was to determine the relationship between customer satisfaction and performance of the bank. The study used a sample of 108 respondents to establish the sought relationship. Data were analyzed by SPSS mainly using frequencies and mean values. Findings show that, in that customers accorded provision of the service at the promised time and accuracy of services to be more important aspects influencing their satisfaction. However the bank does not perform well when it comes to informing its customers about the service to be performed at an exact time. Additionally, meeting customers’ expectations and overall services quality offered by the bank were ranked high as service quality aspects that articulate customer satisfaction. The bank was ranked lowest, on inadequacy of bank parking facilities, lack of understanding of customer specific needs by employees of TWB, employees’ skills and knowledge to perform the service as well as willingness of employees in the bank to help customers. The study concludes and recommends that, the bank should make efforts to improve the quality of products and services through employees’ education and provision of better services across products and services.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG1616.C87T34M3256)
Keywords
Banks and banking, Customer services, Customer satisfaction, Women's Bank (Tanzania), Tanzania
Citation
Mbogo, .E. (2014) The relationship between customer satisfaction and performance of the bank: a case of Tanzania women’s bank, PLC, Master Dissertations, University of Dar es Salaam, Dar es Salaam