Service quality and customers retention in Tanzania commercial banks: the case study of Dar es Salaam city

Simple item page
dc.contributor.authorElly, Mbinile
dc.date.accessioned2019-06-04T16:20:21Z
dc.date.accessioned2020-01-08T09:49:24Z
dc.date.available2019-06-04T16:20:21Z
dc.date.available2020-01-08T09:49:24Z
dc.date.issued2010
dc.descriptionAvailable in printen_US
dc.description.abstractDue to growing number of commercial banks operating in Tanzania, Polycarp (2008) found that dominance, in terms of market share, of banks has decreased from over 75 per cent over the past three years, to 70 per cent. Despite efforts made by commercial banks to retain customers, customers are still leaving their banks. The purpose of this study is to investigate service quality and retention of customers in Tanzania commercial banks. The study was carried out in the city of Dares Salaam on a convenience sample of 164 respondents through the distribution of questionnaires to bank customers followed by a personal interview with bank managers and later on all answers received were compiled for analysis. The Statistical Package for Social Sciences Version 16.0 (SPSS) was used to process and analyse data. Statistical tools such as Chi Square, ANOVA, and Kolmogorov-Smirnow Test, were used for the analysis. The research findings reveal that the overall service quality provided by the commercial banks have direct relationship with customer loyalty. Results of this analysis have also shown that the levels of customer’s loyalty in banks differ. It is concluded that, customer retention in commercial banks is influenced by service quality dimensions along with supplement of augmented services. Therefore, it is recommended that banks should emphasize more on the quality control and development and maintain long term relationship with their existing customers and organize regular training programmes on services quality.en_US
dc.identifier.citationElly, M.(2010) Service quality and customers retention in Tanzania commercial banks: the case study of Dar es Salaam city. Master dissertation, University of Dar es Salaam. Available at http://41.86.178.3/internetserver3.1.2/search.aspxen_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/4751
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectCustomer serviceen_US
dc.subjectCustomer retentionen_US
dc.subjectBanks and bankingen_US
dc.subjectCommercial banksen_US
dc.subjectTanzaniaen_US
dc.titleService quality and customers retention in Tanzania commercial banks: the case study of Dar es Salaam cityen_US
dc.typeThesisen_US
Files
Collections
Masters Dissertations