The role of selected factors on buyer’s perception of quality services and products in the banking sector The Case Study of Crdb, Nmb and Nbc Bank in Dar es salaam
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Date
2013
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Publisher
University of Dar es Salaam
Abstract
Customer’s perceptions on quality products and quality of service they receive from their service providers is usually evaluated by using different criteria which differ in terms of their importance, some being more important than others. The aim of this study was to assess the role of selected factors on buyer’s perception of quality service and products in the banking sector, the case being CRDB, NBC and NMB banks. The study adopted descriptive qualitative research methods based on service and products quality dimensions. Data collection was done by using structured questionnaires and collected data were analyzed by using descriptive analysis method. The findings were interpreted into frequencies and percentage and were presented into simple tables and figures. Furthermore, mean perception was analyzed by using one sample T-test analysis. The findings of the study reveals that customers has positive perception towards quality of services they were provided by the service provider while the overall products quality dimensions indicated that products offered by CRDB, NBC and NMB banks were convenient and customers were able to get or used bank's product mix in different kind of banking services provided.Thisimplies that these banks have a diversity of products mix which differentiate customers into segments. From the findings of the study, the study has recommended a number of issues so that banks offer quality service and products hence attract customers.
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Available in print copy
Keywords
Banks and banking, Customer services, Dar es Salaam, Tanzania
Citation
Mgude, Z.M.(2013). The role of selected factors on buyer’s perception of quality services and products in the banking sector The Case Study of Crdb, Nmb and Nbc Bank in Dar es salaam. Master dissertation, university of Dar es Salaam. Available at (http://41.86.178.3/internetserver3.1.2/search.aspx?formtype=advanced)