Assessing customers’ satisfaction in accessing housing loans from the people’s bank of Zanzibar

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University of Dar es Salaam
The study was conducted among customers and non-customers of the People’s Bank of Zanzibar (PBZ); and sought to determine whether banking marketing strategies has succeeded in increasing customer’s satisfaction. The general objective of this study was to assess customers’ satisfaction in accessing housing loans from the PBZ. More specifically, the study aimed at identifying the level of customer satisfaction with PBZ housing loans; assessing the relationship between re-payment period and customer satisfaction with PBZ housing loans and exploring the relationship between loan size and customer satisfaction with PBZ’s housing loans. A pre-designed questionnaire was administered in this cross-sectional study in a sample of 80 people. The data on responses of customers to satisfaction with bank marketing strategies to banking loans were collected. Preliminary information was revealed which showed characteristics of the respondents. The frequency distribution tables showed that customers were highly satisfied with banking marketing strategies. The chi-square test revealed little association between re-payment period and loan size with customer satisfaction. The findings conclude that, the PBZ has greatly contributed to the satisfaction of its loan services. However, the study shows that the customers are not impressed by the marketing strategies used by PBZ and that access to loans is yet to be influenced by repayment period and loan size. In a nutshell, the study recommends that the PBZ should improve its marketing strategies to meet the expectation of customers and should improve the conditions for loans repayment and loan size.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG2040.5.Z36M852)
Mortgage loans, Housing loans, Costomer satisfaction, Customer services, Zanzibar
Makame, M. S (2014) Assessing customers’ satisfaction in accessing housing loans from the people’s bank of Zanzibar, Master dissertation, University of Dar es Salaam. Dar es Salaam.