The influence of selected factors on customer satisfaction: the case of corporate banking in Tanzania

The objective of this study was to examine the influence of product characteristics, logistical support and information quality on satisfaction in the corporate banking in Tanzania with specific reference to Dar es salaam. Three research questions and hypotheses were operationalized in this study namely; the value of the product characteristics provided to corporate clients, is negatively related to the perceived customer satisfaction, and the reliability of information to corporate clients is negatively related to satisfaction. A descriptive research design was employed to address the above objectives collecting data from a sample of 65 respondents through the use semi-structured questionnaire. Hypotheses raised in the study were tested by using non-parametric tests, particularly chi squire tests. The study found out that the value of the product characteristics provided to corporate clients is positively related to satisfaction. Besides that, it has been found out that, the better the logistical support provided to corporate clients the higher the perceived to clients which seem not be of significance in the satisfaction of the clients. It was further found out that, the more reliable the information offered to corporate clients, the higher the levels of customer satisfaction. Further research is needed in this area of corporate banking to leverage the findings and provide better and more in-depth implications for both theory and practice.