Banks of customer satisfaction survey in Tanzania: a case of NMB

The overall objective of this study was to investigate the service and customer satisfaction of banks in Tanzania. Specifically, the study intended to investigate whether varieties of services offered by banks lead to customer satisfaction, evaluate the time taken by these banks to respond to customers problems and evaluate the impact of information technology on customers satisfaction. Three main elements were formulated as specific objectives. First, assessment of factors which influence customer satisfaction with its variables which are availability of information when needed, understanding and customers` language, accuracy and relevance of information and reliability of information, second specific objective was to find out how information is disseminated in order to maintain the customer satisfaction. Lastly was to evaluate complaints are handled with its variables being fairness of results, time taken to solve a problem, process used to solve a problem and reason given for a problem and hence their retention. Furthermore, extensive field research was undertaken to obtain relevant data from a random sample of 57 customers of respondents from NMB by means of questionnaires and interviews, which were than analysed statistically. The overall findings indicate that there are great possibilities for improving service quality in commercial banks if the identified factors are taken into account during the whole process of service delivery. The study recommends that the management of commercial banks to allocate the sources to improve service quality accordingly to its relative importance revealed by the customers.