Members satisfaction factors and services provided by saving and credit co-operative society in Dar es Salaam, Tanzania

Saving and credit co-operation and microfinance in Tanzania began effectively in 1995 and has contributed to grow with the increased success of microfinance internationally. SACCOs was officially recognized as a tool of for poverty eradication and with its increased use exposure to the country.The purpose for this study is to examine the Member Satisfaction Factors and Services Provided by Savings and Credit Co-orperative Society (SACCOs) in Dar es Salaam, Tanzania.The researcher used a stratified sampling method in obtaining a sample which comprises of 120 SACCOs members. The data obtained was analyzed through quantitative method of descriptive statistics and the use of a multiple linear regression. This study carefully examine the services offered by SACCOs and mainly being found as loans and deposit taking. Further findings explain that 78% are dissatisfied with the loan services offered by SACCOs and the reasons being; high cost of borrowing (interest rates), sufficiency of the amount borrowed and loan conditions. As far as deposit taking is concerned the findings revealled that only 44% of members had deposited their savings with SACCOs and the reasons behind this figure being; SACCOs lack varieties of deposit accounts also being illiquidity in comparison with banks was questioned by the respondents. As far as the internal operational factors are concerned the findings revelled that there are operational factors negatively impacting members being; untimely availability of loans with 83% dissatisfied; ease of obtaining loan 71% are being unsatisfied. Conversely, the study findings revealed that there are some internal operational factors which are impacting members positively. These factors are; efficiency of handling problems with 84% account for being very satisfied and satisfied, customer relationship with a total of 87% account for being very satisfied and satisfied, documentation made members very satisfied and satisfied to account for 81%. By the use of a multiple linear regression the findings show that services provided by SACCOs and the internal operational factors contributes in explaining the variation in customer satisfaction by 67.7%. This study has a managerial implications to the managers of SACCOs in terms of having the right people, right technology and the right product which surely would improve members’ satisfaction