Banking sector reforms in Tanzania and their impact on the quality of customer service in commercial banks: the case of CRDB Bank Plc, Azikiwe Branch, Dar es Salaam

The main objective of this study was to examine whether bank reforms in Tanzania have had any impact on the quality of customer service offered. To achieve the objectives, the Azikiwe branch of CRDB was chosen as the case. Questionnaires, interview, observation and documentary sources were employed as methods of data collection. The study results show that banking sector reforms have contributed to improvement in the quality of customer services through provision of more reliable bank services, faster bank services, better customer care and more appealing physical facilities, among others. Improvement in the quality of customer services was due to increased adoption of and use of technology, inflow of foreign capital, change in the nature of bank ownership, and employment of qualified personnel. The findings also reveal a number of customer related problems like frequent failure of ATMs systems, inadequate branch network, and high service charges. Some of the challenges to the provision of quality customer services include non-use of technology for customer service management, and network overload. The main recommendations given for improving customer service include adopting modern technology, overcoming network overload, expanding countrywide coverage and effective staff recruitment.