Service and customer satisfaction in local and foreign commercial banks: a comparative study

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dc.contributor.authorShirima, Neema
dc.date.accessioned2019-12-11T08:43:43Z
dc.date.accessioned2020-01-08T09:53:59Z
dc.date.available2019-12-11T08:43:43Z
dc.date.available2020-01-08T09:53:59Z
dc.date.issued2007
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.5.T34S5)en_US
dc.description.abstractThe overall objective of this study was to investigate the service and customer satisfaction in local and foreign commercial banks in Tanzania. Specifically, the study intended to investigate whether varieties of services offered by a bank lead to customers’ satisfaction; evaluate the time taken between local and foreign bank to respond to customers’ problems and evaluate the impact of information technology on customer’s satisfaction. The results from the analysis of both customers and bank officials’ questionnaires revealed that information technology and varieties of services offered by the banks are among of the most important influential factors that lead to customers’ satisfaction in Tanzania. However, it was revealed that the foreign banks use advanced technologies, hence providing varieties of services than local banks. Also it was pointed out that foreign banks respond quickly to customers’ queries than local banks do as it was pointed out by a large proportion of the respondents from both foreign and local banks. It was pointed out that foreign banks offer good services and provide solutions’ to customers’ customers were satisfied with services offered by the foreign banks compared to local banks’ customers. Governmental organizations and NGOs, and forums for exchange of experiences among banks were some of the suggestions given in this study that will not only lead to customers’ satisfaction, but also to the good performance and growth of the banking sector in Tanzania.en_US
dc.identifier.citationShirima, N.(2007) Service and customer satisfaction in local and foreign commercial banks: a comparative study.Master dissertation, University of Dar es Salaam, Dar es Salaam.en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/5695
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectCustomer serviceen_US
dc.subjectBanksen_US
dc.subjectLocal commercial banksen_US
dc.subjectForeign commercial banksen_US
dc.subjectTanzaniaen_US
dc.titleService and customer satisfaction in local and foreign commercial banks: a comparative studyen_US
dc.typeThesisen_US

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