Mmbaga, Haika Edward Sabuni2019-07-112020-01-072019-07-112020-01-071989Mmbaga, H.E.S (1989) Customer services problems in the National Bank of Commerce: a case study of City Drive Branch in Dar es Salaam, Masters dissertation, University of Dar es Salaam. Available at (http://41.86.178.3/internetserver3.1.2/detail.aspx?parentpriref=)http://localhost:8080/xmlui/handle/123456789/2294Available in print formThis study attempted to examine the reason for poor services at City Drive Branch (as a case study) with the Savings Account Department, and try to suggest some remedial measures of improving these services. It is based on the data collected from City Drive Branch during working hours from 2nd January to 15th February, 1989. The study was prompted by the fact that no efforts so far and if any then very little have been exerted to find out the root causes for the poor services rendered by NBC branches, especially by the Savings Department. The main objectives of this study were to find ways of improving bank counter services by reducing customer delays. Good services will attract more deposits, thus there will be enough funds to carry out bank's lending and investment activities. In the course of our analysis both qualitative and quantitative methods of analyses have been used. The qualitative part includes a brief explanation on the nature of the service mechanism where various service delay problems were pointed out. With regards to the quantitative part, simple queueing characteristic from M/M/S model was used for the analysis of data. The result obtained support the existence of customer services problems at the said branch. On average, customers spend 31.32 minutes waiting for services contrary to the NBC proposed time of 15 minutes. The evidence shows that as the waiting time in various activities in the service mechanism increases, the more delayed the customer would be. Furthermore, the observation shows that problems are within the branch itself. Drastic remedial measures are therefore called for within the branch itself. The results obtained in this study have revealed that much as the bank has successfully managed to expand its services closer to the people the quality of its services leaves much to be desired. While NBC has been expanding its net-work almost throughout the country, customer services has been deteriorating in many branches. However, there is still ample room for the savings account department to improve its services. It is time now for NBC to aim more on the improvement of customer services than leaning on net-work expansion alone. Given that the mode of operation of counter services is more or less the same for all branches, our findings at City Drive Branch are implied to be representative. Therefore, in order to improve their services, it is recommended that:- (a) All daily assignments and refiling of customers cards should be done immediately after business hours; (b) Bank should introduce a queueing line system at the said department; (c) Bank should also be given mandate to offer its own incentive package (d) The department should use more durable customers cards rather than the existing ones which have a very high degree of tear and wear. (e) As a long term solution it is proposed that the Bank should introduce computers in Grade I and Grade II Branches.enBanks and bankingTanzaniaDar es SalaamThesis