Browsing by Author "Mishwaro, Chabu Elius"

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    An assessment of customer satisfaction with banking services: the case of CRDB bank Dodoma branch
    (The University of Dodoma, 2013) Mishwaro, Chabu Elius
    This research aimed at assessing customer satisfaction with banking services using Dodoma CRDB Bank branch as a case study. Specifically, the study examined the implementation of customer satisfaction measures, factors that determine satisfaction with services provided by banks and challenges facing the Dodoma CRDB Bank branch. The study used a cross sectional design in a case study that aimed to get in depth data and study the satisfaction once irrespectively. This study used random sample of 61 respondents who were the customers. Data on satisfaction were collected by survey method through the use of a structured questionnaire. In addition, a checklist was used to collect secondary data related to service delivery through documentary review. The analysis of data was done through the use of SPSS-15. The study findings show that the Dodoma CRDB Bank branch did implement customer satisfaction measures and customers on the whole did express satisfaction with the services provided by the Dodoma branch because bank staffs were empathetic and professional in serving their customers. The study also found that the major bank branch challenge is that ATMs are not functioning well. In addition, the study has found that, the customers were not comfortable with the way the loans were issued as well as the interest rates that were charged on loans and paid on savings accounts. The study recommends that the bank should improve the ATM operations by increasing the network availability, it should open more branches especially in the rural areas of the municipality and it should review the interest rates charged on loans and those paid on accounts to cope with the demand of customers.