The assessment of customer satisfaction among alternative Banking channels in Dodoma city.
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Date
2020
Authors
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Journal ISSN
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Publisher
The University of Dodoma
Abstract
This study presents the assessment of customer satisfaction among alternative banking channels in Dodoma City.
Specifically, the study examines, the status of customer satisfaction among alternative banking channels, the comparison of customer satisfaction among alternative banking channel, the association between demographic factors and customer satisfaction among alternative banking channels. The study adopted a cross sectional design, mixed approach was employed in collecting data. Quantitative data was collected from 304 respondents who access banking services from CRDB, NMB, and TPB. The data were collected from customers through questionnaire. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as ANOVA were used.
The study observed that respondents from all selected banks agreed that, they are somewhat satisfied from using alternative banking channels. Additionally, it was found out that customers prefer using traditional banking channels more than other alternative banking channels.
Moreover, it was found out that, there is a significance difference on customer satisfaction among alternative banking channels. Furthermore, the findings indicate that there is the association between demographic factors and customer satisfaction in the use alternative banking channels.
It is recommended that, more investment should be made in making sure that challenges associated with alternative banking technology are minimized, and guidance should be provided to customers on the benefits of ABCs, and on how to use ABCs. If this is done, it will improve the approval of various ABCs and their aspects in the use and its application. The approval of the ABCs is the source of more application and diversity towards management of various bank functions.
Description
Dissertation (MA Business Administration)
Keywords
Customer satisfaction, Banking channels, Dodoma, Banking services, CRDB, NMB, TPB, Traditional banking channels, Alternative banking channels, Banking technology, Technology, Telebanking, Automated teller machine, ATM, Core banking, Information and Computer Technologies, ICT, National Microfinance Bank, Cooperative Rural Development Bank, Online banking, Alternative Banking channels
Citation
Malisa, N. (2020). The assessment of customer satisfaction among alternative Banking channels in Dodoma city (Master dissertation). The University of Dodoma, Dodoma.