The assessment of customer satisfaction among alternative Banking channels in Dodoma city.

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dc.contributor.authorMalisa, Neema
dc.date.accessioned2021-02-11T16:26:44Z
dc.date.available2021-02-11T16:26:44Z
dc.date.issued2020
dc.descriptionDissertation (MA Business Administration)en_US
dc.description.abstractThis 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.en_US
dc.identifier.citationMalisa, N. (2020). The assessment of customer satisfaction among alternative Banking channels in Dodoma city (Master dissertation). The University of Dodoma, Dodoma.en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12661/2750
dc.language.isoenen_US
dc.publisherThe University of Dodomaen_US
dc.subjectCustomer satisfactionen_US
dc.subjectBanking channelsen_US
dc.subjectDodomaen_US
dc.subjectBanking servicesen_US
dc.subjectCRDBen_US
dc.subjectNMBen_US
dc.subjectTPBen_US
dc.subjectTraditional banking channelsen_US
dc.subjectAlternative banking channelsen_US
dc.subjectBanking technologyen_US
dc.subjectTechnologyen_US
dc.subjectTelebankingen_US
dc.subjectAutomated teller machineen_US
dc.subjectATMen_US
dc.subjectCore bankingen_US
dc.subjectInformation and Computer Technologiesen_US
dc.subjectICTen_US
dc.subjectNational Microfinance Banken_US
dc.subjectCooperative Rural Development Banken_US
dc.subjectOnline bankingen_US
dc.subjectAlternative Banking channelsen_US
dc.titleThe assessment of customer satisfaction among alternative Banking channels in Dodoma city.en_US
dc.typeDissertationen_US
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