ABSTRACT
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.
Mishwaro, C (2021). An Assessment Of Customer Satisfaction With Banking Services: The Case Of Crdb Bank Dodoma Branch. Afribary. Retrieved from https://tracking.afribary.com/works/an-assessment-of-customer-satisfaction-with-banking-services-the-case-of-crdb-bank-dodoma-branch
Mishwaro, Chabu "An Assessment Of Customer Satisfaction With Banking Services: The Case Of Crdb Bank Dodoma Branch" Afribary. Afribary, 26 Apr. 2021, https://tracking.afribary.com/works/an-assessment-of-customer-satisfaction-with-banking-services-the-case-of-crdb-bank-dodoma-branch. Accessed 17 Nov. 2024.
Mishwaro, Chabu . "An Assessment Of Customer Satisfaction With Banking Services: The Case Of Crdb Bank Dodoma Branch". Afribary, Afribary, 26 Apr. 2021. Web. 17 Nov. 2024. < https://tracking.afribary.com/works/an-assessment-of-customer-satisfaction-with-banking-services-the-case-of-crdb-bank-dodoma-branch >.
Mishwaro, Chabu . "An Assessment Of Customer Satisfaction With Banking Services: The Case Of Crdb Bank Dodoma Branch" Afribary (2021). Accessed November 17, 2024. https://tracking.afribary.com/works/an-assessment-of-customer-satisfaction-with-banking-services-the-case-of-crdb-bank-dodoma-branch