School of Business (SOB)

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Start date: 1850Subject: search.filters.subject.Customer satisfaction

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Now showing 1 - 10 of 14
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    Service quality delivery and its impact on customer satisfaction in the bank services in Tanzania: The case of Moshi Uchumi Commercial Bank
    (Mzumbe University, 2015) Shanghali, John Wifred
    Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. Purpose – The main purpose of this study theoretically is finding the interrelationships between service quality delivery its impact on customer satisfaction and to I identify the usefulness of approved service quality models, when applied to banking sector in Tanzania and empirically, describe how consumers perceive service quality and whether they are satisfied with services offered by these Uchumi Commercial Bank. Design/methodology/approach – A self-completion questionnaire was developed from the SERVQUAL instrument and distributed using a Simple random sampling technique to customer of Uchumi Commercial Bank to determine their perceptions of service quality in Commercial Bank. Findings – From the analysis carried out, it was found out that, the SERVQUAL model was a good instrument to measure Bank service quality delivery in Tanzania context. Therefore, Bank Managers can use this instrument to assess the bank service quality in Tanzania. Research implications–Theoretically, from the findings; it implies that the SERVQUAL model is the best tool to use measure service quality in Commercial Bank. The findings suggest that Commercial Bank need to improve all the dimensions of service quality from the gap analysis carried out. Moreover because all the dimension of service quality are attributes are positively correlated with customer satisfaction, Tanzania bank managers should emphasize all the service quality dimension in maintain and improving the service quality that they provide. This study contributes to the already existing studies examining service quality in Commercial Bank using the SERVQUAL model and also provides empirical results that could guide management dealing with bank activities to take corrective actions that lead to growth in the company.
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    Factors influencing customer satisfaction in bonded warehouse operations. a survey of bonded warehouses – Zanzibar.
    (Mzumbe University, 2013) Kassim, K.H
    Improvement of customer satisfaction level is one of the targets intended to be achieved by Tanzania Revenue Authority in bonded warehouse operations. TRA undertook various initiatives in order to attain the intended target. However, the study conducted by Tetralink Taylor & Associate Tanzania Ltd (2011) revealed that the level of customer satisfaction in bonded warehouse was only 27%, this is an indication that the level of customer satisfaction in bonded warehouse operations is lower and it need improvement. In view of that, the main objective of this study was to asses factors influencing customer satisfaction in bonded warehouse operations where a survey conducted in Zanzibar. Specifically, the study intended to determine the service standards/guidelines to be meet by employees in bonded warehouse operations, the extent of which employees in bonded warehouse adhere to the standards/guideline set, the quality of services offered by employees in bonded warehouse operations, the extent of which are customers satisfied with the quality of services offered in bonded warehouse operations, and drivers influencing customer satisfaction in bonded warehouse operations. The study has adopted descriptive research design; likewise, the study employed both qualitative and quantitative approaches whereby a cross sectional survey method was used. This was achieved through a self-administered questionnaire in obtaining information. Data was collected from sampled clearing and forwarding agents, bond operators, and TRA employees in bonded warehouse. The findings of the study revealed that the most important drivers of customer satisfaction in bonded warehouse operations in Zanzibar are service quality, employee’s behaviours, system network availability, efficient time release system, and customer care. In order to capitalize on the identified drivers/factors to improve customer satisfaction level, TRA-Zanzibar needs to address problem areas associated with the identified drivers/factors.
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    Service quality and customer satisfaction in transport service industry in Tanzania : A case of Dar express bus company
    (Mzumbe University, 2013) Mushi, Onael W.
    Road passenger transport is now recognized as one of the most important means of facilitating movement of people and parcels in the country. Moreover, people are now depending much on road transport due to the poor condition of other inland transport systems notably railways. The important role played by this mode of transport is due to its flexibility, accessibility and affordability to most of the Tanzanian citizens. Under the ERP and IRP reforms, there has been a dominant role played by the private sector in providing passenger road transport services in the country. This was a major shift from past practices whereby government parastatals provided these services. Improvements in road infrastructure, deregulation of tariffs, removal of restrictions in the importation of motor vehicles and the elimination of entry barriers have provided an incentive for private sector involvement in the transport market. However, this has increased the level of competition to transport operators and hence reduced earnings. But on the other side of the coin, there arise a challenge among them to seek and improve other dimensions pertaining quality of the transport service they are providing in order to win the customers. The general objective of the study was to assess the influence of service quality on customer satisfaction in transport service industry in Tanzania focusing on passengers’ transport, taking the Dar Express Bus Service as a case study and methods used in collecting required information for the study were questionnaires, interview and observation. The data were analyzed using descriptive, correlation and regression analyses The findings indicates that passengers are satisfied with the transport services provided with Dar Express Bus Company Limited; Responsiveness, assurance and tangibles dimensions proved to have significant effect on passenger satisfaction. In other words these three dimensions were found to be good predictors of customer satisfaction. The way company handling passengers’ problems including how they give personal attention to them, Visual appealing facilities and willingness to help passengers are the areas that need to be improved. Moreover, the user – friendly printed materials such as timetables, posters and brochures, electronic media such as company website and email should be established.
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    Effectiveness of customer care in influencing performance in financial institutions in Tanzania: A case of NMB PLC Wami branch Morogoro
    (Mzumbe University, 2014) Mduma, Esther M.
    This dissertation has assessed effectiveness of customer care in influencing performance in financial institution in Tanzania. The study was specifically focused on three areas (i) Identify ways used to provide care to customers (ii) Determine the effectiveness of the methods/strategies used to implement customer care to ensure banking performance. (iii) Identify challenge facing the implementation of customer service in banking industry. The study used both qualitative and quantitative approaches and it adopted a case study research design where data were collected mainly through interview from as sample of 57 informants. The study was about to assess. Where by the case study was at National Microfinance Bank ltd Wami branch Morogoro Tanzania which took place from January to June. The study findings has indicated that due to the current prevailing competitive business environment there has been significant effectiveness in customer care services in banking intuitions in Tanzania. The study has indicated different innovative measurable strategies adopted by NMB bank to improve its customer care services. These includes the use of customers first track cards, use of business centre, Customer support and Customization, use of trained customer care staff, prioritized integration of customers and automated business process, and the strategy to improve customer retention and loyalty: customer stays longer, buys and buys more often. to name a few. The findings strongly indicate that use of these strategies has prove more effectiveness on presences of customer complaints mechanics, accessibility of NMB bank customer complaints system, responsiveness of NMB bank customer complaints system, presence of trained customer care staff, feedback and resolution of customer complaints, and customer loyalty to the organization and image of the organization. Furthermore the strategies identified are clearly communicated to the staff since the strategy were found to be well understood by almost all staff in the departments. And this strongly reflected that the strategies have been explained to staff through seminars and the means for staff to gain access to the strategy document.
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    Factors influencing the provision of service quality in the public health sector: The case of Morogoro regional hospital
    (Mzumbe university, 2019) Shalin, Parvez Thaver
    This study was carried out at the Morogoro Referral Hospital, which is located in Morogoro municipal along old Dar es Salaam road in Morogoro Region. The intention of the study was to assess the factors influencing provision of service quality in the public health sectors in order to come up with remedial measures that will lead to better health care that meet customer's expectations and satisfaction. The specific objectives include; assessing the influence of employee knowledge on health service delivery, evaluating the use of modern technologies on health service delivery and to assess the availability of medical supplies. The target population of this study comprised of 186 employees in Morogoro Referral Hospital. A sample of 127 respondents was taken from a population as 68% of the total population. One hundred and twenty-seven (127) questionnaires were prepared and distributed to the respondent, however, only 93 questionnaires were dully filled and handed over to the researcher. Data from the questionnaire were recorded and entered into the computer using Statistical packages for social science (SPSS) version 20 for analysis. The findings reveal that the level of professional staffs in the organization is low and there is no good ratio between the modern equipment to patients in the organization. The organization experiences frequent shortages of drugs and medical supplies. The findings pointed out the main setbacks that face supply management in the organization such as; delay for Medical Store Department, communication problems between the staffs, delay time from order replacement, expired medicine in the shelves, lack of the required drugs, stock out, shortage of workers, lack of resources and supplies stock out from MSD respectively. There is a negative relationship between factors affecting service quality in hospital and the provision of service quality in Morogoro Hospital clearly indicating that low staff's knowledge, poor staff empowerment, ineffective quick services to customers and insufficient communication channels affect delivery of service quality in the hospital as they were statistically significant with a P-Value of 0.012, 0.035, 0.0421 and 0.044 at 95% confidence level.
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    An assessment on services quality in social security schemes in Tanzania: A case study of NSSF –Tanga regional office
    (Mzumbe University, 2015) Nguzo, Said K.
    The research intended to investigate the service quality in social security scheme in Tanzania, whereby the objective of this study is to identify factors that affect service quality in social security schemes, to evaluate factors with significant contribution to customer satisfaction in service organization as well as to determine ways for improving service quality in social security schemes. The evaluation was done to determine service quality in social security scheme in Tanzania at NSSF Tanga regional office whereby the respondents who were NSSF Members, NSSF pensioners and NSSF workers responded that good customer services offered as one among the factors contributing to service quality in social security scheme. The target population of the research also involved both male and female who are NSSF members, NSSF workers and NSSF pensioners. A sample size of 50 was drawn. Simple random sampling method was adopted in selecting a sample size because it is based on the subjective judgment of the researcher, rather than random selection Also, the main instrument which was used in collecting data was questionnaire method since it keep large amount of information and relatively easy to analyze during data analysis. Education towards importance of pensions funds, should be increased so as to improve service quality provided by NSSF due to the fact that the fund could improve the service quality to its customers Furthermore, consideration of views and amend Act and modernization of social security system should be modified as a way of improving service quality among pensions funds in the country.
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    Assessment of customers’ satisfaction from large buses services in urban public transportation: A case of Ubungo bus terminal
    (Mzumbe University, 2015) Bonaventura, Adam
    Among of the solutions for sustainable transportation especially in urban areas is through provision of public transportation with high services quality that satisfies and fulfils more wide range of different customers’ needs and expectations in order to keep and attract more passengers. Hence, in order for BRT operation to be part of solution with sustainability in terms of their operation and to ensure investment payback the concept of customer satisfaction for large buses customers must be studied. As for such reason this study was designed to assess customers’ satisfaction from large buses services in Urban Public Transportation with emphasis on; effects of service quality dimensions on customers’ satisfaction, to determine the operational performances in terms of buses departure frequency, degree of customers’ satisfaction and service attributes of buses that must be improved in future. This cross-sectional study used quantitative approach and included two hundred and thirteen respondents who were obtained through convenience technique who responded to on-board questionnaire survey; while stratified random sampling technique was used to obtain two large buses (Abood and BM) which were subjected to observation. Moreover, descriptive analysis was the statistical technique used in data analysis with aid of statistical package known as SPSS version 16.0. The study findings revealed that the satisfaction rate of passengers was high whereby, Abood passengers were more satisfied compared to BM passengers, in case of operational performances. Abood buses were departing on time with average time difference of 30.5 minutes between their buses compared to 38.5 minutes of BM. and Also the following attributes were recommended for improvement as they had least satisfaction to respondents; punctuality, ticketing and bus fair and trustworthiness among bus officials. Basing on the study findings, satisfaction had shown positive relationship with operational performances of large buses as Abood had more travelled buses compared to BM. Therefore, the study recommends the improvement of buses’ services quality dimensions for buses operators to realize progressive profit and attract more customers.
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    Assessment of customer’s perception and expectations of service quality in Tanzania’s commercial banks: The case of Azania bank
    (Mzumbe University, 2013) Mwandosya, Joyce E.
    The aim of the study was to assess the customers’ perception and satisfaction in Tanzania commercial banks. Data were collected through questionnaire, person interview and documentary methods. A total of 45 sample sizes were used among the customers. The researcher found out that, service businesses have been growing rapidly in recent decades, while customer demand for high quality service is increasing. This is certainly the case at the Azania Bank. To remain competitive, the banks need to analyze service quality towards customer satisfaction.From findings of the study, the researcher found out assurance, tangibles, empathy and responsiveness as the main effective possible factors that may influence service quality of towards customer satisfaction. Customers accept that there is a great relationship between service quality and customer satisfaction, they added that good quality services satisfy the customers in the bank industry. The findings in the field have revealed that assurance dimension was at the high level, followed by empathy and responsiveness which determine the highest customer satisfaction. Most customers expected staff to be trustworthy The study recommends that the employees at front desk are the key personnel who form the impression of the bank. Therefore, their appearance needs to be neat. They should strive to provide each customer a personalized touch. So that their commitment with their respective bank is lasting, the bank management should focus on the main factors that contributing towards customer satisfaction, for example in the bank industry, customer satisfaction of bank service quality was influenced by the two variables/dimensions namely tangibles, empathy and the bank management has to more interaction with the bank customers to understand their needs and expectation. With this practice, more customers was attracted and enjoyed with the service provided.
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    An examination of the relationship between service quality and customer satisfaction on mobile broadband provider: the case of zantel, Zanzibar.
    (Mzumbe University, 2013) Khamis, Amne Rashid
    It is certain that customers are important stakeholders in profit making organizations and their satisfaction is always a priority and concern to management. Service quality has been a topic of great interest to both researchers and organizations. Nowadays, service organizations, including mobile telecommunication companies, are obliged to provide more services in addition to their offers. Basically, the quality of service has become an important aspect of customer satisfaction; many researches prove that service quality is highly related to customer satisfaction. However, what has not been well known is relationship between customer satisfaction and service quality dimensions for internet service provider? Objective: The main objective of this study is to examine the relationship between service quality and customer satisfaction in mobile broadband providers with respect to the service quality dimensions. Methodology: Given the nature of this study survey method used to collect data. The population in this study was 326 individual customers who own Mobile Broadband from ZANTEL and 14 corporate customers. The researcher uses a convenience sampling technique to collect quantitative data from participant, ZANTEL Broadband users, to get their view on their satisfaction levels and meaning of service quality as per SERVQUAL model, from the population 50 individual customers were given questionnaire and 6 corporate customers were interviewed. A Social Package for social Science (SPSS) was used to analyse data and simple and multiple regression was used to test the hypotheses. Findings: The study was conducted to examine the relationship between service quality and customer satisfaction on mobile broadband users of ZANTEL Zanzibar. The finding of the study indicates that ZANTEL broadband customers were satisfied by all five service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and it is indicated that responsiveness is the most important factor to have a positive and significant effect on customer satisfaction.
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    The effects of customer expectations and perception towards service quality: A case of NMB University branch and Mlimani city branch
    (Mzumbe University, 2019) Somi Loveness
    Changes in the market in recent years have forced many businesses to focus on improving the quality of services in order to bring about customer satisfaction. This makes service quality be the central theme of many businesses s it ensures the attainment of customer expectations and positive perception of customers. This study aimed to assess the effect of customer expectation and perception towards service quality, using the case of NMB Bank in Dar es Salaam. The study-specific objectives included; to identify the role of empathy and assurance towards service quality, to assess how service tangibility and reliability affect service quality, to find out factor that influences customer expectation and perception on the service and to assess challenges that limits service provider to meet or exceed customer satisfaction. The study based on the case study design, held in two NMB branches, with a total sample size of 160 drawn through simple random and purposive sampling. Data collection techniques include questionnaires, observation, and interviews for primary data and document review for secondary data. Data were analyzed with multiple regression techniques and presented as well. From the finding, it was observed that most of the NMB customers tend to be satisfied with the existence of the tangibles, empathy, and responsiveness when receiving the service so the management should consider putting more emphasis on this so that to enhance the level of customer satisfaction. In conclusion, it has been revealed that NMB receives many customers due to the ability of the bank to meet the expectations of customers. Also, customers have a positive perception of the quality of services though there are still challenges that reduce the ability of the bank to meet the expectations of all its customers. Therefore, it is recommended that; the bank should work on improving their business from time to time because the banking industry is a competitive industry so customer reviews should be done from time to time so as to ensure the needs are well meet and customer expectation is met promptly and satisfied. Also, for further study in the banking industry other research should consider doing a paper on internet banking and using a bank service online as widely known as e-banking, it challenges impact, risks, and how they can satisfy customers