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Investigation on the factors influencing customer satisfaction: A case of CRDB Mbeya region

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dc.contributor.author Hamis, Shaweji
dc.date.accessioned 2020-07-03T12:49:28Z
dc.date.available 2020-07-03T12:49:28Z
dc.date.issued 2018
dc.identifier.citation APA en_US
dc.identifier.uri http://hdl.handle.net/11192/3486
dc.description A Dissertation Submitted to Mzumbe University, Mbeya Campus College in Partial Fulfillment of the Requirements for the Award of Masters’ Degree in Business Management (MBA_CM) of Mzumbe University en_US
dc.description.abstract The study is assessing the factors influence in customer satisfaction Tanzanian banking industry a case of CRDB due to the environmental forces in term of planning, controlling, organizing, coordinating and staffing so as to increase efficiency for successful operation of business organization. The specific objective includes assess the influence of customer complaints management on customer satisfaction, determine the influence of communication on customer satisfaction and assessment of product and services have an influence on customer satisfaction. The studies adopt quantitative techniques in data collection. Questionnaire, observation and interview were used in data collection and sample size of 100 respondents was used in the study. Data were analyzed using SPSS software. The findings of the study reveal that, customer complaints management in order to reduce dissatisfaction they have operate 24/7 in order attempt problem immediately and also give the assurance of CRDB staff to help customer to use the product and services offered effectively since they have been providing all required information to their customer, also the finding reveal that among of the strategies to improve service quality and customer loyalty was to reduce the average time spend in service provider and also the strategy applied in managing customer queue. the study conclude that machine break down, long time sitting on the queue and protecting customers privacy and data, these are factors that hinder the convenience, security, and reliability to use CRDB services and get customer satisfaction. the study recommends that, immediately measure should be implemented by management of CRDB to solve the problem in order to make sure that CRDB services are more unique so as to meet expected need of the customers. en_US
dc.description.sponsorship Individual en_US
dc.language.iso en en_US
dc.publisher Mzumbe University en_US
dc.subject Customer Satisfaction en_US
dc.subject Customer Loyalty en_US
dc.subject CRDB-Mbeya Region en_US
dc.title Investigation on the factors influencing customer satisfaction: A case of CRDB Mbeya region en_US
dc.type Thesis en_US


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