Browsing by Author "Tarimo, Lilian"

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    Assesment of the impact of service quality on customer satisfaction and loyality in banking Sector in Tanzania: Case of Diamond trust bank (Ltd) Tanga
    (Mzumbe University, 2015) Tarimo, Lilian
    This study was set out to asses‟ impact of service of service quality on customer satisfaction bank sector of Tanzania in DTB bank. The objectives of the study were to establish to examine the level of customer satisfaction, to examine the factor which may affect the quality of service a, to evaluate the impact of service quality on customer loyalty and to recommend ways that can be done to improve service quality. The researcher used closed and open-ended self administered questionnaires, as a method of collecting data which was helpful in the study. In order to collect as much data as possible as case study research design based on results from the questionnaires was used by the researcher to analyze data using mainly frequency tables and percentage. The study was done on 50 respondents from the DTB Tanga branch; they were selected using the convenience sampling. The findings of the study revealed that DTB bank applies most of the attributes of service quality whereas some of the attributes have got weaknesses in them which need to be addressed as a matter of fact. Some of the weaknesses are cost of opening and operating account is high, competence of workers, lack of tangible facilities and equipments. The level of customer satisfaction in DTB bank is moderate according to results since the greatest numbers of customer‟s expectation are met. Also the results show that there are also moderate customers who are loyal to the bank. Basing on the study findings, it is recommended that emphasis should be put on service quality without neglecting the other factors that may affect customer satisfaction in DTB bank. This can be done by improving on quality, studying customer needs, managerial planning and many more.