School of Business (SOB)

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Author: search.filters.author.Kihombo, Dafrosa BSubject: search.filters.subject.Customer service

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    The effects of customer service on organizational performance: A case of KBC Morogoro municipality
    (Mzumbe University, 2015) Kihombo, Dafrosa B
    Customers today are highly informed and more demanding. Service quality, service speed and responsiveness to customers‘ needs and wants have become important for firms to succeed. This calls for the improvement of sales and employee growth that can enhance organizational growth status. Despite all these initiatives, customer services in most of the commercial banks have not improved to expected levels particularly in KCB Bank Morogoro branch. The general objective of this study is to assess the effects of customer service on organisational performance with reference to KCB Bank, Morogoro branch. Case study research design was utilized in the methodology. A sample size of 60 respondents including employees and customers was used in the study. Data collected were analysed and processed through descriptive analysis. The findings show that respondents argued that customer service provision has contributed to the reduction of public relations costs from the fact that the organisation introduced customer complaint register (written complaints) that is used by customers to table the complaint whenever services provided become dubious. Likewise, respondents reported the available mechanisms and strategies used by KCB Bank that included establishing and enhancing control mechanisms, and provision of information to esteemed customers for the purpose of enhancing performance while attracting more customers. Furthermore, the majority of respondents agreed that the extent to which customer service mechanisms and strategies implementation at KCB Bank can be termed as very good. This has been so from the fact that many of the employees perceived the strategies as a tool to raise their customers‘ satisfaction and organisational performance. It is concluded that employees trained for enhancing customer services need to utilize well their knowledge and skills to attain work performance something that is interpreted by those provided with the services as very good, but requiring some improvements because of some reasons to fulfill their obligations for the enhancement of services.