School of Business (SOB)

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Subject: search.filters.subject.Customer service

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Now showing 1 - 4 of 4
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    Influnce of customer service management in performance of banking industry : The case of microfunace bank , Mororgoro Tnzania
    (Mzumbe University, 2014) Lyatuu, Emmanuel
    This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro - Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primary and secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such as introduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs of customers; ensuring that services were always of high quality without compromise and on time delivery of services. The findings showed that improvements undertaken by the bank to manage customer visits and to “decongest” its branches included:-investment in information technology infrastructure, opening up of new branches, establishment of branchless banking model that allows its customers to use any of its branches depending on convenience. Also introduction of an expansive ATM network, introduction of E-banking and adoption of mobile phone banking were done. It is recommended that the management of NMB Bank should consider frequent training of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested by mutual respect among all stakeholders, courtesy and proper dressing code. Bank businesses should also consider employing mechanisms of improving on efficiency through reduction of time spent to serve the customers.
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    Influence of customer service management in performance of banking industry : The case of microfinance bank , Mororgoro Tanzania
    (Mzumbe University, 2014) Lyatuu, Emmanuel D
    This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro - Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primary and secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such as introduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs of customers; ensuring that services were always of high quality without compromise and on time delivery of services. The findings showed that improvements undertaken by the bank to manage customer visits and to “decongest” its branches included:-investment in information technology infrastructure, opening up of new branches, establishment of branchless banking model that allows its customers to use any of its branches depending on convenience. Also introduction of an expansive ATM network, introduction of E-banking and adoption of mobile phone banking were done. It is recommended that the management of NMB Bank should consider frequent training of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested by mutual respect among all stakeholders, courtesy and proper dressing code. Bank businesses should also consider employing mechanisms of improving on efficiency through reduction of time spent to serve the customers
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    An assessment of the impact of integrated Logistics system of healthcare commodities on customer satisfaction in Tanzanian health system: A case of primary healthcare facilities in Ilemela Municipal Council, Mwanza Region
    (Mzumbe University, 2014) Eric, Shoo Ainea
    Logistics services performance quality is critical in any supply chain. Two service delivery elements are marketing customer service and physical distribution service; these elements are used to measure the logistics services performance because of their logistics activities (Mentzer et al 2001). The purpose of this study was to assess the impact of integrated logistics system (ILS) of healthcare commodities on customer satisfaction in Tanzania Health system; a case of primary healthcare facilities in Ilemela District, Mwanza region. This study was guided by five objectives: (i) to assess the level of customer satisfaction of current logistics management of healthcare commodities in Ilemela District, Mwanza Region, (ii) to assess the extent to which integrated logistics system meets customers‘ (Dispensaries & Health Centres) requirements in Ilemela District of Mwanza region, (iii) to identify challenges associated with running of integrated logistics system in Ilemela District of Mwanza Region, (iv) to determine how information technology within integrated Logistics system affect customer order accuracy and order efficiency, discrepancy and flexibility and (v) to identify areas for improvement of integrated logistics system within Medical Store Department (MSD). A descriptive research design which incorporated quantitative and qualitative approaches was adopted to investigate the research problem. A survey of 81 healthcare workers at healthcare facilities was carried out in Ilemela Municipal Council using selfadministered questionnaire. In addition interviews were used with selected healthcare workers. The data was analyzed using descriptive statistics whereby SPSS package version 17.0 was used to analyse data. The study revealed that customers (healthcare facilities) were unsatisfied with service performance of ILS within MSD on all its performance activities; ILS was noted to be also mostly inefficient in its distribution and delivery function to healthcare facilities. The study findings also showed that ILS was not meeting customers‘ requirement in the supply of medicines and medical supplies especially informing customers on new supplies and having full supply of needed medical commodities.
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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.