Service quality delivery and its impact on customer satisfaction in the bank services in Tanzania: The case of Moshi Uchumi Commercial Bank

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dc.contributor.authorShanghali, John Wifred
dc.date.accessioned2025-01-02T07:48:24Z
dc.date.available2025-01-02T07:48:24Z
dc.date.issued2015
dc.descriptionA dissertation submitted in fulfillment of the requirements for the award of the degree of Master of Business Administration (MBA-CM) of Mzumbe University
dc.description.abstractService 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.
dc.description.sponsorshipPrivate
dc.identifier.citationAPA
dc.identifier.urihttps://scholar.mzumbe.ac.tz/handle/123456789/1862
dc.language.isoen
dc.publisherMzumbe University
dc.subjectBank services - Tanzania
dc.subjectService quality delivery
dc.subjectCustomer satisfaction
dc.titleService quality delivery and its impact on customer satisfaction in the bank services in Tanzania: The case of Moshi Uchumi Commercial Bank
dc.typeThesis
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