An Assessment Of Customer Satisfaction With Banking Services: The Case Of Crdb Bank Dodoma Branch

ABSTRACT

This research aimed at assessing customer satisfaction with banking services using

Dodoma CRDB Bank branch as a case study. Specifically, the study examined the

implementation of customer satisfaction measures, factors that determine satisfaction

with services provided by banks and challenges facing the Dodoma CRDB Bank

branch.

The study used a cross sectional design in a case study that aimed to get in depth

data and study the satisfaction once irrespectively. This study used random sample of

61 respondents who were the customers. Data on satisfaction were collected by

survey method through the use of a structured questionnaire. In addition, a checklist

was used to collect secondary data related to service delivery through documentary

review. The analysis of data was done through the use of SPSS-15.

The study findings show that the Dodoma CRDB Bank branch did implement

customer satisfaction measures and customers on the whole did express satisfaction

with the services provided by the Dodoma branch because bank staffs were

empathetic and professional in serving their customers. The study also found that the

major bank branch challenge is that ATMs are not functioning well. In addition, the

study has found that, the customers were not comfortable with the way the loans

were issued as well as the interest rates that were charged on loans and paid on

savings accounts.

The study recommends that the bank should improve the ATM operations by

increasing the network availability, it should open more branches especially in the

rural areas of the municipality and it should review the interest rates charged on

loans and those paid on accounts to cope with the demand of customers.