The purpose of this study was to assess the service quality of bank agents on satisfaction. The specific objectives of the study were to assess the influence of reliability
of bank agents on customer satisfaction, to assess the influence of responsiveness of
bank agents on customer satisfaction, to assess the influence of assurance of bank agents
on customer satisfaction, to assess the influence of empathy of bank agents on customer
satisfaction and finally to assess the influence of tangibility of bank agents on customer
satisfaction. The study, based on a case study design, used a non-probability sampling
method to select one hundred and seventy (170) respondents from a total population of
3,734, selected by convenience sampling using only Mzumbe University students.
In this study, a questionnaire was used for data collection. The data was presented in
figures and tables for easy interpretation. The data collected was analyzed by descriptive
analysis using SPSS and Microsoft Excel. The data obtained revealed that majority of
the bank's customers were satisfied with the quality of services provided by the bank's
agents when they receive services. Factors such as the professionalism, reliability,
attentiveness, communication skills, intellectual impression and responsiveness to
customer satisfaction of the bank agents contribute to this. This study is beneficial for
both banks and customers as it illustrates the key elements of service quality that are
important for service delivery and building good service.
Mkude, J. (2022). Assessment of Service Quality of Bank Agents on Customer Satisfaction. Afribary. Retrieved from https://afribary.com/works/assessment-of-service-quality-of-bank-agents-on-customer-satisfaction
Mkude, Joshua "Assessment of Service Quality of Bank Agents on Customer Satisfaction" Afribary. Afribary, 05 Feb. 2022, https://afribary.com/works/assessment-of-service-quality-of-bank-agents-on-customer-satisfaction. Accessed 22 May. 2022.
Mkude, Joshua . "Assessment of Service Quality of Bank Agents on Customer Satisfaction". Afribary, Afribary, 05 Feb. 2022. Web. 22 May. 2022. < https://afribary.com/works/assessment-of-service-quality-of-bank-agents-on-customer-satisfaction >.
Mkude, Joshua . "Assessment of Service Quality of Bank Agents on Customer Satisfaction" Afribary (2022). Accessed May 22, 2022. https://afribary.com/works/assessment-of-service-quality-of-bank-agents-on-customer-satisfaction