Factors Influencing Customer Satisfaction In Tanzania Banking Sectors: A Case Study Of Tanzania Postal Bank In Dodoma

ABSTRACT

The study focused on examined the factors influencing customer satisfaction in Tanzania banking sectors specifically Tanzania Postal Bank in Dodoma. It was guided by three specific objectives which are: to study and identify the factors influencing customer satisfaction in the banking sector, to examine the impacts of customer satisfaction in the banking sector and to investigate the possible measures to increase customer satisfaction in banking sector The study employed sample size of 55 respondents whereby probability and non probability sampling procedures employed to determine the sample size. Social survey and interview were employed as methods for data collection whereby questionnaire and interview guide used as tools for data collection. The collected findings analyzed into both qualitative and quantitative methods with the application of computer software statistical packages for social scientists (SPSS Version 21) and Microsoft Excel. Basing on the findings from this objective the majority of respondents were supported that effective customer care influencing customer satisfaction and they add that availability of products influencing customer satisfaction at high extent. Moreover most of them agreed that banking environment influencing customer’s satisfaction while most of them add that knowledge of employees influencing customer satisfaction at high extent and most of them suggested that other factors influencing customer satisfaction in the study area is availability of quality products. Furthermore; most of the respondents agreed that customer satisfaction in the banking sectors increasing customer retention, improve marketing sector, increasing number of customers in the study areas well as increasing customer loyalty and increase availability of new products in the study area. Basing on the findings from this study it can be recommended that; in order to ensure customer satisfaction in banking sector there should be provision of training concerning to customer care. Also there should be increasing of quality products as well as visitation of customer so as to identify their collateral and progresses of their business were of the most important.