EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA
This research examines the efficiency of customer complaint responses and their impact on satisfaction with NMB Mkononi services in Tanzania, specifically focusing on NMB Bank PLC in Dodoma City. The study aims to evaluate how effectively NMB handles customer complaints related to NMB Mkononi servic...
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| Format: | Article |
| Language: | English |
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Universitaria Press Craiova
2024-05-01
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| Series: | Management & Marketing |
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| _version_ | 1832540614159237120 |
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| author | Mohamed Salum KILINDO Nasibu Rajabu MRAMBA |
| author_facet | Mohamed Salum KILINDO Nasibu Rajabu MRAMBA |
| author_sort | Mohamed Salum KILINDO |
| collection | DOAJ |
| description | This research examines the efficiency of customer complaint responses and their impact on satisfaction with NMB Mkononi services in Tanzania, specifically focusing on NMB Bank PLC in Dodoma City. The study aims to evaluate how effectively NMB handles customer complaints related to NMB Mkononi services. A sample of 124 respondents, including NMB Mkononi customers, staff, and branch managers, participated in the study. Data were gathered through questionnaires, interviews, and document reviews, and analyzed using both qualitative and quantitative methods. Findings indicated moderate usage of NMB Mkononi services in Dodoma City and effective responses to customer complaints by NMB Bank (total mean = 3.56). The study concludes that NMB must consistently deliver high-quality services to customers and recommends enhanced investment in reliable network infrastructure, ICT expertise, facilities, and |
| format | Article |
| id | doaj-art-92f7abea71014613a37087b37d78823d |
| institution | Kabale University |
| issn | 1841-2416 |
| language | English |
| publishDate | 2024-05-01 |
| publisher | Universitaria Press Craiova |
| record_format | Article |
| series | Management & Marketing |
| spelling | doaj-art-92f7abea71014613a37087b37d78823d2025-02-04T19:32:20ZengUniversitaria Press CraiovaManagement & Marketing1841-24162024-05-01XXII2210224DOI:10.52846/MNMK.22.2.05EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIAMohamed Salum KILINDO0https://orcid.org/0009-0001-9404-9854Nasibu Rajabu MRAMBA1https://orcid.org/0000-0001-6865-8325National Micro Finance Bank, Dodoma TanzaniaCollege of Business Education, Dar es Salaam TanzaniaThis research examines the efficiency of customer complaint responses and their impact on satisfaction with NMB Mkononi services in Tanzania, specifically focusing on NMB Bank PLC in Dodoma City. The study aims to evaluate how effectively NMB handles customer complaints related to NMB Mkononi services. A sample of 124 respondents, including NMB Mkononi customers, staff, and branch managers, participated in the study. Data were gathered through questionnaires, interviews, and document reviews, and analyzed using both qualitative and quantitative methods. Findings indicated moderate usage of NMB Mkononi services in Dodoma City and effective responses to customer complaints by NMB Bank (total mean = 3.56). The study concludes that NMB must consistently deliver high-quality services to customers and recommends enhanced investment in reliable network infrastructure, ICT expertise, facilities, andmobile bankingcustomer satisfactioncustomer complaintssim bankingnmb mkononi |
| spellingShingle | Mohamed Salum KILINDO Nasibu Rajabu MRAMBA EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA Management & Marketing mobile banking customer satisfaction customer complaints sim banking nmb mkononi |
| title | EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA |
| title_full | EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA |
| title_fullStr | EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA |
| title_full_unstemmed | EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA |
| title_short | EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA |
| title_sort | evaluating the effectiveness of customer complaint responses on nmb mkononi satisfaction a case study of nmb bank plc in dodoma city tanzania |
| topic | mobile banking customer satisfaction customer complaints sim banking nmb mkononi |
| work_keys_str_mv | AT mohamedsalumkilindo evaluatingtheeffectivenessofcustomercomplaintresponsesonnmbmkononisatisfactionacasestudyofnmbbankplcindodomacitytanzania AT nasiburajabumramba evaluatingtheeffectivenessofcustomercomplaintresponsesonnmbmkononisatisfactionacasestudyofnmbbankplcindodomacitytanzania |