EVALUATING THE EFFECTIVENESS OF CUSTOMER COMPLAINT RESPONSES ON NMB MKONONI SATISFACTION: A CASE STUDY OF NMB BANK PLC IN DODOMA CITY, TANZANIA

Mohamed Salum Kilindo and Nasibu Rajabu Mramba
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Mohamed Salum Kilindo: National Micro Finance Bank, Dodoma Tanzania
Nasibu Rajabu Mramba: College of Business Education, Dar es Salaam Tanzania

Management and Marketing Journal, 2024, vol. XXII, issue 2, 210-224

Abstract: 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 technological adaptation to boost customer satisfaction and profitability.

Keywords: mobile banking; customer satisfaction; customer complaints; SIM banking; NMB mkononi. (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:aio:manmar:v:xxii:y:2024:i:2:p:210-224

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