Examining Effectiveness of Customer Complaint Responses on NMB Mkononi Satisfaction in Tanzania: A Case of NMB Bank PLC in Dodoma City.

Abstract

The study examined the effectiveness of customer complaint responses on NMB Mkononi satisfaction in Tanzania with the focus of NMB Bank PLC in Dodoma city. It basically intended to determine the extent to which NMB is effective in responding to customer complaints behind NMB Mkononi services. A sample size of 124 respondents was involved. The main respondents of the study were NMB Mkononi customers as well as few staff, and NMB branch managers. Data were collected through questionnaires, interview, and documentary review then analyzed both qualitatively and quantitatively with support SPSS version 25.0. Mixed research approach was used which supported by descriptive research design. Data analysis was made possible through descriptive statistics whereby mean and standard deviations were used. The study found that there are moderate uses of NMB Mkononi services in Dodoma city. It was also revealed that there are effective NMB Mkononi customer complaint responses by the NMB bank (total mean=3.56). The study concluded that NMB need to provide best service to the customers with regard to the first time and all the time. It was further recommended that there should be improved fund investment for reliable network, ICT experts, facilities and copying the technological changes for customer satisfactions and profit making.