The Effectiveness Of Customer Care Services And The Performance Of Banking Industry In Tanzania,Case Study Of NMB Temeke Branch Dar ES Salaam Tanzania

The purpose of the study was about the effectiveness of customer service on Banking Operations.It mainly focused on the factors that affect the effectiveness of customer care services towards Banking performance.The researcher was intended to find out how staff performance characteristics affect customer care services and how do the staff performances characteristics affect customer care services.The major determinants of a bank's service quality can be seen to fit in a number of dimensions some of which are more easily measured than the others.These include;·Tangibles: i.e.physical evidence of the service e.g.physical facilities appearance of personnel,tools or equipment used to provide service,layout of the banking hall,etc.·Reliability: i.e.consistence performance and dependability.·Responsiveness: i.e.the willingness or readiness of employees to help customers and to provide prompt service.·Competence: possession of the required skills and knowledge to perform the service.·Access: Approachability of the service and easy of contact(e.g.is the service accessible by telephone)It was observed that when building good customer care it begins within the internal organization who are the staff themselves.The staff should be given proper guidance and training in social skills.Deciding on which type of research strategy to follow depends on the purpose of the study and the type of information required for answering.a case study strategy was selected because it was more appropriate for in-depth investigation of the problems related to the customer care at NMB Bank.The study employed the qualitative research approaches.The qualitative approach was used to obtain in depth information and some opinions of the respondents in the field.Descriptive research design was used since the researcher used a case study review and also non-probability sampling designs using purposive sampling techniques.The focused population was the management of microfinance bank together with the bank's customers and the community around the organization.The researcher used the structured questionnaires,un structured questionnaires and the face to face interviews when collecting data in nmb bank.The data analysis was done using statistical package for social scientists and Microsoft word and excel.