Impact of quality service delivery challenges on customer satisfaction in the banking industry : a case of Stanbic bank, Zambia.
| dc.contributor.author | Mukelabai, Namakau | |
| dc.date.accessioned | 2025-01-22T06:39:37Z | |
| dc.date.available | 2025-01-22T06:39:37Z | |
| dc.date.issued | 2024 | |
| dc.description | Thesis of Master of Business Administration in Finance. | |
| dc.description.abstract | Since Zambia's 1991 economic liberalization, there has been notable growth in the retail banking sector. The search for quality is perhaps the most important consumer trend in recent years because consumers are now more demanding than ever. In an era of rapid global change, customers have diverse options, often relying on brand names for complex financial services. Hence it becomes imperative to delve into the challenges surrounding quality service delivery on customer satisfaction, with a specific case of Stanbic Bank Zambia Limited. Hence, the study explored the impact of the service quality dimensions on customer satisfaction. The five dimensions of service quality that the researcher concentrated on include; tangibility, reliability, responsiveness, empathy and assurance. A mixed method approach was adopted, combining both quantitative and qualitative techniques. The study involved 340 bank customers that attended a questionnaire and 20 customers and bank staff (Key Informants - KI) who attended in-depth interviews. Data was analyzed using SPSS particularly running the coefficient correlation, regression analysis and ANOVA while using thematic analysis for qualitative data. The study found that the majority (43.8%) of customers were generally satisfied with the services at the bank. However, an aggregate of 171 respondents were either neutral or disagreed with being happy with services provided by the bank. The study also found that tangibility and assurance were the service quality dimensions that highly influenced customer satisfaction perception at Stanbic Bank. Tangibility had a positive influence on customer satisfaction (β=0.153) and a p-value (0.028) less than the selected level of significance (0.05) an indication that the influence of tangibility on customer satisfaction is significant while empathy, reliability, and responsiveness were less influential thus requiring improvement for the bank to effectively achieve greater customer satisfaction. The study concluded that customer satisfaction and loyalty were dependent on the quality of services the bank provided. The service quality dimensions requiring attention included Reliability, Responsiveness, and Empathy for the bank to improve customer satisfaction. The researcher recommends widening the scope to include more districts and banks in future studies. | |
| dc.identifier.uri | https://dspace.unza.zm/handle/123456789/9125 | |
| dc.language.iso | en | |
| dc.publisher | The University of Zambia | |
| dc.title | Impact of quality service delivery challenges on customer satisfaction in the banking industry : a case of Stanbic bank, Zambia. | |
| dc.type | Thesis |