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Evaluating The Effectiveness Of Customer Complaint Responses On Nmb Mkononi Satisfaction: A Case Study Of Nmb Bank Plc In Dodoma City, Tanzania

Author

Listed:
  • Mohamed Salum KILINDO

    (National Micro Finance Bank, Dodoma Tanzania)

  • Nasibu Rajabu MRAMBA

    (College of Business Education, Dar es Salaam Tanzania)

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.

Suggested Citation

  • Mohamed Salum KILINDO & Nasibu Rajabu MRAMBA, 2024. "Evaluating The Effectiveness Of Customer Complaint Responses On Nmb Mkononi Satisfaction: A Case Study Of Nmb Bank Plc In Dodoma City, Tanzania," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 210-224, November.
    • Handle: RePEc:aio:manmar:v:xxii:y:2024:i:2:p:210-224
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    References listed on IDEAS

    as
    1. Wu, Ing-Long, 2013. "The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust," International Journal of Information Management, Elsevier, vol. 33(1), pages 166-176.
    2. Dou, Yiwei & Hung, Mingyi & She, Guoman & Wang, Lynn Linghuan, 2024. "Learning from peers: Evidence from disclosure of consumer complaints," Journal of Accounting and Economics, Elsevier, vol. 77(2).
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    mobile banking; customer satisfaction; customer complaints; SIM banking; NMB mkononi.;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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