Relationship between Bank Balance Inquiry and Customer Satisfaction in Tanzanian Commercial Banks: A Case Study of CRDB Bank, Singida

Abstract

Maximizing customer satisfaction through mobile technology advancements has proven to be a significant challenge for Tanzanian commercial banks. Meeting customer requests is a business's top priority. Using CRDB Bank, Singida, as a case study, this study attempts to explore the association between bank balance queries and customer satisfaction in Tanzanian commercial banks. This study uses SPSS software to analyze data. Two approaches were used in the study, namely, binary logistic regression and theme analysis. A cross-sectional survey was used in the study technique to collect both quantitative and qualitative data. Qualitative information was obtained through interviews with CRDB management, while quantitative information from 100 CRDB-Singida consumers was obtained through a survey of a sample chosen using the Yamane formula. A conclusion is reached based on the facts after examining and discussing the anticipated outcomes of the survey and interview. According to the study, there is a strong correlation between bank balance queries and customer satisfaction. Based on findings demonstrating the impact of bank balance enquiries on customer satisfaction of commercial banks, particularly the CRDB-Singida branches, the study suggested to develop and introduce cutting-edge technology that would enable them to better encounter the demands and favorites of their users. Also, the study suggests, the commercial banks use bank balance inquiries in international mobile transactions.

Key Words: Bank Balance Inquiry, Customer Satisfaction, Commercial Banks