Factors affecting customer loyalty in banking sector in Tanzania: The case of CRDB, Azikiwe branch, Dar es Salaam.

Factors affecting customer loyalty in banking sector in Tanzania: The case of CRDB, Azikiwe branch, Dar es Salaam.

A dissertation submitted in partial fulfillment of the requirements for the award of the degree of Masters of Business Administration–Corporate Management (MBA-CM) of Mzumbe University

Saved in:

Bibliographic Details
Main Author:	Gadiel, Magreth.
Format:	Thesis
Language:	English
Published:	Mzumbe University 2026
Subjects:	Customer Loyalty Customer satisfaction Gronroos service quality model Servqual model banking sector-Tanzania.
Online Access:	https://scholar.mzumbe.ac.tz/handle/123456789/2037
Tags:	Add Tag No Tags, Be the first to tag this record!

Similar Items

The loyalty effect : the hidden force behind growth, profits, and lasting value /
by: Reichheld, Frederick F.
Published: (1996)

An assessment of the contribution of customer relationship management on bank performance the case of people’s Bank of Zanzibar limited
by: Abdalla, Zainab.S
Published: (2024)

The impact of internal marketing on customer satisfaction in the banking sector: A case of CRDB bank
by: Richard E. Ollotu,
Published: (2024)

Assessment of customer’s perception and expectations of service quality in Tanzania’s commercial banks: The case of Azania bank
by: Mwandosya, Joyce E.
Published: (2024)

Effect of service quality and customer satisfaction on Customer loyalty: A case of NSSF Tanga city
by: Masika, Emmanuel Julian
Published: (2024)

Effectiveness of customer care in influencing performance in financial institutions in Tanzania: A case of NMB PLC Wami branch Morogoro
by: Mduma, Esther M.
Published: (2024)

Assessing the importance of customer relationship management practice on banking sector in Tanzania: The case study of selected banks in Tanzania (Barclays bank, Bank M & CRDB bank)
by: Kazula, Lameck Zacharia
Published: (2024)

Factors affecting customer satisfaction in banking industry in Tanzania: A case of national microfinance bank (NMB) Bagamoyo branch
by: Chawinga, Elizabeth
Published: (2026)

An assessment of the impact of integrated Logistics system of healthcare commodities on customer satisfaction in Tanzanian health system: A case of primary healthcare facilities in Ilemela Municipal Council, Mwanza Region
by: Eric, Shoo Ainea
Published: (2024)

Measuring satisfaction of usage for the web-based information system (WBIS) for E-services: A case of Tanzania
by: Gabriel, Anthony M.
Published: (2026)

Analysis of quality service factors and passengers’ satisfaction at bus terminals in Dar es Salaam and Morogoro regions - Tanzania,
by: Lushakuzi,Simon Shaban
Published: (2024)

Defying the limits : reaching new heights in customer relationship management
Published: (2000)

Analysis of customers’ satisfaction with library services at the Sokoine National Agricultural Library (SNAL) in Morogoro region in Tanzania
by: Bea, George, et al.
Published: (2024)

The Influence of service quality on customer retention in commercial banks in Tanzania: The case of CRDB bank in Dar es salaam Region
by: Mwikwabhi, Mary M.
Published: (2025)

The effect of automated teller machine (ATM) service on customer satisfaction in the Tanzanian banking sector: The case study of National Microfinance Bank (NMB), Ifakara branch
by: Tillya, Joseph J.
Published: (2024)

Assessment of the customer data usage and perceived service quality in managing customer relations in banking industry: A case of CRDB
by: Tairo, Ester C
Published: (2024)

Assessment of customers’ satisfaction from large buses services in urban public transportation: A case of Ubungo bus terminal
by: Bonaventura, Adam
Published: (2024)

The effect of price fairness and customer service on customer satisfaction :The case of mobile phone users of Tanga city
by: Mlekwa, Moses Denis
Published: (2024)

Assessment of the impact of e-banking on provision of quality service in banks A case study of Exim bank (T) Ltd. Mwanza branch
by: Tarimo, Bruno E.
Published: (2024)

Customer care and its effectiveness in meeting customer’s needs: Evidence of millicom (TIGO) company Morogoro municipality
by: Mashingia, Neema N.J
Published: (2024)

The effects of customer expectations and perception towards service quality: A case of NMB University branch and Mlimani city branch
by: Somi Loveness
Published: (2024)

An examination of the relationship between service quality and customer satisfaction on mobile broadband provider: the case of zantel, Zanzibar.
by: Khamis, Amne Rashid
Published: (2024)

Impacts of brand image on customer awareness and sales: A case study of Vodacom Arusha branch
by: Kaaya, Enedy Victor
Published: (2024)

Customer service on the internet : building relationships, increasing loyality and staying competitive
by: Sterne, Jim
Published: (1996)

Enhancing brand loyalty in Tanzanian public higher education institutions
by: Mushi, Hellena Mohamedy
Published: (2026)

Factors influencing customer satisfaction in bonded warehouse operations. a survey of bonded warehouses – Zanzibar.
by: Kassim, K.H
Published: (2024)

Service quality and customer satisfaction in transport service industry in Tanzania : A case of Dar express bus company
by: Mushi, Onael W.
Published: (2024)

Service quality delivery and its impact on customer satisfaction in the bank services in Tanzania: The case of Moshi Uchumi Commercial Bank
by: Shanghali, John Wifred
Published: (2025)

Customer perceptions on E-Banking in Tanzania: A case of selected commercial bank in Dar es salaam
by: Erick, Clearence
Published: (2024)

An assessment on services quality in social security schemes in Tanzania: A case study of NSSF –Tanga regional office
by: Nguzo, Said K.
Published: (2024)

Customer services-marketing and the competitive environment/
by: Mayall,Carol
Published: (1992)

Customer relationship management : how to turn a good business int great one
by: Robert-Phelps Graham
Published: (1998)

Service quality and customer satisfaction in transport service industry in Tanzania : A case of Dar express bus company
by: Mushi, Onael Walter
Published: (2024)

Factors influencing customer satisfaction in bonded warehouse operations: A survey of bonded warehouses – Zanzibar.
by: Kassim, Kassim H.
Published: (2024)

Relationship marketing : management of customer relationships /
by: Bruhn, Manfred
Published: (2003)

The contribution of staff training to the economic growth of SMEs: A case of SMEs at Magomeni in Dar es salaam
by: Kuluwia, Happyness
Published: (2024)

Influence of quality customer service management in employees satisfaction in public organization : A case of Sengerema District Council – Mwanza
by: Anthony, Adrian
Published: (2025)

Factors influencing generation Y of Tanzanian market towards postpaid mobile phone services
by: Venance, Paulina
Published: (2024)

Management accounting for business decisions
by: Drury, Colin
Published: (2001)

Principles and practice of marketing
by: Jobber, David
Published: (1998)