Provision of Quality Services by Banks and Its Effect on Customer Retention Case Study: National Microfinance Bank-Tanzania

Abstract

This research is about the provision of quality services by banks and its effect on customer retention. Almost all of the services being offered by banks are the same or slightly differ which in turn makes the banks to compete for customers. Thus the provision of quality services comes into consideration and basically concentrates on the issues that produce a negative effect on the services received by the customer. Therefore are the banks doing what it takes on providing the quality services needed by their customers so as to retain them? This is a key question that is being answered. The study is taken at NATIONAL MICRO FINANCE BANK MW ANJELW A BRANCH