http://dspace.iaa.ac.tz:8080/xmlui/handle/123456789/1817 2026-04-19T09:26:07Z http://dspace.iaa.ac.tz:8080/xmlui/handle/123456789/2790 Analysing The Influence Of Alternative Delivery Channels On Customer Satisfaction In The Banking Sector: A Case Of Exim Bank Arusha. MWACHA, Josephine; Mziray, Laurent This study aims to analyze the influence of alternative delivery channels on customer satisfaction at Exim Bank Arusha, addressing the knowledge gap in understanding how digital banking innovations impact customer experiences in Tanzania. Despite extensive global research on digital banking, there is limited empirical evidence specific to Tanzanian banks. The study employs a mixed-methods approach, combining quantitative data from a sample of 80 customers through questionnaires with qualitative insights gathered from employee interviews. The research design includes a detailed examination of customer preferences, satisfaction levels, and challenges faced with alternative delivery channels, such as online and mobile banking. Data analysis involves statistical techniques for quantitative data and thematic analysis for qualitative insights. The study concludes that while alternative delivery channels are widely adopted and valued for their convenience, challenges such as technical issues and security concerns significantly impact customer satisfaction. Recommendations include enhancing technical reliability, strengthening security measures, expanding digital literacy initiatives, and improving customer support. The findings provide actionable insights for Exim Bank Arusha to refine its digital services and address the specific needs of its customer base. 2024-01-01T00:00:00Z http://dspace.iaa.ac.tz:8080/xmlui/handle/123456789/2691 DRIVERS FOR FINANCIAL PERFORMANCE AND STABILITY: . MHESI, Samwel Drivers of financial performance are very critical in the development, survival, sustainability, growth and performance of commercial banks. The study aim was to determine the drivers of financial performance of both local and foreign commercial banks in Tanzania. This study sought to; determine the capital risk effect on financial performance, the effect of corporate social responsibility on financial performance and to find out the effect of regulatory supervision on financial stability of the commercial banks. In this study a total of 34 respondents were targeted. In addition, the research design employed was case study design. Documentary review was utilized to collect data. Data was analysed using the Statistical Program for Social Science (SPSS) software version 20 and STATA version 14. In addition to tables, figures were used to present data. The study established that capital risk, corporate social responsibility and regulatory supervision are mostly responsible for the financial performance and stability of commercial banks. The commercial banks should regulatory guidelines to make financial decisions. Additionally, commercial banks ought to target on boosting the banks’ capital levels with the aim of improving their financial performance. In this way, the banks will be capable of exogenous shocks and have the potential to seize business opportunities as they arise consequently boosting their financial performance Supervisor: KULINDWA, Yusuph J. Dr. 2023-11-01T00:00:00Z http://dspace.iaa.ac.tz:8080/xmlui/handle/123456789/2690 Assessment of the Effectiveness of Product Quality Certification Practices in Building SMES Competitiveness JOSEPH, Kevin The study described an assessment on product certification practices in building SMEs competitiveness in Tanzania. It was guided by three predicting variables tested on SMEs competitiveness as the dependent variable namely performance tests, quality assurance tests and product accreditation. The study was performed using explanatory study design whereas causality relationship was conducted to generate new knowledge on the inquired subject. Data were collected from the enterprise owners in Dar es Salaam city using structured questionnaires. The data were assembled and grouped altogether such that were computed in SPSS version 23.0 for the generation of relevant statistical measurements to present the results of the study. On top of that, descriptive statistics were generated to show the demographic features of the respondents on the overview of SMEs in Tanzanian context. Besides that, correlation and multiple regression analysis were also used to show the existing relationship between study variables in filling the inquiry gap. Study results were evident that all three independent variables namely performance tests, quality assurance tests and product accreditation have all been revealed positive with significant effect on SMEs competitiveness as the dependent variable. This therefore implies that SMEs competitiveness through product certification practices is influenced by performance tests, quality assurance tests and product accreditation Supervisor..Prof. MANAMBA, Epaphra 2023-01-01T00:00:00Z http://dspace.iaa.ac.tz:8080/xmlui/handle/123456789/2674 Examining the Effectiveness of Monitoring and Evaluation on Performance on Road Infrastructures in Tanzania CHONJO, Nickson.J The study aimed to examine the effectiveness of monitoring and evaluation on performance of road infrastructures in Tanzania: a case of Tarura in Kilimanjaro region. A total sample size of 36 respondents were involved in this study. The study used a mixed research approach whereby both quantitative and qualitative were employed. Interviews and questionnaires were used as the methods of data collection. The study concluded that the majority of the respondents strongly agree that seminars on M&E were one among the sub variables used to measure the capacity building in monitoring and evaluation on the performance of road infrastructures, followed by the workshops on M&E. In the second research objective, the study concluded that the majority of the respondents strongly agree that cost of evaluating projects was one among the sub variables used to measure the capacity building in monitoring and evaluation on the performance of road infrastructures, time of remittance, and benchmarking. In the last objective, the study concluded that Majority of the respondents strongly agreed that knowledge was the sub variable used to measure the skills during the performance of road infrastructures in monitoring and evaluation in the study area. Followed by education, and experience. This implies the organisation has responsibility to ensure staff has desirable knowledge and skills to implement the road infrastructures. It is recommended that the community and all other relevant agencies need to include monitoring and evaluation of road projects to enhance their performance. Currently the participation is very poor or not there at all. The community should play an active role since it is the consumers of the projects, the county government must clearly define what percentage of project cost would go to monitoring and evaluation. For the sake of accountability and transparency all agencies should be mad Supervisor..JOSHUA,Jasson 2023-01-01T00:00:00Z