The Effect of Bank Quality Management on Customer Satisfaction:

Abstract

The commercial banking sector is very important for the economic development of the country. Financial services rendered to the community stimulate economic opportunities. This study sought to determine the effect of bank quality management on customer satisfaction at Exim Bank (T) Limited in the Arusha region. A descriptive design was used in this research. The study employed a quantitative research approach. Under this research, the target population was officials from Exim Bank—Arusha Region. For collecting respondents, a simple random sampling approach was used. For the purpose of this study, the sample size was 68 employees. The study relied on primary data gathered through structured questionnaires. The quantitative data from questionnaires was collected, processed, and analyzed using descriptive statistics and inferential statistics through the Social Sciences Statistical Package (SPSS) version 25. The study revealed that bank quality management had a positive and significant relationship with customer satisfaction. The study recommends that more research be conducted in the area of internal banking operations challenges that negatively impact customer satisfaction. Also, since only one data collection instrument was used, future research could triangulate using focus group discussions and observation.