ABSTRACT
The study sought to establish the effect of effect of customer care on organization
performance at Commercial Banks with regard to CRDB Bank and was driven by three
objectives: Identify roles of customer care in the performance of an organization in the
competitive environment, Establish the problems or weakness of customer care in CRDB
bank and Suggest ways of improving customer care service.
To achieve these objectives the researcher sampled 30 respondents from CRDB Bank and
their clients. The study utilized qualitative research methods; two data collection
instruments were used: Structured questionnaire and Interview guides. The collected data
was presented in tabular and analyzed statistically to decipher findings.
The major finding of the study was that that among the several ways of improving
customer care there was need for the customer care representative being multi skilled and
able to answer queries and complaints with minimum of hands off. The relationship with
the customer should be proactively managed at all stages of the customers' life cycle to
make them feel valued.
The study indicated that that survey by mails, suggestions, recommendations and
complaints from customers through mails, suggestion box or telephone should be adopted
and that a constant customer service presence should be available whenever the bank is open this shows that the organization cares for its customers.
KARUMUNA, E (2021). The Effect Of Customer Care On Organization Perfomance Case Study: Crdb Bank Plc -Bukoba Tanazania. Afribary. Retrieved from https://track.afribary.com/works/the-effect-of-customer-care-on-organization-perfomance-case-study-crdb-bank-plc-bukoba-tanazania
KARUMUNA, EDNA "The Effect Of Customer Care On Organization Perfomance Case Study: Crdb Bank Plc -Bukoba Tanazania" Afribary. Afribary, 04 Jun. 2021, https://track.afribary.com/works/the-effect-of-customer-care-on-organization-perfomance-case-study-crdb-bank-plc-bukoba-tanazania. Accessed 30 Nov. 2024.
KARUMUNA, EDNA . "The Effect Of Customer Care On Organization Perfomance Case Study: Crdb Bank Plc -Bukoba Tanazania". Afribary, Afribary, 04 Jun. 2021. Web. 30 Nov. 2024. < https://track.afribary.com/works/the-effect-of-customer-care-on-organization-perfomance-case-study-crdb-bank-plc-bukoba-tanazania >.
KARUMUNA, EDNA . "The Effect Of Customer Care On Organization Perfomance Case Study: Crdb Bank Plc -Bukoba Tanazania" Afribary (2021). Accessed November 30, 2024. https://track.afribary.com/works/the-effect-of-customer-care-on-organization-perfomance-case-study-crdb-bank-plc-bukoba-tanazania