مجلة اقتصاديات شمال افريقيا
Volume 22, Numéro 1, Pages 1-8
2026-03-03
Influence Of Reliability Dimension Of Service Quality On Customer Satisfaction: A Case Of Banks In Rungwe District, Mbeya Region
Authors : Ngalesoni Obedi . Mwakifwamba Geofrey . Mligo Elia .
Abstract
This study assessed the influence ofthe reliability dimension ofservice quality on customer satisfaction among selected banks in Rungwe district in Mbeya region in Tanzania. In this study, the descriptive research design will be used. A study population is 400 bank customers, from which a sample size of 289 respondents was selected by a simple random sampling technique. This study collected data through structured questionnaires. The data were analyzed using descriptive statistics and regression analysis. The study found that the NMB ensures reliability in providing banking services by assisting customers, ensuring the timely provision of services, and providing accurate banking information. The study further found that reliability dimensions of service quality have a significant influence on customers’ satisfaction. The study concludes that reliability improves customers’ satisfaction in baking service provision. The bank should continue to improve of reliability of services to ensure needs and expectations are met
Keywords
Customer Satisfaction, ; Service Quality, ; Responsiveness ; Rungwe District
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