Services Quality Determinants between Foreign and Local Banks in Tanzania: A Survey of Banking Sector in Morogoro Municipal, Tanzania

Abstract

This paper examined the determinants of service quality in foreign and local banks in Tanzania, with a focus on Morogoro Municipality. The study employed a cross-sectional research design and used convenience sampling to select 120 customers who hold accounts in both local and foreign banks in the area of study. Data were collected through structured questionnaires, and analysis was conducted using multiple linear regression. The results show that staff conduct, service communication, service credibility, timely bank services, and technology adoption positively and significantly influence customer satisfaction, while access to bank services negatively and insignificantly affects customer satisfaction in both local and foreign banks. Based on these findings, the study recommends that both foreign and local banks strictly should adhere to staff conduct, service communication, service credibility, service accessibility, service duration, and technology adoption to enhance customer satisfaction in the banking sector.