Customer care and pricing factors were seen as being among the most important indicators for many respondents, leading almost half to say that they would change their bank as a result of poor service quality.
According to the Africa Banking Industry Customer Satisfaction Survey 2013 by KPMG, the audit firm, Akiba Commercial Bank (ACB) ranked the first in pricing scoring 74.1 points. This indicates that the bank customers are well satisfied with the bank charges as well as its interest rate policy on both deposits and investment products.
The bank has also been ranked the most convenience after scoring 74.6 points. Respondents of the survey have said that banks attitude, wait time and more competitive interest rates from banks were among of the major factors that make them to enjoy banking services.
The findings of the survey has indicated that ACB is ranked as the most convenient bank in Tanzania due to accessibility of their bank branches, availability of cash at its Automated Teller Machines (ATM) and other services channels. The survey interviewed over 25,000 retail banking customers from 14 countries across Africa including Angola, Botswana, Cameroon, Chad, Cote d’Ivoire, Ghana, Kenya, Nigeria, Senegal, Sierra Leone, Tanzania, Uganda, Zambia and Zimbabwe.
“We are on top of the list because we have been more creative in the market, especially introducing convenient services channels for our customers and we have extended our working days to weekends and holidays,” said Fredrick Archard, Head of Marketing and Communications.
He said during weekend and holidays, customers are able to access their banking services in selected branches in Dar es Salaam. They include Kariakoo, Aggrey, Ubungo, Temeke and Tegeta branches.
“We have started with these few branches in Dar es Salaam but our main plan was to cover all our branches countrywide,” he said. The ACB Kariakoo branch manager David Korosso, said the number of the bank customers who need weekends and holidays services have been rising, indicating the need for the services.
“We felt that we have lost by opening branches during weekend and holidays but we later realize that we introduced the services in relation to the customer needs,” he said. “All these achievements indicate that our bank is the customer choice. Our aim is to make sure we serve our people to meet their expectations.”
He said the bank had also introduced mobile money services to enable customers to access services through their mobile phones. “We launched this service in March this year and it is unique because it saves time and costs for our clients,” he said.
The service also enables borrowers to repay their loans through mobile money transfer, mainly those using Tigo, Vodacom and Airtel mobile networks. Akiba Commercial Bank Plc (ACB) commenced banking operations in August 1997 as an initiative of over 300 Tanzanian entrepreneurs.
Source: Daily News, reported from Dar es Salaam, Tanzania
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