Sokoine University of Agriculture

Customers’ perception on service performance: A comparative analysis between foreign and local banks in Tanzania

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dc.contributor.author Fasha, G, S.
dc.date.accessioned 2021-06-03T06:00:38Z
dc.date.available 2021-06-03T06:00:38Z
dc.date.issued 2020
dc.identifier.uri http://www.suaire.sua.ac.tz/handle/123456789/3585
dc.description Article en_US
dc.description.abstract This study was a comparative study of the level of service performance between foreign and local banks. It focused on customers’ perception of service performance. This comparison was purposely done due to the fact that different international banks have opened their branches in Tanzania, and this has in one way or another forced to change the competitive landscape of the country’s banking industry. The study had a sample size of 380 respondents who were the customers of these banks. Confirmatory Factor Analysis at the second-order level was analyzed by looking at the Chi-square statistical values, Incremental Fit Index, the Tucker-Lewis Fit Index, the Comparative Fit Index, the Parsimony Normed Fit Index, and the Root Mean Square Error Approximation as the indicators of the model fit. Mean values were compared between foreign and local banks. The main findings from the study indicate that the fit indices indicated measurement invariance of service performance. quality of service, service innovativeness, and cash distribution facilities were perceived better by foreign banks’ customers than local banks’ customers. en_US
dc.language.iso en en_US
dc.publisher The Pan-African Journal of Business Management en_US
dc.subject Service Performance en_US
dc.subject Service quality en_US
dc.subject Service Innovation en_US
dc.subject Facilities for cash distribution. en_US
dc.title Customers’ perception on service performance: A comparative analysis between foreign and local banks in Tanzania en_US
dc.type Article en_US


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