dc.description.abstract |
The issue of set saving hours is one that consumers of financial services must deal
with. Even though Equity Bank has 188 agent shops at Arusha Municipal, there were
significant lines in the banking hall. Due to the fact that many clients travel great
distances to visit an agent outlet that offers the same services and that agency banking
transaction volume has lately decreased, the researcher was compelled to evaluate the
impact of high-quality agency service delivery on agency banking performance.
Assessing the impact of providing high-quality services on agency banking
performance at Equity agency banking in Arusha Municipality was the primary goal of
the study. In particular, this study sought to ascertain the degree of customer
confidence in agency banking services in equity agency banking outlets, the
dependability of agency banking on agency performance in equity agency banking
outlets, the impact of agency banking service location on agency performance in equity
agency banking outlets, and the convenience of agency banking services on agency
performance in equity agency banking outlets. Cross-sectional research approach was
adopted in this study. The study employed a sample size of 373 respondents, selected
through a combination of convenience and purposive sampling techniques. Purposive
sampling was employed to identify the key informant from the Equity Bank Arusha
branch, as they possess crucial information regarding the delivery of quality services
that impact agency banking performance. With the help of the statistical package for
social sciences, data was analyzed using regression analysis and descriptive statistics.
High reliance on agency banking increases agency performance, according to the data.
The study demonstrated that greater customer confidence in agency banking services
leads to improved agency banking performance. It also demonstrated that convenient
agency banking services enhance agency banking performance, with strategic agency
banking service locations contributing to improved agency banking performance. The
study comes to the conclusion that agents have a significant impact on the bank's
performance and financial inclusion; as a result, agents should give high-quality
services to customers in order to boost the effectiveness of both the bank and agent
banking. According to the report, bank management should regularly train agents to
better prepare them to offer consumers high-quality services. Additionally, connection
between the provision of high-quality services and agency performance to identify any
gaps and, it is advised that Tanzanian banks conduct regular audits and studies on the
difficulties in order to optimize the procedures and systems and promote efficiency. |
en_US |