Financial sector reforms in bank regulations and supervision and its impact on service quality of Commercial Banks in Tanzania

Abstract

This study examines critically the impact of changes in bank regulations and supervision on competitiveness among Tanzanian commercial banks in respect of service quality. It adopts qualitative method for data collection. Data were collected from bank customers and bank officials from thirty two Tanzanian commercial banks already registered by 2010 following the financial sector reforms. Self-administered questionnaires were distributed to 1600 bank customers and 160 participating bank officials. Of these, 893(60%) customers and 81(50%) bank officials responded. Collected data were subsequently analyzed using SPSS 17.0 to estimate the mean score of service quality dimensions as well as to determine the association between reforms on bank ownership and service quality dimensions. The study found that there is less positive significance relationship between reforms on bank regulations and banking competitiveness in respect to service quality though private banks were leading ahead of semi-quasi banks.

Key words: Financial Sector Reforms, Banking Competitiveness. Bank Regulations, Service Quality