THE INSTITUTE OF FINANCE MANAGEMENT

FACULTY OF ACCOUNTING, BANKING AND FINANCE

DEPARTMENT OF BANKING AND FINANCIAL SERVICES
BACHELOR OF BANKING AND FINANCE
YEAR III-2019/2020

A FIELD REPORT AS CONDUCTED AT CRDB BANK PLC

NAME: MAGAYU, GABRIEL G.

REG. NO: IMC/BBF/17/94641
ACADEMIC YEAR: III
SUBMISSION DATE………
SUPERVISOR NAME: Ms. ASTRIDA L.
 ACKNOWLEDGEMENT
Firstly, I would like to thanks God for giving me the courage, belief and power that I can do the
best. But also I would also like to express my sincere thanks to my family for the support they
gave me financially, academically, mentally and socially during the whole period of my practical
field.

Secondly, I would like to thank the management of UYOLE CRDB BRANCH that’s Branch
manager, manager of business banking, manager of administration, and all staffs for giving me
the opportunity to conduct my field training in their organization for all the time I conducted my
practical training since 05th August up to 30th September 2019.

In addition, I would like to express my sincere appreciation to the INSTITUTE OF FINANCE

MANAGEMENT and special thanks to Dr. JULIUS for giving me a visit when I was doing my
field training and giving me advice on how I have to accomplish report writing after finishing my
field training.
Also my sincere thanks should go to my host supervisors GODI SANGA, manager of business
banking(MBB) and to Ms. TUTY manager of administration for their assistance on how to
execute organization task.
Lastly, I would like to give my appreciation to my friends Rafiki Luskelo and Pode Amosi as a
trainee for their support and cooperation towards accomplishing organizational goals at right
time with integrity.

i
 EXCUTIVE SUMMARY
The practical [CITATION ECl95 \l 2057 ][ CITATION Kot06 \l 2057 ]training session is the
session in which students gets to share what they have studied in Universities and whatever they
know about the organization that has accepted them to conduct their practical training. So
practical training helps students conduct their studies practically and make them understand
things that they either once studied in a theoretical manner, easily in a practical manner as they
get to do them in a routine and be part of it, students increase their knowledge by learning from
the experienced staffs and experts of the allocated organization.

The practical training was conducted at CRDB Bank plc UYOLE branch with effect from 5 th
august to 30th September the aim of the practical training was to enhance the theory knowledge
learn in the class with actual knowledge applicable in the industry where the trainee performed
several activities like opening account, loan appraisal, attempting different customer inquiry and
assessing the insurance contract.

During field practice the trainee met with some difficult like financial problem but also on the
work place there was a shortage of office places where they was forced to stay in single and
small office more than three staffs. From the observation there was small difference between
theory and practice as most of the things were done systematic hence no difficult in interpreting
the knowledge.

The field practical training has advance the knowledge and build confidence to become a
competent professional who can work under any condition with minimum supervision as during
the field practices we were assigned offsite duties which require to visit local area and we
executed our duties well also the field practices motivated us to work hard hence improving our
career.

Through this training the trainee career has been improved and be competent in the field
undertaken during the field. The trainee recommend that both CRDB bank and IFM to provide
adequate cooperation so that they can be motivated to work efficiently for the bank and the
Institute should provide support on securing those offices for field practical training.

ii
 LIST OF ABBREVIATION
ATM - Automatic teller machine
BBM – Business Banking Manager
BM – Branch Manager
BOT – Bank of Tanzania
CRDB – Corporate Rural Development Bank
FAO – Fast Account Opening
JJ – Junior Jumbo
KYC – Know Your Customer
MAD – Manager Administration
MCS – Manager Customer Service
SWIFT – Social World Interbank Fund Transfer
TISS – Tanzania Interbank Settlement System

iii
 TABLE OF CONTENTS
ACKNOWLEDGEMENT............................................................................................................................i
EXCUTIVE SUMMARY............................................................................................................................ii
LIST OF ABBREVIATION.......................................................................................................................iii
CHAPTER ONE..........................................................................................................................................1
INTRODUCTION.......................................................................................................................................1
1.1 Overview of the Field Work Placement........................................................................................1
1.2 Type of Organization.....................................................................................................................1
1.3 Vision............................................................................................................................................2
1.4 Mission..........................................................................................................................................2
1.5 Core values....................................................................................................................................2
1.6 Products and Services Offered by CRDB BANK.........................................................................2
1.7 Organization Structure..................................................................................................................7
1.8 Review of the Industry the CRDB BANK PLC works within.....................................................8
CHAPTER TWO.........................................................................................................................................9
WORK DONE AND LESSONS LEARNT................................................................................................9
2.1 Activities Performed and Lesson Learnt.......................................................................................9
2.2 Receiving and Processing Cheques..............................................................................................9
2.2.1 Lesson learnt............………………………………………………………9
2.3 Attending Customer’s Inquiries....................................................................................................9
2.3.1 Lesson learnt..............................................................................................10
2.4 To Reconcile ATM Card.............................................................................................................10
2.4.1 Lesson learnt..............................................................................................10
2.5 Account Opening........................................................................................................................10
2.5.1 Lesson learnt..............................................................................................10
2.6 Filling the Customer’s Lost Card/ Indemnity Form....................................................................11
2.6.1 Lesson learnt..............................................................................................11
2.7 Cheque Book Reconciliation.......................................................................................................11
2.7.1 Lesson learnt..............................................................................................11
2.8 ATM Pins Reset..........................................................................................................................12
2.8.1 Learn learnt................................................................................................12
2.9 Insurance Policy Renew..............................................................................................................12

iv
2.9.1 Lesson Learnt............................................................................................12
CHAPTER THREE...................................................................................................................................13
LITERATURE REVIEW..........................................................................................................................13
3.1 Introduction.................................................................................................................................13
3.2 Customer satisfaction..................................................................................................................13
3.3 General Guide to Account Opening and Customer Identification..............................................14
3.4 Necessary Information and Requirements..................................................................................15
CHAPTER FOUR.....................................................................................................................................15
ANALYSIS................................................................................................................................................15
4.1 Introduction.................................................................................................................................15
4.2 Description of the Skills Learned and Enhanced........................................................................16
4.2.1 Communication skill..................................................................................16
4.2.2 Problem solving skills...............................................................................16
4.2.3 Computer skills..........................................................................................16
4.2.4 Time management skills............................................................................16
4.2.5 Interpersonal skills.....................................................................................17
4.3 Gap Between Theory and Practical.............................................................................................17
4.4 Problems Faced in Executing Duties..........................................................................................17
4.4.1 Access to system........................................................................................17
4.4.2 Network breakdown..................................................................................17
4.4.3 Overtime Working.....................................................................................18
CHAPTER FIVE.......................................................................................................................................19
CONCLUSION AND RECOMMENDATION.........................................................................................19
5.1 Introduction.................................................................................................................................19
5.2 Conclusion..................................................................................................................................19
5.3 Recommendations.......................................................................................................................20
5.4 Recommendations to CRDB Bank PLC.....................................................................................20
5.5 Recommendations to Institute of Finance Management.............................................................20
BIBLIOGRAPHY.....................................................................................................................................23

v
vi
 CHAPTER ONE
INTRODUCTION
1.1 Overview of the Field Work Placement
The field practical training was conducted at CRDB Bank plc. at UYOLE branch located in
Mbeya for the period of 8 weeks into different department where at the beginning was held at
customer care and there after moved to market and credit department in all department the
trainee acquired different knowledge which assisted him to improve his knowledge. The
objective for undertaking field practical trainee is to enhance the theory learnt into class with
actual knowledge applicable in the market and use the difference as a means of advancing their
career and become a competent professional.

1.2 Type of Organization

CRDB Bank Plc. is a largest, wholly owned private universal bank in Tanzania. The Bank was
established in 1996 as a result of Tanzanian Government privatization of state owned firms. The
major shareholders of the Bank are Denmark Government sponsored fund, leading Tanzania
pension funds, IFC, CDC and FGG.
CRDB Bank has over years grown and prospered to become the most innovative, first choice,
and trusted bank in the country. CRDB Bank offers a comprehensive range of products which
suit the needs of different segments in the market, from the top to the bottom of the pyramid such
as Savings products, loan products, Trade Finance products, Treasury products, Premier Banking
services, Agency Banking services, E-banking products, Microfinance products, and SME
products.
CRDB Bank as a group comprises three subsidiaries namely CRDB Microfinance Ltd that deals
with Microfinance business, CRDB Insurance broker that offers a range of insurance services
and/or products and the CRDB Bank Burundi Ltd, which is the first overseas subsidiary in the
neighbouring country of Burundi a part of the Regional Expansion plan in East Africa.
Internally, CRDB Bank has a large footprint with 234 branches, 535 ATMs (spread across the
country), 15 Mobile branches, 490 Microfinance partners’ institutions, over 8,000 CRDB
Wakala, over 1,500 merchants with sales terminals (PoS), internet and mobile banking facilities.
Driven by the corporate motto: ‘The Bank that listens”, which puts emphasis on customer
centrist business model, CRDB Bank has defied all odds to become the most preferred Bank in
Tanzania and is among the first local Banks to be listed on the Dar es Salaam Stock Exchange in
1
 June, 2009. CRDB Bank is the first and only Bank in the zone to co-brand its debit card known
as “TemboCard” with major renowned international cards platforms Visa, MasterCard and China

Union Pay. The Bank reached an important milestone and was listed on Dar es Salaam Stock
Exchange on 17th of June, 2009.
1.3 Vision
To be the leading bank, which is customer needs driven with a competitive return to shareholders
1.4 Mission
Providing competitive and innovative financial solutions through digital transformation to
achieve distinctive customer experience while caring for our people and delivering a sustainable
contribution to the society.
1.5 Core values
Accountability, commitment, cost consciousness, courtesy, decisiveness, knowledge,
professional integrity and promptness.
On attempt to achieve those the bank offers comprehensive range of corporate, retail, premier,
treasury and wholesale banking and microfinance services through a network of 199 static and
mobile branches, CRDB Bank has a large footprint with 234 branches, 535 ATMs (spread across
the country), 15 Mobile branches, 490 Microfinance partners’ institutions, over 8,000 CRDB
Wakala, over 1,500 merchants with sales terminals (PoS), internet and mobile banking facilities.

1.6 Products and Services Offered by CRDB BANK

CRDB offers a different number of products and services to its customers and these products and
services increase depending on the demand or need of the customers, changes in science and
technology and the growth of the banking industry. The following are the products and services
which are recently offered by CRDB.
I. Fast Opening Account
This is an account opened by using Mobile Fast Account Opening ( MFAO) and on demand of a
customer receives an ATM card and the account starts operating immediately after opened while
the account registration takes a very short period of time normally less than 24 hours to
complete. This is a recently introduced product/account, where by a customer required to have a
minimum amount of Tshs 10,000, original and valid ID either voters ID, National ID, driving
licence, travelling passport, with introduction letter from the WEO/VEO/MEO.

2
 II. Personal Account
This is a saving account which can be opened by a person who is 18 years old and above. It is
opened with the minimum amount of Tsh 20,000, also a person required to have either of the
following a valid passport, driving licence, Voter’s registration Card, and any of the following,
Introduction letter from VEO/MEO/WEO which confirm full name, date, and place of birth,
place of resident, and should be affixed with two photograph/passport size of the applicant or
Employer’s letter introducing a person as an employee of the employer.
III. Tanzanite Account(Foreign Currency Account)
This is an account which permits a customer to withdraw, deposit and make payments in foreign
currencies such as USD, EURO, without converting these currencies into domestic currency.
Opening these accounts requires a customer to only abide with the requirements of opening a
normal personal account and a certain specific initial balance for opening that account as in
according to that currency, for example for USD saving account demands a customer to have 50$
while current account customer should have 100$.
IV. Joint Account
This is an account opened by minimum of two and maximum of three individuals. The minimum
amount to open this account is Tsh 20,000 for a normal saving account while it’s Tsh 150,000 for
current account and in order to withdraw amount from this account it depends to the declaration
made while opening the account. For Example at time of withdraws one person or both account
holders must sign on the withdrawal form when both are signatory of that account. To open this
account all the applicants must meet all the requirements listed for opening a personal account
and then together they should write a request letter to the branch director/manager.
V. Malkia Account
This is a saving account mainly established for women to keep their money for future purposes
for minimum duration of time of one year with the minimum amount of 50,000 which should be
deposited every month. In this account, a woman keeps her money and receives an interest
monthly basing on the amount available in the account at the end of the month. No monthly
charges for account maintenance.

VI. Fixed Deposit Account

3
 This is a fixed account opened by a customer for fixed period such as for three months or six
months without making any withdraw or making a deposit within the fixed time of an account. A
customer is not allowed to make withdraw or deposit before the expired of time agreed between
a bank and a customer. The minimum amount for this account range from Tsh 1,000,000 and
above and the interest rate range from 2% to 8% and this rate increase as the principal increase
and the time of deposit, currently the time for deposit range from 3 months to 24 months. In
some cases of huge deposits, the customer and the bank can bargain on the interest rate to be
offered.
VII. Thamani Account
This is a kind of fixed account which offers an interest of 13% per annum and it’s opened for a
minimum of 36 months. The interest accrues in a different account which the account holder can
access anytime and withdraws the amount of interest that has accrued already. Only the capital
remains fixed.

VIII. Current account

This is an account which grants a customer the ability to use cheque books, make an overdraft
and can make transactions of greater value than a customer with saving account can. Its charges
are also greater than those of a normal savings account. This account is mainly for business man
Where the initial deposit required is 100,000, the business license and the TIN by the business
owner.
IX. Internet Banking
This is a product which enables a customer to access banking services such as account
information, bulk payment, balance enquiry, remittance advice, bills payment, TISS, SWIFT,
trade finance, internal transfer, payment creator, payment verifier and payment authorizer by
using internet, where a different account is opened for a customer in the internet and a customer
logs in with his specific username and password without going to the bank’s premises.
X. Sim Banking
This is a product/service which help a customer to access banking services such as mini
statement, bills payable, balance enquiry and transfer of funds to mobile accounts such as mpesa,
tigo-pesa or to another CRDB account by using a registered phone number without going to the
bank’s premises, charges for using this service depends on the nature of transaction and on
network the customer is using.

4
 XI. Person Loan CRDB
Personal loan is the loan given to an individual holding an account with CRDB bank. It’s
categorized into two categories namely, a loan given based on cash balance available in the
account (Fixed or Thamani account) of the customer who need a loan (cash cover), secured loan
this is a kind of a loan given to a customer depending on the security/property held by that
customer.
XII. Overdraft
This is the facility or product only enjoyed or given to the customers holding business current
account to withdraw more than what their have in an account, thus a businessman can draw from
his or her account even when an account has a negative balance
XIII. ATM Card (Tembocard visa or Tembocard MasterCard)
This is a computerized device which a customer inserts in the Automatic Teller Machine(ATM)
and withdraws money without going to the teller’s desk/window a customer provides a services
to his/herself. It covers the specific duration of four years, once that time expires or the customer
lost it, he/she is required to fill a form attached with one passport size in order to request another
ATM card, and application charge will be charged to customer’s account, the charge for
application card is Tzs 11500 for the first application and 22500 for the customer who lost the
card.
XIV. SME’s LOAN
Small and Medium Enterprises (SME’s) is a loan that range from Tsh 15,000,001 to 1.5 billion. A
person should present legal document such as business license, TIN and company/business
name, collaterals (title deeds and evaluation report), financial and business plan, account
turnover must be satisfactory (20 % of the loan size), must have a business account, good credit
history, a photo of the business and borrower plus a photo of security and spouse’s consent
declaration on security pledged
XV. Salaried Workers Loan
This is a product/loan given to an employee employed in either a public or private sector. In
order, an employee to be borrowed with this loan the following should be presented, main
contract between employer and employee, Individual minor contract (forms designed by the
bank and signed by the employee/borrower), salary slip (of recent 3 months), a copy of ID Card,
2 passport sizes, account number, loan application letter, Employer confirmation letter and

5
introduction letter from his/ her employer. It is a general-purpose loan; therefore, a customer may
request a loan for the purpose of building a house, purchase a car even paying school fees for
studies.
1.7 Organization Structure
The figure below show the organization structure of the CRDB Bank which gives guideline to
the staff in their operation also it is used as the reference for distribution of duties and
responsibilities to the staff according to their positions
Branch Manager

Manager Business Banking

Credit Manager Manager Administration Branch Controller

Other Credit Officer Custodian Bank Officer Head Of Bank

Tellers
Recovery Officer Customer Services
Account Opening

Other Bank Officer

Retail Agent Officer

Bank Tellers
6
 Source: CRDB BANK (2019)

1.8 Review of the Industry the CRDB BANK PLC works

within
CRDB Bank PLC as the commercial bank with the role of offering loans and accepting deposits,
offering withdraw services to the public and government enterprises falls under regulations of
Bank of Tanzania with the power to give license, revocate license, reject license, and approve
merger and acquisition in the country. And the bank falls under ministry of finance, planning and
development that work in hands with Bank of Tanzania to regulate financial institutions in the
country.
The Tanzanian banking sector embarked on a plan for financial liberalization in the 90’s in order
to sustain the country’s economic growth. This has been accomplished through the mobilization
of financial resources as well as by increasing competition in the financial markets and by
enhancing the quality and efficiency of credit allocation. As a result of the liberalization, new
merchant banks, commercial banks, bureaus de change, credit bureaus and other financial
institutions have entered the market.
As of March 2015 there are 56 licensed banks and other financial institutions in Tanzania, versus
38 in 2009. Tanzania Banking Network According to the latest banking report of the Bank of
Tanzania (BOT), the banking institutions in Tanzania had an overall branch network of 803
branches in 2018. Most of the branches were located in major cities of Dar es Salaam, Arusha,
Mwanza, Mbeya and Moshi. Dar es Salaam had branches which constituted 36.32% of all
branches, followed by Arusha 7.12%, Mwanza 6.55%, Mbeya, 5.41% and Moshi 4.56%. The
overall number of banking agents grew by 180%.
This is a result of the comprehensive agent banking guidelines introduced by BOT in 2013 that
permit for the first time licensed banks and financial institutions to appoint retail agents for their
banking services. Accordingly, the introduction of agent banking provides a mechanism though
which banks can profitably extend their services to previously unbanked lower income
individuals.

7
 CHAPTER TWO
WORK DONE AND LESSONS LEARNT
2.1 Activities Performed and Lesson Learnt
During my practical training, I was assigned to perform different tasks at different department
such as business banking and administration which made me to be familiar and well
understanding about the organization (CRDB bank Plc.) as well as fulfilling duties for
achievement of organization goals. Tasks and duties that were assigned and performed during my
practical training are as follows:
2.2 Receiving and Processing Cheques
This is for the customer with current accounts which are operating through Cheque therefore
dealing with cheque which are issued by companies and customer of CRDB with current
accounts requesting their clients to be paid. so the cheque upon presentation by the customer I
had to receive it and confirm it from the bank the company had the accounts , I had to check for
the validity of the cheque by close checking the following if are in a right way, drawer’s
information, payee details, amount in words as well as amount in figure, signature of the drawer,
date at which the cheque is issued if the mentioned condition is not fulfilled then the cheque is
dishonored, when the cheque is received by the bank then pass entries and record ready for
clearing and posting.
2.2.1 Lesson learnt
Lesson learned from this task is that before paying the customer I had to confirm from the bank
where the drawer had an account then if the cheque is proper presented the bank will pay the
customer but if the drawer had an account at our bank then if proper presented then payment is
honored.
2.3 Attending Customer’s Inquiries
These customer’s inquiries involve checking balance of their accounts, giving instruction and
direction, producing bank statements at their request where by this involved the use of Fusion
Banking essence (FBE) through bank officer ID, checking the account status in order to know if
the customer’s account is dormant ,slept, or closed account, but also solving problem to
customers who have problem on their ATM card especially those who forget PIN number,

8
assisting customers in filling cheque deposit slips, account opening forms, tembo card
application forms for the customer with expired ATM card, internet banking application forms,
account activation forms and providing services to customers who have lost their ATM CARDS

2.3.1 Lesson learnt

Through attending customer queries I have learned on how to be aware of all products and
services offered by the bank and the cost and all procedures to be followed as the customer can
be in a hurry, disappointed by the service you give him/he others are disappointed by other staff
so as a bank officer I had learned on how to please the customer and satisfy the needs.
2.4 To Reconcile ATM Card
This involves a physical counting of the card which remained in the custody and comparison
with card received from card production Centre/ head office and from other branches and the
cards issued to the customers. This activity must be done every day as per requirement and
whenever there is difference it should be well stated and corrected by the custodian.
2.4.1 Lesson learnt
through doing daily card reconciliation help to reduce inconveniences of losing the card already
issued from head office as the balance is well recorded specifically on the register book for the
card issued to the customer and signed by respective customer also the card remained per day
also is reconciled and signed by bank officer and manager business banking.
2.5 Account Opening
This was the first section under business banking department where I was assigned to start my
field practical whereby I was taught and assigned to open account for customers this duty was
performed through FAO MOBILE system but also other account was opened manually. but
before opening the account I had to make sure that the customer has the following requirement;
accepted and valid ID which must be among the following Voters card, National identification
card, travelling passport and Driving license for bank use, initial deposit Tzs 20000 and above,
introduction letter from village executive officer for the customer having other identification card
other than those mentioned above finally the customer should have two passport size.
2.5.1 Lesson learnt
Through performing this task, I have learned that during account opening we assess the
information provided by the customer that’s customer address, geographic residence, family
background, income status for the purpose of know your customer(kyc) which sometimes it’s

9
used for security purpose of customer deposit during withdraw where bank officer reviews this
information in order to pay on demand.

2.6 Filling the Customer’s Lost Card/ Indemnity Form

These means to feel the information of the card for security purpose when the customer card is
lost, misplaced or stolen. The customer will be required to fill “indemnity form” so as to close
his/her stolen, misplaced or lost card, this closure of the card will assure the customer that no one
can access his/her account through ATM card and this is one of the security activity for the Bank
to prevent theft. This normally was done by making a call to call requesting the H/O to block the
card. After the customer bring the police lost report form stating the ATM account number, card
number then the bank officer will act regarding the customer need.
2.6.1 Lesson learnt
Through filling an indemnity form the customer account will be safe especially when the
customer loses the ATM card as no one will withdraw money from the account as it will be
closed for a certain period until new card is issued to the customer.
2.7 Cheque Book Reconciliation
For the security purpose and record keeping, cheque book that have been issued to customers are
recorded in the register book after setting of ranges. Also, cheque books that have been received
from head office are recorded in the register after verification of account numbers and name of
the customer (company or individual). Also, this goes along with recording information of
customers who have requested new cheque books to avoid duplication of orders such as the
account name, account number.
2.7.1 Lesson learnt
Lesson I have learned from this task is that through customer requesting new cheque book then
its registered for charging the fees and once issued to the customer also is recorded in the
registrar to avoid the inconveniences for the cheque that will be drawn by the account holder in
order to affect payment during confirmation of cheque for payments.
2.8 ATM Pins Reset
This was the task performed specifically to customers who have either entered the wrong
password three times at the ATM machines or have forgotten their password. In order to serve a

10
customer with this issue the customer should fill up the pin reset form, putting the important
information such as a/c number, card number, name of the account and the phone number.

2.8.1 Learn learnt

Lesson learned from this task is that upon the customer inserting the wrong pin three times at the

ATM machine then if the card is captured the customer fills ATM reset form had to be charged
1999 Tshs.
2.9 Insurance Policy Renew
The CRDB Bank offer an insurance contract on property and pecuniary where it give s policy as
an agent of UAP insurance company on this process we issued a payment bill for new policy and
we visited a customer and make inspection on the current situation of the property according to
guideline like looking on distance covered by vehicle.
2.9.1 Lesson Learnt
On the basis of the guideline for issuing insurance policy bank has to determine the current
condition of the property before offering a new policy and those information should be updated
in the policy so as to avoid misunderstanding when the loss occur.

11
 CHAPTER THREE
LITERATURE REVIEW
3.1 Introduction
This chapter deals with the review of literature related to key task performed, academic theories
related to customer satisfaction and bank performance as deduced by different authors and
textbooks in the banking industry the review will base on customer satisfaction which has been
observed in the task performed.
3.2 Overview of Customer Satisfaction
Customer satisfaction refers to the degree to which customer expectation of a product or services
are met “Paul & Abauma, (1989)”. Customer are satisfied if they are loyal to the product,
customer retention rate and switching behavior, customer willingness to use new or existing
services put by the organization but also customer satisfaction is connected with good customer
services.
Parasuraman, E (1985) they worked on a conceptual model of service quality and its
implication for future research .In their study customer satisfaction can thus be based not only on
the judgment of customers towards the reliability of the delivered service but also on customers’
experiences with the service delivery process. They further viewed that services are intangible
since they are performances and experiences rather than objects that can be precisely
manufactured. Services are heterogeneous, that is, their performance often varies from producer
to producer, customer to customer, and day to day. More importantly, production and
consumption of services are inseparable.

Unlike goods that can be engineered at a manufacturing plant and delivered intact to the
customer, quality in services often occurs during service delivery, which is the interaction
between a customer and a service provider. Given the differences between services and goods as
previously mentioned, quality of service is more difficult for customers to evaluate than quality
of goods.

Customers evaluate service quality not only on the outcome of the service but also on the process
of service delivery, and from how well a service provider actually performs, given their
expectations of service performance.

12
Kassem, F.(1989) has opined that service companies can ill afford to neglect customer service
quality issues. In the past, quality was the prerogative of manufacturing sector. However, in the
modern day fiercely competitive service sector, quality of services has become as important (if
not more) as quality of goods.

Binks, S. (1989) have pointed out that banks are not trying to differentiate their products/services
while targeting small business sector. They can’t afford to do so in future as the markets are
becoming more and more heterogeneous. The authors have strongly recommended that mass
marketing must pave way to nice and customized marketing. They have revealed that Indian
customers have lot of resentment regarding more time taken by banks in rendering services at
counters. The studies have strongly recommended establishing standard timings for various
banking services which, must be abided by the banks.

3.3 Ways of Making Customer Satisfaction

 Set goals and a plan.
It may seem obvious, but the first place to start measuring customer feedback is to make a plan.
It’s important for companies to set goals related to customer satisfaction. You know your
company needs to monitor customer feedback, but it’s important to take a step back and think the
process through. Consider asking some of the following questions: How will you collect
customer feedback? What questions will you ask customers? What will you do with the
information?, Once you have established a game plan, the next step is to set goals. Remember,
goals should be measurable
 Build a customer survey.
One of the most effective ways to collect and analyze customer feedback is to create a customer
survey. Although it may seem simple, quality customer survey results has everything to do with
asking customers quality questions, and at the right time. For example, according to HubSpot,
the best time to send a customer a survey is after a key milestone or stage in the buyer journey
has been completed. This could be after a customer makes a purchase or completes the
onboarding process. Some companies also send customers surveys six months into their
subscription.
 Adopt technology.

13
Technology makes many operations and tasks easier, particularly for businesses. For example,
technology has enabled sales and marketing teams to learn about who their customers are, their
interests, their goals and their pain points and biggest challenges. As a result, technology has
enabled companies to quickly and accurately gather information about their customers and target
audience rather than asking for information in a traditional sense.
 Make adjustments.
Once businesses and teams analyse the results from customer surveys, it’s time to put that data
into action. After all, large amounts of data are only as valuable as what and how teams act on it.
As mentioned above, sales and marketing teams can identify upsell opportunities, and simply
giving customers more of what they love.
 Offer better solutions.
We have only begun to see the cusp of customized customer experience. The need and drive for
customized solutions is expected to be bigger than ever in 2018. Therefore, companies that
understand their roles within their market, and the specific needs they are fulfilling are going to
be in a better position to deliver a high-quality product and service that propels them far ahead of
the competition.
3.4 Importance of Customer satisfaction
 Retaining satisfied customers is cheaper than acquiring new ones
Obtaining the attention of prospective customers, gaining their interest and converting them costs
up to 6 times more than retaining existing customers. This is why it’s worth focusing and
spending resources on keeping existing customers satisfied with your goods and services. Don’t
forget about your consumers after one-time deals and encourage them to keep up good
relationships during a long-term period.
 Customer satisfaction matters even more than price
Customers want to be treated right. Plenty of research proves that the majority of customers will
choose the company that made them satisfied even if it offers higher prices over a cheap but low
quality service option. So take the effort to satisfy customers with excellent service, as it is even
more important than offering lucrative prices. Moreover, increases in costs are easier to justify
when your clients are satisfied at every stage of the interaction.
 Customer satisfaction keeps your brand ahead of the competitors

14
“Although your customers won’t love you if you give bad service, your competitors will,” said
famous marketer Kate Zabriskie. If you know how to ensure customer satisfaction and
successfully provide it, then you have an advantage over your competitors who offer the same
range of products but can’t satisfy customers either with a beautiful, informative, convenient and
accessible website, or with a prompt response and delivery.
 Customer satisfaction promotes customer retention
The longer customers stay satisfied, the more often they will return to you in the future, and
prefer buying your goods and services to your competitors’ products. Customer retention is also a
step towards maintaining loyalty.
 Customer satisfaction promotes customer loyalty
As long as you can retain trusting and loyal relationships with customers and keep them satisfied,
they will keep on coming back to buy from you. Loyal customers will later get accustomed to
appreciate, use and advocate for your brand during their lifetime, bringing you a revenue.
 Customer satisfaction reduces negative word of mouth
As research shows, customers are more eager to share negative experiences than positive reviews
and recommendations. Add to this the fact that people tend to believe other customers more than
company representatives and advertisement.

15
 CHAPTER FOUR
ANALYSIS
4.1 Introduction
This chapter covers the following aspects relationship between the theories learnt in class with
what is actually happening in the market, description of skills learned and enhanced, and the
skills that am lacking.
4.2 Description of the Skills Learned and Enhanced
From this part trainee provide a lot of information relating to skill obtained in the field practical
but also should be able to us technical deals
4.2.1 Communication skill.
Since most of duties that was placed and assigned involved face to face communication with
customers the demand for how to communicate with different customers from different areas and
of different ages, and of different education levels. Therefore, I used my communication skills to
handle this challenge. For example, some customers were foreigners, some were not able to read
and write but even to speak Swahili hence I asked for authorization from my supervisor to help
those who are not able to read and write to work on behalf of them but this is not allowed for
security purposes.
4.2.2 Problem solving skills
Trainee had to apply proper procedure and rules in attending customer query as some of the
customer are aware others are not aware of the products and services offered by the Bank so
those customers who were aware of the products, services, charges which the bank offers they
had to use this skill to attend their problems, other are disappointed then a banker have to please
them to calm down. Some customer has got some mental problem but they do know what to do
in order to maintain their relationship with a bank even if they are not able to read and write
through the power of attorney which give authorization to the near person who can assist them to
proceed with banking transaction.
4.2.3 Computer skills
Since most of the duties attended involved the use of manual input but sometimes have to use the
computer to perform some of the tasks especially dealing with Microsoft excel to reconcile the
ATM cards, Microsoft word to print the specimens, internal system like fusion banking system to

16
validate the detail of the customer hence the computer skill are the next important skill after the
communication skilled to be enhanced by a trainee.
4.2.4 Time management skills
They had to execute proper the time provided to perform some of the task having deadlines and
when assigned a lot of task to perform at a time then the time used properly to execute those
objectives in time. Such that before the end of the working hour all task must be efficiently and
timely attempted so as to avoid confusion in the report.
4.2.5 Interpersonal skills
This is the skills necessary for a person to interact against one another within the organizations to
both customers and by fellow employees towards executing those task which are necessary. Such
that the trainee maintained a good interaction with other staff for all the time of training and the
have been working together with a polite language to each other.
4.3 Gap Between Theory and Practice
The gap which existed was that most of the material learnt in the class were reflecting the history
of banking industry such that they do not consider the current trend of the banking industry
hence the trainee will get had work to learn again when they enter into the market so as to
improve their profession thus their professional experience depend much on the field training as
it show exactly what is happening in the markets
4.4 Problems Faced in Executing Duties
During my field practical training at CRDB Bank PLC, I have faced some problems, which have
been a challenges in my practical training; some of them are as follows:
4.4.1 Access to system
I had no computer passwords and software ID as other staffs since I was not an employee of
CRDB Bank Plc. System access officially are given only to contracted employees for security
purpose, this was the great challenge because when I was performing my assigned duties some
required me to access the system which actually needed the user name and password to login this
was a big challenge to since it was not easily for to access the system .This makes me to use
longer time performing the same duty waiting for someone who can login the system.
4.4.2 Network breakdown
Most of work which performed by CRDB Bank require a good network system, for the period of
my practical training at CRDB network breakdown was a big challenge for all staffs to execute

17
their duties since most of activities are performed through computer which are connected
through network. Now when this happen nothing can happen through the use of system this was
a challenge.
4.4.3 Overtime Working
At CRDB BANK Uyole branch there is a problem of insufficient man power that is less number
of employees this is a challenge I experienced during my practical training since makes us to
more duties beyond the normal working hours this forced us to leave the office some time at
6:00pm while the normal working hours is up to 4:00pm
Despite of the challenges faced by the trainee in executing their duties but they have managed to
perform their task in a best way and achieve the expected level of satisfaction required by the
customer.

4.5 Effect of the Field Training to Career

The practical training has advanced my career as the theoretical knowledge acquired in the class
was effectively applied in the market and most of the material being used we have covered in the
class hence the practical training was like a door to go to the qualified professional based on my
career. The field practices give chance for learner to meet wither people from different institution
which has contributed to the ability of career improvement.

18
 CHAPTER FIVE
CONCLUSION AND RECOMMENDATION
5.1 Introduction
This chapter covers the conclusions of the field report and the recommendations associated with
problem I have faced during the field practical placement especially to the institute of finance
management and to CRDB BANK PLC management.
5.2 Conclusion
In this chapter trainee have elaborated the overview of field work placement, the historical
background of CRDB Bank Plc, type of organization, different types of products and services
offered by the bank including sim-banking, internet account, loans provisions, accepting of
deposit from different people, corporate and government agencies, but also explained different
types of accounts offered by the bank which are as follows jumbo junior account, teenager
account, thamani account, fahari account, Tanzanite account, but also the type of industry the
bank work within being The Bank of Tanzania as the regulator of financial institution in the
country.
In part of description of task performed and the lesson learnt, have explained the following task,
sim-banking registration, internet banking registration and connection, attending customer query,
receiving and processing cheque, attending custom cheque book request, cheque book
reconciliation, daily ATM card reconciliation, going offsite to open customers account with each
task performed procedure and requirement all being explained and the lesson learnt from each
task.

In banking industry most of the activities are concerned with services provision hence the
theories that have deduced are agency theory, stakeholder theory and relational theory all of them
explaining about customer satisfaction and the bank performance and they show that there is
direct relationship between customer satisfaction and bank performance.

But also the report covers the analysis of the theory deduced having direct relationship with what
is actual happening in the market, the skills learned such as communication skills, interpersonal
skills, time management skills, problem solving skills and the problem faced during my practical
training but also conclusion and recommendation both to the Institute of Finance Management
and to the management of CRDB Bank Plc.

19
5.3 Recommendations
During the field work training there was some challenges that I have faced and the organizational
was facing here are some of the recommendations on how the organization and the institute can
fill the gap for proper field work attachment and for the proper handling organization objective
and task assigned.
5.4 Recommendations to CRDB Bank PLC
These are the advice given to CRDB bank so that during field practical training the student can
have conducive environment to learn and provide full cooperation towards achieving the
organizational objectives as they will be able to execute their duties efficiently and timely.
 Field Students should be provided with system access credentials

This is a big challenge to field students since they cannot directly access the system to minimize
this problem student and employees should be allowed either to share password and user name or
students should provide temporary system ID accessing the system. To smoothen operation as
most of activities, require access to the system.

 Availability and stability of network

The network breakdown also was the challenges to the organization as whole this can be
minimized so I suggest that each branch to have an operator/ programmer rather than waiting an
expert from head office this can increase performance of the bank.
 Rotation of students to different departments
The students should rotate to different departments rather than staying on one or few departments
and finishing out training being unaware of activities done in other departments like credit
departments.
5.5 Recommendations to the Institute of Finance
Management
The student also provide some tips to institution so as the can have easy access to the institution
where the field practical is conducted so that they can be confident with their operation towards
enhancing their career and become a good professional in their respective field.
 Arrange different periods for field attachment
The period students have to attend field practical training it’s the period at which most of the
other students from other universities attend the training so the organization is forced to

20
accommodate many students as a results students end up in few departments I suggest the period
to attend training maybe either after the end of first semester
 Specify the organizations students can perform field training
The institute can specify that students studying banking and finance can perform field training to
specific organization that can increase knowledge to their career rather than doing field training
at any organizations.

BIBLIOGRAPHY

21
Clerkson B. M., 1995. Astakeholder framework for anaysing corporate social responsilty.
s.l.:academy of management review.
Bill Price & David Jaffe, 2007. The Best Service is no service. US: JOSSEY-BASS.
Griffin, J., 20003. Customer loyalty. UK: JOSSEY-BASS.
IFM, 2019. logbook. Dar es salaam: s.n.
Kothari, C. R., 2006. Research methodology. indial : new age international publication.

22