Mchomba, Doreen Akad
(2018)
The Impacts Of Electronic Banking On Customer Satisfaction In Tanzania Banking Industry: The Case of NMB Bank.
Masters thesis, The Open University of Tanzania.
Abstract
This study presents the impacts of electronic banking on customer satisfaction in Tanzania banking industry; the case study of NMB bank. The study investigated the impacts of electronic banking on customers‟ satisfaction in Tanzania banking industry, the effects of e-banking services on customer satisfaction, the benefits associated with electronic banking usage as well as the challenges associated with electronic banking usage. The accessibility of E-banking to bank customers in Tanzania, the convenience to ordinary bank customers in Tanzania and whether e-banking is secure enough for E-banking customers as well as the risks encountered by customers when using e-banking in Tanzania. The study involved (52.8%) males and (47.2%) female. data collection methods were questionnaires. The study revealed different impacts affecting the bank customers using e-banking services and products, such impacts were accessibility, time factor, availability, user friendly and security. It was also revealed that, level of education and income level has greater impacts on customer satisfactions. The results indicated that 63.6% of the respondents reveal that they actually spend less time using E-banking. There were different challenges of e-banking revealed such as network failure, limited withdraw amount, no instant help in case of transaction failure, new enough cash on machines especially during the weekends. It was concluded that customers prefer ATM among the e-banking products and services because of its accessibility, time saving and availability. It was recommended that information on e-banking services should be given to customers in order to encourage and attract more bank customers to using the services and products.
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