The Effect of E-Banking on Customer Satisfaction in Tanzania: A Case of CRDB Bank

Kimario, Lilian (2019) The Effect of E-Banking on Customer Satisfaction in Tanzania: A Case of CRDB Bank. Masters thesis, The Open University of Tanzania.

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Abstract

This study intended to examine the effect of e-banking services on customer satisfaction. Specifically, the study was constructed under three objectives namely; to determine the level of using e-banking services among customers, to identify factors that influence the satisfaction level of the customers, and to examine the relationship between factor influencing usage of e-banking services and customer satisfaction. The study was conducted at CRDB branch located in Kinondoni District Dar es Salaam region. The study used quantitative approach adopting cross-sectional design in data collection, analysis and presentation. A sample of 100 respondents was selected using purposive sampling method so as to capture the targeted respondents from specified categories. Questionnaire and interview guides were used as data collection instruments. Findings revealed that, ATM service was the most frequently used service compared to the rest of e-banking services, followed closely by internet banking and credit card and mobile banking. Results also disclosed that, reliability, flexibility, accessibility, and security and privacy were factors that influenced customer satisfaction. In addition, these factors were found to have an extremely strong effect on a dependent variable explaining 85% of customer satisfaction. The study recommended that, critical infrastructure like power; security and telecommunication should be strengthened to ensure effective implementation of electronic banking applications in Tanzania. The banks should also train and retrain their staff to ensure that they keep up with the dynamism of information technology.

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