Influence of Service Digitalization on the Performance of Commercial Banks in Tanzania: A Case of CRDB Bank Plc Headquarters.

Mapunda, Elia F. (2022) Influence of Service Digitalization on the Performance of Commercial Banks in Tanzania: A Case of CRDB Bank Plc Headquarters. Masters thesis, The Open University of Tanzania.

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Abstract

Commercial banks in Tanzania have been quickly transforming and automating their operations to cater for the pace of technological advancement. The current study investigates the influence of digitalization on the performance of digitized commercial banks, more specifically, CRDB Bank Plc, on its head offices, which is one of the banks that automates quickly. More specifically, the study extracted the level of service digitalization in CRDB Bank Plc and how influential mobile banking, internet banking, atomated teller machines, and point of sales are to the performance of CRDB Bank Plc. The study used a quantitative approach and primary data, which was drawn from a sample of 80 staff in various CRDB Bank Plc departments in head quarters, processed in the SPSS program, and analyzed using descriptive statistics. The sample from the population was selected through a purposive sampling technique. The results showed that there is a very strong positive relationship between mobile banking, Internet banking, ATMs, and POS systems against banks' performance. The study recommends that banks embark on educating and creating awareness among their customers on the benefits of electronic banking and the charges involved. They should also invest more in electronic banking to reach more customers electronically by introducing other digital platforms and increasing their operations. The study has shown that digital banking has a positive influence on bank performance, thus they should offer more targeted online services as well as come up with more technology-based services that are easily reachable by customers. Keyword: Service, Digitalization, Performance, Commercial Banks.

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