The Influence of Electronic Banking on Service Delivery Satisfaction to Customers, the Case of NMB Bank in Tanzania

Mazwile, Mwinga (2014) The Influence of Electronic Banking on Service Delivery Satisfaction to Customers, the Case of NMB Bank in Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

Financial liberalization and technology revolution have allowed the developments of new and more efficient delivery and processing channels as well as more innovative products and services in banking industry. The study investigated the influence of electronic banking on service delivery satisfaction to customers. The study employed a case study design using quantitative and qualitative approach. The study found variety of electronic banking services that are available at NMB bank, this includes ATM services, SMS (mobile) banking and debit cards. Also there was a degree of variation NMB subscribers in terms of age, sex, level of education and longevity of staying with the banks. Also the findings show that there was a positive perception of the respondents influenced by the establishments of electronic banking products at NMB banks in terms of usage, convenience, time saving and transportation cost as well as quickness of service delivery. Lastly the research found that satisfaction of customers on the establishments of electronic banking was not a maximum degree as customers were less dissatisfied with the insufficient of electronic banking products such as online banking system and VISA card, education and training of established system as well as cost charges of electronic banking such as service charges. It‟s been recommended that management of NMB Bank invest massively in IT in order to further promote efficient and smooth service delivery. There is also the need to broadly develop more E-banking products and to do extensive customer education to enable more customers to utilize the service and reconsideration of service charges and cost for maximum satisfactions.

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Leadership and Governance
Depositing User: Mr Habibu V. Kazimzuri
Date Deposited: 14 Jan 2016 12:23
Last Modified: 14 Jan 2016 12:23
URI: http://repository.out.ac.tz/id/eprint/607

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