Kawamala, Nester
(2013)
Investigating e-banking and Customer Satisfaction in Tanzanian Banks, A Case of Azania Bank LTD.
Masters thesis, The Open University of Tanzania.
Abstract
The study was on the E-banking and customer satisfaction in Tanzanian banks; the
case of Azania Bank LTD. The study investigated the factors which enhances the
adoption of E-banking in Tanzania, the Customers perception on E-banking in
Tanzania, the impact of e-banking functionality on the satisfaction outcomes, risks of
using of E-banking in Tanzania, the accessibility of E-banking to bank customers in
Tanzania, on whether E-banking is convenient to ordinary bank customers in
Tanzania and whether E-banking is secure enough for E-banking customers in
Tanzania. The study involved (58.5%) Males and (41.5%) Females. Data collection
methods were questionnaires and interview questions. The study revealed different
factors causes Azania bank to adopt E-banking system such as Government support,
availabilities of the equipments, customers satisfaction on their needs, competition,
perceived ease of use and usefulness, trust and security, level of education and
income level. It was also revealed that more than (60%) of customers were satisfied
with e-banking system in the Azania Bank. The results indicated that (82%) of
respondents stated that they actually spend less time using E-banking. Different risks
of e-banking revealed such as operational risks: legal risks: reputation risks: security
codes control. It was noted that accessibility, convenient and secure of e-banking are
essential in e-banking system. It was concluded that customers prefer ATM among
the E-banking products because of its effectiveness and user friendliness. It was
recommended that Education and marketing of E-banking products should be
encouraged in the bank to attract more customers.
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