Factors influencing adoption of mobile banking in Tanzania: a case of the NMB and CRDB

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University of Dar es Salaam
This study focused on the examination of factors for adoption of mobile banking services in Tanzania‘s banking industry using the National Microfinance Bank (NMB) and CRDB Bank PLC as a case study. Specifically the study attempted to: (i) Evaluate the impact of perceived risk of M-Banking on the customers‘adoption of mobile banking services (ii) Assess the impact of trust in the adoption of mobile banking services (iii) Evaluate the role of convenience on the adoption of mobile banking and (iv) Explore the impact of comparative advantages on the adoption of mobile banking services. The study employed the quantitative research approach using questionnaires with structured and closed-ended questions as the primary data collection tool supported by the use of documentary review. Convenient sampling method were used to select 82 customers from NMB and CRDB customers, the study also employed purposive sampling to select 20 members of staff evenly distributed between two banks as key informants of the study. The study found a general receptiveness of the mobile banking technology in both the NMB and the CRDB. The study results also found a significant relationship between perceived cost, perceived usefulness, perceived security and perceived ease of use banks through the use of mobile banking technology in Tanzania. However, there was a need to provide more training to staff in both banks on continual basis to consolidate the gains made through the use of mobile banking technology. Finally, the study recommends the provision of training of stakeholders through seminars and workshops to familiarise them on the benefits of the adoption of export market strategies in the market-place. Without banks stakeholders‘awareness on marketing techniques, banks would fail to deploy optimally their scarce resources when customers are ignorant of their products or services.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark ( THS EAF HG1616.M54T34I87)
Banks and banking, Mobile, National Microfinance Bank, Corperative Rural Development Bank
Issa, H. R (2014) Factors influencing adoption of mobile banking in Tanzania: a case of the NMB and CRDB, Master dissertation, University of Dar es Salaam, Master dissertation, Univesity of Dar es Salaam