Challenges and prospects of the information technology based augmented banking services in Tanzania: a case CRDB Bank PLC

Loading...
Thumbnail Image
Date
2016
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The purpose of this study was to assess the influence of magnate banking service on customers’ satisfaction using CRDB as a case. 60 bank customers and 10 members of CRDB staff were involved in this study. Data were collected mainly using semi structured questionnaire and analysed and presented using various techniques including frequencies, percentages an charts and factor analysis. Findings show that augmented banking services has significant influence on the customer’s satisfaction. Majority of customers have a good understanding and awareness of the nature of bank’s service augmentation. Furthermore, the study shows that , augmenting services make it simple to offer banks services and hence has a positive influence customers satisfaction. However, it was noted that services augmentation may increase cost of transaction and operations. Customers and bankers revealed that service augmentation would lead to better services and hence better performance as they offer value through increased cash flow, timely and accurate services, and quick and efficient customer information service based on the results, the researcher recommends that use technology is inevitable in order to gain competitive advantage in the banking sector. It is important for the owners of banks, staffs and banking associations to consider augmenting of services as relevant and necessary for the banks’ performance and customer satisfaction.
Description
Available in print form, EAF collection, Dr. Wilbert Chagula Library, class mark ( THS EAF HG1616.C87T34M94 )
Keywords
Banks and banking, Customer service, Information technology, Tanzania
Citation
Mziray , T ( 2016 ) Challenges and prospects of the information technology based augmented banking services in Tanzania: a case CRDB Bank PLC, Masters dissertation, University of Dar es Salaam, Dar es Salaam.