Factors affecting adoption of mobile banking (m-banking) services among bank customers in Tanzania: case Study of the NMB Mobile Banking Services

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Date
2011
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
This study is based on an examination of factors affecting the adoption of mobile banking (M-Banking) services among bank customers in Tanzania, the case being the NMB mobile banking services. The study was conducted at NMB House in Ilala district. The place houses both the Head Office and NMB House Branch. In this study, quantitative research methods was employed to get the required data and information about the factors affecting adoption of the mobile banking services among bank customers in Tanzania. Among others, several factors were listed. These included, security constraints in terms of the reliability of the NMB electronic channels and banking, technology in use perceptions on areas of mobile phone services, e-mail, and internet usage. Other factors were the usage pattern such as, speed of use, ease of use, and independence of time and place, the demographical factors such as gender, age, marital status and income, and finally reference group influences on sociability, relatives, friends and other people. On the issue of the reliability of the NMB mobile banking services, the study has established that generally, the NMB Mobile Banking services are reliable to the extent of satisfying its customers. Employees were seen to be consistently courteous with customers, always show sincere interest in solving customers’ problems, never too busy to respond to customers, have enough knowledge to answer customers’ questions as well as to deliver services accurately and dependably. Regarding to the strategies to be employed in order to improve the NMB M-banking service delivery, the findings suggested several ways including, to make sure that the M-banking services are free from fraudulent transactions, to ensure customers’ accounts are well kept, the services are available all the time to make customers enjoy it, to strengthen the technology in use, to improve transaction speed, to include the recipient’s name in every transactions, and to widen the M-banking network coverage.
Description
available in print form
Keywords
Mobile banking, Banks and banking, mobile, Customer services, NMB Mobile Banking Services, Tanzania
Citation
Njapuka, H (2011) Factors affecting adoption of mobile banking (m-banking) services among bank customers in Tanzania: case Study of the NMB Mobile Banking Services, master dissertation, University of Dar es Salaam, (available at http://41.86.178.3/internetserver3.1.2/detail.aspx)