ICT factors for performance improvement in banking services in Tanzania: the case of CRDB Bank Limited.

Many companies including financial institutions, have invested their resources in acquiring Information and Communication Technology (ICT) infrastructure in order to enable them increase productivity and be at the competitive level with their competitors. The banking industry is leading in Tanzania in investing millions of dollars in order to have ICT systems, which will enable them keep pace with business competitions. This research aimed at investigating the extent to which ICT factors have improved performance in banking services in Tanzania. The CRDB was taken as the case. The study was on how ICT has changed patterns and the manner of working in the bank. ICT has played a big role in banking services transformations from manual and semimanual service provision to customers to modern ways. The study has revealed that there is an increased morale in regard to working environment; increased business without increasing number of employees, improved customer services and increased customer satisfaction. Customers can access banking services seven days a week, 365 days a year. However , ICT is not reliable because bank statements are not available on time. Millions of Tanzanian shillings have been invested in ICT. It is for the management of bank to use ICT in reducing expenses and hence improve productivity. The study advocates for management to reduce expenses through ICT acquisition.