The assessment of customer's perceptions on the technology based service in the banking sector: the case of CRDB Bank Limited
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Date
2007
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
In order to meet the intended objectives, exploratory research design was employed. The approach used for gathering data was questionnaire. Both qualitative and quantitative data were utilized in this study. The study revealed that customers perceive positively the introduction of technology based services in banking sector. The level of customer satisfaction and usage is high, also customers have positive attitude toward technology based services. Despite the positive perception toward technology based services customers do face challenges and security threats when utilizing technology based services. The study has implication to bank management to enhance services quality of technology based services. Also policy maker must create conducive environment in enabling extension of technology based services cost effectively to wider context. Theoretically the study has empirically tested how attitude, satisfaction and usage are related to each other’s and the contributions of service quality towards these constructs.
Description
Available in print form, EAF collection, Dr. Wilbert Chagula Library (THS EAF HG 1616.S36K37)
Keywords
Banks and banking, Computer - based information systems, Customer services, Securities processing
Citation
Kassele, Gabriel H (2007)The assessment of customer's perceptions on the technology based service in the banking sector: the case of CRDB Bank Limited, Masters dissertation, University of Dar es Salaam, Dar es Salaam