The role of mobile banking in customer satisfaction: the case study of national microfinance bank (NMB)
| dc.contributor.author | Mujemula, David | |
| dc.date.accessioned | 2019-11-16T07:46:19Z | |
| dc.date.accessioned | 2020-01-08T09:52:13Z | |
| dc.date.available | 2019-11-16T07:46:19Z | |
| dc.date.available | 2020-01-08T09:52:13Z | |
| dc.date.issued | 2009 | |
| dc.description | Available in print form, East Africana Collection, Dr. Wilbert Chagula Library. | en_US |
| dc.description.abstract | The study set out to determine the role of mobile banking in customer satisfaction. Mobile banking is a key component in any success of today’s financial offerings as it offers high ability to provide services anywhere, anytime, high rate of penetration and potential to grow. To achieve the objectives the study used a sample of 50 respondents who were randomly selected. Data were collected through the use of questionnaire instrument and interviews, observation and focus group discussions. Data were computed and analyzed to determine the impact of the variables on customer satisfaction. The findings indicate that mobile banking facility positively influences customer satisfaction. Based on the findings, it was therefore concluded that there is customer satisfaction on the use of mobile banking. The following major recommendations were made; banks should improve their customer care services by responding timely to customers queries; increase security over mobile financial transactions; the government should review the legal framework to combat network crimes. Banks should embark on the provision of financial education to their members to stimulate awareness and features of the facility. | en_US |
| dc.identifier.citation | Mujemula, D (2009) The role of mobile banking in customer satisfaction: the case study of national microfinance bank (NMB), Master dissertation, University of Dar es Salaam. | en_US |
| dc.identifier.uri | http://localhost:8080/xmlui/handle/123456789/5442 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Dar es Salaam | en_US |
| dc.subject | Mobile banking | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | National microfinance bank (NMB) | en_US |
| dc.title | The role of mobile banking in customer satisfaction: the case study of national microfinance bank (NMB) | en_US |
| dc.type | Thesis | en_US |