The convenience of electronic banking towards customer satisfaction in Tanzania: a case of first national bank (t) limited
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Date
2014
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Publisher
University of Dar es Salaam
Abstract
The introduction of electronic banking in Tanzania has come along with different views. First National Bank (T) Ltd, with its first footsteps in Tanzania since 2011, came along with the view of attracting more customers and maximising profits while making its brand known to the people of Tanzania. One of the best products the bank offered was electronic banking (internet banking). This service was still new to many people and customers in Tanzania. Many bank customers only knew about electronic banking as being the use of ATMs. Thus the problem persisted because several customers were not ready for the use of such a system. The location of the bank branches affected the convenience and security formed the core of the problems. The research determined the relationship between location, security and readiness to convenience of electronic banking towards customer satisfaction in Tanzania. A survey research methodology was used with both qualitative and quantitative paradigms. Analysis was done by SPSS and test of hypotheses through chi square test. Findings revealed a relationship between location, security and readiness to convenience of e-banking towards customer satisfaction. The study concludes that, convenience of electronic banking towards customer satisfaction can be achieved through good location of bank branches, high security systems and readiness of the customers to use electronic banking services. Hence, maximization of profits and more customers to the bank is enhanced. In sum, the introduction of electronic banking products has brought a great relief to the banking sector, as proven from the case of First National bank (T) Ltd. If financial institutions continue to invest in Information Technology (IT), there will come a time when most banking transactions take place outside the banks’ premises.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark ( THS EAF 1708.7.T34R852)
Keywords
Electronic funds transfer, Internet banking, Customer satisfaction, Tanzania
Citation
Rwamuyagaza, E. (2014) The convenience of electronic banking towards customer satisfaction in Tanzania: a case of first national bank (t) limited, Master dissertation, University of Dar es Salaam. Dar es Salaam.