The effect of technology-based encounters on quality of services, customers’ satisfaction and network security on e-banking in Tanzania: the case of NBC (T) Limited and CRDB Bank Limited
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Date
2009
Authors
Journal Title
Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
Information Technologies (IT) is becoming significant strategic area for financial institutions development. However, the development of IT should go with the focus of meeting customers’ needs. The thrust of this study was to understand the customers’ perception on the use of IT enabled services in the banking sector in Tanzania focusing on quality of services, customer satisfaction and network security. A cross sectional descriptive study involving a total of 95 users of technology-enabled services (22 online bankers and 73 ATM users) was conducted in Dar es Salaam. The study interviewed respondents by using a 5-scale linkert type questionnaire. Kolmogorov smirnov and Chi square techniques were used to analyze the relationship between technology-based services encounters with quality of services, customer satisfaction and network security. The findings were that technology-based service encounters were perceived to have no effect on the quality of service and to customer’s satisfaction. After customers’ experiencing technology-based service encounters, it was revealed that the service quality has a positive effect on customers’ satisfaction; and Network security contributes a positive moderating effect on both service quality and customers satisfaction. The implication of the study to the bank management is that they should make the IT enabled services known to users and assure the customers on the security of the technology.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark (THS EAF HG1709.T34S55)
Keywords
Customer service, Banks and banking, Electronic banking, computer security
Citation
Simbamwaka, J (2009) The effect of technology-based encounters on quality of services, customers’ satisfaction and network security on e-banking in Tanzania: the case of NBC (T) Limited and CRDB Bank Limited, Master dissertation, University of Dar es Salaam