Investigating social and psychological barriers to customer’s adoption of mobile banking: a case of CRDB Bank Plc
| dc.contributor.author | Foy, Peter | |
| dc.date.accessioned | 2020-05-25T13:39:09Z | |
| dc.date.available | 2020-05-25T13:39:09Z | |
| dc.date.issued | 2016 | |
| dc.description | Available in printed form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG1616.M54T34F69 ) | en_US |
| dc.description.abstract | This study aimed at investigating Social and Psychological barriers to customers’ adoption of mobile banking services. The specific objectives of the study were (a) To determine how social /culture influence (habit, value or culture) affect customers’ adoption of mobile banking services (b) To determine customers psychological influence (belief, fear or trust) towards adoption of mobile banking services (c) To determine the extent to which social and psychological barriers have affected the readiness and rate of customer’s adoption of mobile banking services. Different literatures were reviewed and theories related to mobile banking adoption were mentioned to explain the problem. A descriptive research design was employed in which data were collected from 140 customers of five CRDB branches located at Ilala in Dar es Salaam. Findings from the study reveal seven factors to be the main barriers that affect customers’ adoption of mobile banking service. These are: discomfort in using mobile banking services; incompatibility with customers life and work style; habit of visiting the bank more than utilizing the services from the handset, fear of leakage of customers information and bank inability to protect customers’ information as well as discomfort and readiness of customers to use the services on their own. The factors were associated with fear, habit, values, trust and belief. Based on the findings, it is recommended that CRDB bank should make effort to educate customers on the positive aspect of mobile banking and lay emphasize on making sure that negative aspect such as fear and mistrust are actually minimal. It is also recommended that seminars should be held for customers on how to use mobile banking services. | en_US |
| dc.identifier.citation | Foy, P. (2016) Investigating social and psychological barriers to customer’s adoption of mobile banking: a case of CRDB Bank Plc. Master dissertation, University of Dar es Salaam. Dar es Salaam. | en_US |
| dc.identifier.uri | http://41.86.178.5:8080/xmlui/handle/123456789/11487 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Dar es Salaam | en_US |
| dc.subject | Banks and baning | en_US |
| dc.subject | mobile | en_US |
| dc.subject | Ilala district | en_US |
| dc.subject | Dar es Salam region | en_US |
| dc.subject | Tanzania | en_US |
| dc.title | Investigating social and psychological barriers to customer’s adoption of mobile banking: a case of CRDB Bank Plc | en_US |
| dc.type | Thesis | en_US |