Factors influencing mobile banking customers’ satisfaction in Tanzania

Globally, the advancement of mobile phone technology have changed the way banking businesses are conducted. This study aimed at determining the factors influencing mobile banking customers’ satisfaction in Tanzania. To achieve the main research objective it was necessary to formulate three objectives. Which are to analyze the factors influencing mobile banking customers’ satisfaction in Tanzania, investigate on the mobile banking service quality attributes articulating customer’s satisfaction; and to determine challenges faced by the users of mobile banking services. The study was conducted in Dar es Salaam region. In the process 150 respondents were contacted. The analysis was mainly for descriptive where mean values and frequencies were computed using SPSS. Findings show that the uses of the mobile banking are ranked differently and users make use of the mobile banking services mostly for balance requisitions. Mobile banking service qualities articulating customer satisfaction were ranked differently in each of the service quality measurements empathy, reliability and responsiveness lastly the challenges faced by the users of mobile banking services were lack of awareness and knowledge/skills seems to be the most critical one, followed by the risk of unknown, security of the e-based transition and risk of e-related transaction. The physical loss of handset seems to pose less threat to users of mobile banking.