Factors influencing mobile banking customers’ satisfaction in Tanzania

dc.contributor.authorKombe, Frida James
dc.date.accessioned2019-11-12T11:03:25Z
dc.date.accessioned2020-01-08T09:51:54Z
dc.date.available2019-11-12T11:03:25Z
dc.date.available2020-01-08T09:51:54Z
dc.date.issued2014
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG1616.M54T34K65)en_US
dc.description.abstractGlobally, 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.en_US
dc.identifier.citationKombe, F. J (2014) Factors influencing mobile banking customers’ satisfaction in Tanzania, Master dissertation, University of Dar es Salaam. Dar es Salaam.en_US
dc.identifier.urihttp://localhost:8080/xmlui/handle/123456789/5390
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaamen_US
dc.subjectBanks and bankingen_US
dc.subjectmobileen_US
dc.subjectConsumer satisfactionen_US
dc.subjectCustomer satifasfactionen_US
dc.subjectTanzaniaen_US
dc.titleFactors influencing mobile banking customers’ satisfaction in Tanzaniaen_US
dc.typeThesisen_US

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