Performance analysis of phase one of the national ICT broadband backbone

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University of Dar es Salaam
The objective of the study was to examine customer’s perceptions, attitudes, and preference toward adoption of electronic banking services in Tanzania. Study combined attributes from Technology Acceptance Model (TAM), Theory of Reasoned Action (TRA), and Theory of Diffusion of Innovation (DOI) models. Descriptive design was employed and primary data were gathered through use of a structured questionnaire. Results show that Security, Accessibility, Usefulness, and Ease of use significantly influence customer’s adoption of electronic banking services. Study also revealed Automated Teller Machines (ATM’s) and Mobile Banking as commonly preferred electronic banking services in the country. Furthermore age, education level, income level, and occupation status were the most influential demographic variables affecting adoption of electronic banking services.The results have implications to knowledge, policy, and practice. The study however, recommends that banks should provide free education to customers about Internet Banking, Personal Computer Banking, and Mobile Banking as the way to introduce the services in the country. Also banks should provide banking services in a convenient, reliable, and user friendly way with a maximum security and trust to improve customer’s satisfactions and expectations. Furthermore support from government is required to improve banking industry by proactively participate in improving ICT infrastructure in the country. Also electronic laws should be promoted in order to protect customers and reduce any potential transaction risks.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAFHG1710.T34K84)
Electronic funds transfers, Internet banking, Customer services, Dar es Salaam, Tanzania
Kulwa, D (2013)Examination of customer’s perception and adoption of electronic banking services in selected banks in Dar es Salaam, Tanzania, Master Dissertation, University of Dar Es Salaam. Dar Es Salaam