The effect of mobile banking usage on customer attraction and retention in the commercial banks of Tanzania a case study of CRDB bank in Dar es Salaam
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Date
2015
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Publisher
University of Dar es Salaam
Abstract
The aim of this study was to determine the effect of mobile banking usage on customer attraction and retention in the commercial banks of Tanzania. Specifically, the study determined how independent variables like intra and interbank fund transfer, utility bill payments and account balance enquiry influences dependent variable, which is customer attraction and retentions. Three hypotheses which comprised thirteen parameters were analyzed. A structured questionnaire surveyed a sample of 74 CRDB bank customers who were randomly selected in Dar es Salaam city. The study used chi-square to quantitatively analyse data basing on the study objectives. The study determined the extent to which independent variables influence customer attraction and retention. All latent variables were found to be effective in influencing customer attraction and retentions. Due to these results, recommendation was made on the basis of three objectives that all commercial banks need not only to employ mobile money services, but also to embark on a campaign that raise consciousness to customers on the importance of mobile money service. More importantly, it was further recommended that more protective measures need to be put in place in order to assure safety of customers’ funds.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HG1616.M54T34C4754)
Keywords
Banks and banking mobile, Customer services, Banks and banking, Cooperative and Rural Development Bank, Tanzania
Citation
Chitumbo, M.M. (2015) The effect of mobile banking usage on customer attraction and retention in the commercial banks of Tanzania a case study of CRDB bank in Dar es Salaam, Master dissertation, University of Dar es Salaam, Dar es Salaam