The adoption of internet banking in Tanzania: the case study of CRDB bank PLC

This study assessed the factors which influence the adoption of Internet banking in Tanzania in the context of CRDB Bank. The study was conducted in Dar es Salaam. The population for the study was customers of CRDB Bank PLC. The study used probability random sampling. Purposive and stratified random sampling procedures were employed. Also, the study used both primary and secondary methods in collecting data. In this study, factors were treated as independent variables and customer adoption of Internet banking as the dependent variable. From the findings of the study; the study recommends that banks should consider customer expectations and the potential impact of service disruptions on customer satisfaction and loyalty. Also support from the government and regulators such as Bank of Tanzania and Tanzania Communication Regulatory Authority (TCRA) should positively influence Internet banking services by increasing the confidence of the adopters.