The effects of mobile banking usage on customer attraction and retention among commercial banks in Tanzania: the case of National Microfinance Bank (NMB) Plc Dar es Salaam Municipal.

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Date
2018
Journal Title
Journal ISSN
Volume Title
Publisher
University of Dar es Salaam
Abstract
The main focus of this study was to assess the effect of mobile banking usage on customer attraction and retention among commercial banks in Tanzania. In order to attain the research objectives of this study, a sample of 107 respondents were obtained through convenient sampling and were also involved in data collection. Descriptive statistics and frequency analysis were the main data analysis techniques deployed. The study found out that majority of the respondents perceived that the use of mobile banking were based on the attributes such as convenient ubiquity, mobility and portability. Additionally services were seen as secured when transactions are in order and of low cost, and the possibility of bypassing physical theft due to the fact that they are done virtually. Other features that attract customers as revealed by the respondents include the easy at which transactions are done, timeliness, and access to a wide range of services, Moreover, several factors such as reliable network coverage, online related or cyber-security concern, knowledge and skills, language problem were found to be the main and most important factors that hinder the use of mobile banking services in Tanzania. All of the outlined factors if managed well by service providers could influence positively the usage of mobile banking services and create include customer satisfaction among others.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library.
Keywords
Mobile banking, Commercial Banks, National Microfinance Bank (NMB), Customer attraction and retention
Citation
Ndunguru, N. F. (2018). The effects of mobile banking usage on customer attraction and retention among commercial banks in Tanzania: the case of National Microfinance Bank (NMB) Plc Dar es Salaam Municipal. Master dissertation, University of Dar es Salaam. Dar es Salaam.