Measuring contributions of information technology on banks service offering the case of national microfinance bank (NMB) Ltd

Increasing uses of information technology (IT) helps to solve problems of efficiency, speed and prompt services. This study aimed at measuring contributing of IT on bank services and hence influences customer satisfaction (CS), specifically to assess whether customer are satisfied with operation, to determine major major services quality (SQ) determinants and identify its relationship between these determinants and SQ as well as CS. This study modified SERVQUAL instrument model developed by Parasuraman and others (1990) to gather information. Descriptive statistics (frequencies, means), multiple regressions and correlation analyses were used. Study found that customers were dissatisfied with rendered, there are six factors that determine SQ and among those, service delivery system has strong influence on CS, there is strong positive multiple correlations between SQ determinants and CS as well as SQ itself. Likewise there was significant weak positive correlation between SQ and reasons of shifting bank. Also all sQ determinants showed differences of less than one (P-E), indicating some improvements on services rendered. Full automation of Bank’s services, carrying out a regular and thorough study of customer behavior, increase communication between top manager and customer- contact personnel were recommended to solve existing problems. Further, this study recommends that Banks of Tanzania should develop among others, rules and regulations that would enforce use of modern