Relationship between adoption of mobile banking and customer service satisfaction evidence from selected banks in Tanzania
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Date
2015
Authors
Journal Title
Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
The advancement in technology among mobile network operators and information technology has vastly transformed the banking industry in the world and the way banks save customers efficiently. These developments in technology facilitate banking industry in conducting business transactions, trading, and purchasing of goods and services without much effort. It is evident that innovation and adoption of mobile banking technologies by banks institutions are expected to lead to a more efficient banking system and it also could contribute to the development of the nation through promotion of better financial services. Nevertheless, determining the characteristics of mobile
banking services and how banks could achieve a proper relationship with customers through mobile banking is vital for development of mobile banking. Therefore, this study assessed relationship between adoption of mobile banking and customer service satisfaction, the case being selected banks in Tanzania by focuses primarily on identifying the factors that affect customer satisfaction in mobile banking services. The main variable considered in the study consists of customer perception, problem faced, Transaction charges and perception of risk. The research methodology mainly focused on gathering primary data using a questionnaire. Four hypotheses developed based on the variables that affect the consumer acceptance of mobile banking services and its relationship to the customer service satisfaction. The findings of the study reveal that customer perception and problems faced by customer has positive influence to customer perception on service satisfaction of mobile banking while transaction cost has negative influence to customer perception on service satisfaction of mobile banking. Surprisingly, the study has revealed that perceived risk has no significant influence on customer perception on service satisfaction of mobile.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark ()
Keywords
mobile banking, customer service, banks
Citation
Abdallah, O.J. (2015) Relationship between adoption of mobile banking and customer service satisfaction evidence from selected banks in Tanzania. Master dissertation, University of Dar es Salaam. Dar es Salaam.