Attitude, usage of sim-banking services and customer satisfaction in Tanzania

The objective of this research was to assess attitude, usage and satisfaction for sim-banking /sms banking services. The sim-banking service is one of self-service technologies in which banking customers can access their accounts at any time and be able to transact from the comfort of their mobile phones. This research adopted a positivist research paradigm, a practical examination that investigated a phenomenon within its real-life context. Respondents were customers of NMB and CRDB. Number of respondent was 199, 54.8% were male and 45.2% female. Results revealed that there was a positive attitude towards sim/mobile banking but there was, reservation on the issue of safety and service charges. Attitude measure was: 51%, neutral, and 48% and 33% for somehow high and very highly respectively. Also 65.3% of respondents report indicated willingness to continue using the service often. Half of respondents who were non-users of the services indicated security and majority of them perceiving service charges to be high. Therefore, banks that offer the service should try to increase the advertisements and other strategies that would increase the customers. Education and information on the service should be provided so as to motivate potential users. It is also recommended for Banks to consider the issue of ensuring maximum safety to the user of the service and reduce the service charges that are involved per single transaction