Factors influencing customer satisfaction with internet services in banking financial institutions: the case of National Bank of Commerce (NBC) 2000 and Standard Chartered Bank

Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet banking is still at its earliest stages and so there is a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC) 2000] that offer Internet bankijng services with the objective of assessing the factors that influence customer satisfaction in Internet Banking. A sample of 84 respondents was selected through convenience sampling. Data collection was done through questionnaire and website survey. The findings revealed that quality of service specifically ease of use and security issues influence customer satisfaction. For non Internet bank customers, level of awareness was among the reasons as to why customers do not use Internet banking services followed by security of the services and higher Internet banking charges for individual customers. To improve the situation, the study recommends that the management should train its customers on how to perform and operate Internet banking services, should communicate to the customers about the security of their services as this will retain customers, attract new ones and increase the market share. Promotion activities should also be conducted to prospective customers. The government needs also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in age of information.