The impact of service quality on customers’ satisfaction in the mobile banking service use in Tanzania the case of commercial banks

This study assessed the impact of service quality on customers’ satisfaction in the Mobile Banking service use offered by commercial banks in Tanzania. Data were gathered from sample of 250 respondents from five commercial banks in Tanzania namely CRDB PLC, NMB, NBC, BOA and TPB. Respondents were from four regions in Tanzania which are Dar es Salaam, Mbeya, Morogoro and Rukwa. Data were collected using structured questionnaire. Collected data were analyzed quantitatively using Regression analysis with the help of SPSS version 16. The findings of the study reveal that there is a positive relationship among reliability, accessibility, security and responsiveness of Mobile Banking services with customers’ satisfaction. The study recommends that commercial banks in its stipulation of Mobile Banking services should make enormous efforts towards building trust with customers in using Mobile Banking services. The study also recommends that commercial banks should ensure reliable network 24/7 hours in everywhere and at anytime in order to attain high customer satisfaction for users of this service. Finally, commercial banks should provide incessant training to their employees on issues like politeness, etiquette and communication skills while dealing with customers’ complaints or issues related to services.