The determinants of e-banking adaptation in Tanzania commercial banks a case study of CRDB Bank Holland House Branch

Despite the fact that Banks open doors to technological transformation through implementing E-Banking services but rate of adaptations is slow which rise a battle among scholars on what exactly determine E-Banking adaptation. The main objective of the study is to examine the determinants of E-banking adaptation in Tanzania Commercial Banks by taking CRDB Bank Holland House branch as a case study organization. The study guided by five specific objectives as covered by five perception factors which include; to assess the influence of perception on reliability, perception on ease of use, perception on usefulness, perception on cost and perception on security to the adoption of E-banking at CRDB Bank Holland House branch. A case study design employed and 95 respondents selected as sample of the study to include 90 CRDB bank customers and 50 Bank staff in Dar es Salaam city. Purposive sampling used to obtain 5 respondents from Bank staff because they form key part of the CRDB inside information’s and simple random sampling techniques used to obtain 90 respondents from Bank customers because each customer has an equal chance of representing other without classifications. Primary and secondary data used and were collected by using questionnaire. Data analysis conducted by the use of Statistical Package of Social Science (SPSS). Findings of the study indicated that Perception on Usefulness (PU), Perception on Ease of Use (PEOU), Perception on Security (PS) and Perception on Cost (PCS) have significant influence on E banking adaptation at CRDB bank except for Perception on Reliability (PR). Basing on findings, First study recommend Banks to offer proper education and training to the customers emphasizing the relative ease and safety in using E Banking services so as enhance their overall confidence in the use of E Banking services in the long term. Second, Banks should increase service value by collaboration: collaborate with internet service providers; offer free internet access; expand banking service across banks; and increase linkages to suppliers and merchants. Third, Banks should use market segmentations of E-Banking services. There should be as many phases of E-Banking services with varying costs to provide opportunity to people with all incomes and class to adopt the services and lastly Banks to provide value to customers: monitor the historical bank usage of customers to know their needs; and provide customized services to customers. On policy implications, study recommend Banking sector ITC policy set up. This will act as bedrock for massive campaign on E banking adaptation towards massive financial inclusion. On area for further research, study recommended that another study must conducted to cover more than one bank and sample size with combination of organizational factors to find out determinants of E-Banking adaptation in Tanzania banking industry.