Assessment of the effects of website quality on customer satisfaction in Tanzania: a Case of Ecobank Tanzania

dc.contributor.authorKanga, Frederick Furaha
dc.date.accessioned2020-04-22T18:34:37Z
dc.date.available2020-04-22T18:34:37Z
dc.date.issued2017
dc.descriptionAvailable in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.335.T34K36)en_US
dc.description.abstractThis study was designed to assess the effect of website quality on customer satisfaction in Tanzania. Specific objectives of the study were to assess the effect of richness of website content on customer satisfaction, to evaluate the effect of website designs on customer satisfaction, to determine the website usability among Ecobank customers and to assess the perception of website usefulness as a communication tool. The study employed quantitative approach, where 100 customers of Ecobanks participated in the study willingly. Data were analyzed through SPSS using descriptive statistics where frequency tables and chi square tests were performed to determine relationship among variables. The findings revealed that website content, website design, website usability and website usefulness have an effect on customer satisfaction by making customer access updated information of the company’s products and services easily and the required time and speed. In addition, the chi square and Somers’d test confirmed presence of positive relationship between website content, website design, website usability and website usefulness against customer satisfaction. The study recommends that managers and policy maker should make sure that quality of websites is given much attention so that website content and website design are considered effectively so as to make websites attractive and user friendly so that customers are satisfied through getting accurate, update, reliable and right information.en_US
dc.identifier.citationKanga, F F (2017) Assessment of the effects of website quality on customer satisfaction in Tanzania: a Case of Ecobank Tanzania,Master dissertation, University of Dar es Salaam. Dar es Salaamen_US
dc.identifier.urihttp://41.86.178.5:8080/xmlui/handle/123456789/9901
dc.language.isoenen_US
dc.publisherUniversity of Dar es Salaam,en_US
dc.subjectConsumer satisfactionen_US
dc.subjectWeb sitesen_US
dc.subjectQuality controlen_US
dc.subjectEcobank Tanzaniaen_US
dc.subjectTanzaniaen_US
dc.titleAssessment of the effects of website quality on customer satisfaction in Tanzania: a Case of Ecobank Tanzaniaen_US
dc.typeThesisen_US

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