The Influence of ICT Services Usage on Customer Satisfaction in Financial Institutions:

Abstract

This study aimed at assessing the use of ICT services influence customer satisfaction in financial institutions. The DeLone and McLean Model of Information Systems Success and theory of Competitive Strategy was employed in this study. This study was undertaken using a descriptive study design. Under this research, the target population was customers and officials of NMB - Lushoto Branch. The simple random method was used to select citizens of Lushoto District.Primary data was collected through questionnaires and interviews while document reviews was used to gather secondary data. In this study, qualitative data was analysed using thematic analysis. Quantitative data was analysed using descriptive and inferential statistics with the aid of SPSS. The study found that that to the large extent the use of ICT services influence customer satisfaction in NMB bank. Correspondingly, the study concludes that there is a positive relationship between use of ICT Services and customer satisfaction. The researcher recommends further studies on the customers' perceptions and attitudes toward banking ICT services.