EFFECT OF ELECTRONIC BANKING ON CUSTOMER SERVICES SATISFACTION IN TANZANIA

Abstract

Technology has transformed the whole world set up in all industries of work banking Industry included. In Tanzania the beginning of e-banking, only a few numbers of customers would prefer it, due to some challenges, including reliability, accessibility and availability of such services. The aim of this study was to examine the effect of e-banking on customers satisfaction in banking industry in Tanzania, using NMB Muleba PLC a case of study_ The specific objectives were to explore the attitudes of custorners on etanking services, to identify the risks related to electronic banking services and to find out how to address the risks pertaining to electronic banking services. The approach employed in this research were both quantitative and qualitative. The design of this study was a case study and the simple random sampling and purposive sampling, whereby purposive sampling used to get more of professional details. Documents reviewed to get secondary data found in books, joumals and other literaturesThe tweeted group (Bank custorners) was represented by a hundred respondents. select. randomly and15 respondents been bank profesionals selected purposively Therefore, the total number of respondents was 100, who were selected out of 2305 customers (Population). Data collection method employed include, interview, questionnaires, a. documentary review. The targeted group (Bank customers a. bank staffs) is estimated tob 2320 which were selected randomly to ho qual chances of MI customers to be selected. The analysis of the findings done using statistical Package for Social Science Studies (SPSS), where by correlation and Regressions were used to measure the t and p status of the parameter/variables, On the other hand, qualitative data were analysis using the thematical analysis method. The findings reveal. that most respondent were those customers who had experienced banking service frorn one to years and the level of attitude analysis show that, the attitudes of Customers with e banking revealed that 89 7 percent were not satisfied while 10.3 percent of customers were satisfied with etanking services. The study concludes that in order to make customer satisfied with e-banking services, variables like security, accuracy, time, accessibility and responsiveness are key factor for customers' attitude with services moreover, the study and recommended that all policies that shall propagate the advantages of e-bank must be announced with great efforts by all industry stake holders.