Abstract:
The study sought to examine factors hindering the usage of mobile banking services
in Tanzania: A Case of CRDB – Arusha. In this study therefore, a sample of 134 CRDB
customers were used. Simple random sampling design was used to select 100
respondents for this study. Data was collected by use of questionnaires and the data
analysed by the aid of Statistical Package of Social Scientists Program (SPSS). The
findings were summarized and data were presented using tables. Study findings
unveiled that customers had positive perception on the mobile banking services. The
study findings unveiled that study findings revealed that service complications,
network problem, financial transactions security issues and language used in mobile
banking services as well as expensive charges hider customers in using mobile banking
services. The study suggests that with simple language CRDB bank need to keep
mobile banking services simple, secured and in customer-focused products hence
ensure network flow accordingly with reduced customer input. This study concludes
that banks customers has to be motivated in adopting and using mobile banking as the
improve access to financial services and transforming people’s lives specifically in
developing countries like Tanzania. The researcher recommends that, further studies
on the factors for improving mobile banking performance should be conducted.
