Factors Hindering the Usage of Mobile Banking Services in Tanzania:

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.