Investigating e-banking and Customer Satisfaction in Tanzanian Banks, A Case of Azania Bank LTD

The study was on the E-banking and customer satisfaction in Tanzanian banks; the case of Azania Bank LTD. The study investigated the factors which enhances the adoption of E-banking in Tanzania, the Customers perception on E-banking in Tanzania, the impact of e-banking functionality on the satisfaction outcomes, risks of using of E-banking in Tanzania, the accessibility of E-banking to bank customers in Tanzania, on whether E-banking is convenient to ordinary bank customers in Tanzania and whether E-banking is secure enough for E-banking customers in Tanzania. The study involved (58.5%) Males and (41.5%) Females. Data collection methods were questionnaires and interview questions. The study revealed different factors causes Azania bank to adopt E-banking system such as Government support, availabilities of the equipments, customers satisfaction on their needs, competition, perceived ease of use and usefulness, trust and security, level of education and income level. It was also revealed that more than (60%) of customers were satisfied with e-banking system in the Azania Bank. The results indicated that (82%) of respondents stated that they actually spend less time using E-banking. Different risks of e-banking revealed such as operational risks: legal risks: reputation risks: security codes control. It was noted that accessibility, convenient and secure of e-banking are essential in e-banking system. It was concluded that customers prefer ATM among the E-banking products because of its effectiveness and user friendliness. It was recommended that Education and marketing of E-banking products should be encouraged in the bank to attract more customers.

Level dc:type.qualificationlevel

masters

Grantor dc:publisher.institution

The Open University of Tanzania

Year dc:date.issued

2013

Author dc:creator

• Kawamala, Nester

• 658 Gerneral management

Language dc:language

en