A Dissertation Report Submitted in Partial Fulfillment of the Requirements for
Award of the Masters of Business Administration (MBA)
of Mzumbe University
This study identified the customers’ perceptions on the contribution of mobile
banking on business growth. The study used different research objectives as to find
out SMEs perceptions on facilitation conditions of NMB Mobile banking services, to
find out SMEs perceptions on challenges facing NMB Mobile banking and to
analyze SMEs perceptions on the contribution of NMB Mobile banking on business
growth. In this study, a researcher collected data from 125 SMEs and 50 NMB
Employees from department of commercial, Customer Services. IT and back office;
making total sample size equals to 175 respondents, using questionnaires and
document analysis techniques. The data was analyzed using percentages and
frequency distribution and content analysis.
The study findings conclude that, Mobile Banking is an important component of
financial development, including opportunities for banking to population in rural
areas. Indeed, evidence from this study has shown that more than half population
perceived NMB Mobile banking to have improved business growth, increased sales,
increased profitability, increased customer base, lower transaction costs and lower
income inequality. In addition to facilitating business growth, Mobile banking helped
individuals smooth their income, transfer funds, and broaden investment
opportunities. Testimonies have been evidenced in promoting individuals fund
transfer, reduced long queue in banking hall, saved individual time and money,
facilitated trade and commerce and improved individual accessibility to different
banking product and services.
Despite this positive contribution, Contribution of NMB Mobile banking on business
growth is hindered by low population that own mobile phones, inadequate awareness
on facilitating conditions of NMB mobile banking, high transaction costs of mobile
banking, inadequate education on how to use NMB Mobile banking.