A Dissertation submitted in Partial fulfillment of the Requirement for the Award of
the Degree of Master of Business Administration (MBA-Corporate
Management) of Mzumbe University
This study aimed at assessing the effectiveness of mobile banking on customers‟
satisfaction in banking services with reference to KCB Bank, Morogoro branch. It dealt
with three specific objectives which included, identifying mobile banking accessibility
by KCB customers; assessing the efficacy of mobile banking services on customers‟
satisfaction and identifying the challenges facing KCB customers in using mobile
banking services. The study involved 110 KCB customers and 10 KCB officials. The
sample was obtained through simple random and purposive sampling techniques. The
sample size for the study was 120 respondents. Primary data was collected using
questionnaires. Data collected were analyzed and processed through descriptive analysis,
organized and presented using tables, charts.
The results showed generally that; mobile banking services are accessible to KCB
customers through Vodacom, Airtel and Tigo users. Additionally the study found that
mobile banking services has great efficacy on customers‟ satisfaction. Thirdly the results
found that challenges facing KCB customers in using mobile banking services include
network problems, delays of transaction and sometimes customers send funds to wrong
mobile numbers which becomes difficult to recover them.
The study showed the effectiveness of mobile banking on customers‟ satisfaction using a
case of KCB Morogoro branch. It is therefore recommended that first, the owners of
mobile phone companies, KCB management and all stakeholders in this industry should
work together to resolve network problems. Additionally both parties should work
together to ensure that customers transaction are processed on time to avoid delays and
complains.