Adoption of online banking in Tanzania A case of FBME Bank it
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Mzumbe University
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Dissertation Submitted to Mzumbe University Dar es Salaam Campus College
in Partial Fulfilment of the Requirement for the Award Degree of Masters of
Business Administration (Corporate Management) of Mzumbe University
The study aimed at showing the level of user’s awareness towards online banking in the banking sector. FBME BANK LTD used as the case study. The report went deep in presenting the nature of the problem under discussion and it point out the major facts that are frequently experienced by many banks in preserving their system reliability level of online banking. The main purpose of this research was to see the level of user’s awareness in online banking in the banking industry in Tanzania, level of online banking system reliability as well as to find out how banks can take advantage of opportunities brought in by technological changes. The study adopted mixed methodology and the population was based on all levels of management especially on the Centre for Information and Communication Technology. The study used interviews, observation, questionnaires and documentation as data collection method that has enabled the researcher to gather relevant data and come up with the conclusion after critically being analysed. Data has been presented and analysed using both qualitative and quantitative research techniques. The data obtained was compiled, tabulated, graded in percentages and analysed in relation to research questions thereafter. The population of the study came from the FBME BANK LTD staffs, and other staffs within an organization and appropriate sample size of 40 respondents were used. It was found that FBME BANK LTD has moderate level of customer awareness and less advertises on reliability of internet banking products and services and Addition to that FBME BANK LTD uses common tool of word of mouth advertisement. The researcher recommended that FBME BANK LTD should advertise its online services and use the opportunities available in the market to increase its market share.
The study aimed at showing the level of user’s awareness towards online banking in the banking sector. FBME BANK LTD used as the case study. The report went deep in presenting the nature of the problem under discussion and it point out the major facts that are frequently experienced by many banks in preserving their system reliability level of online banking. The main purpose of this research was to see the level of user’s awareness in online banking in the banking industry in Tanzania, level of online banking system reliability as well as to find out how banks can take advantage of opportunities brought in by technological changes. The study adopted mixed methodology and the population was based on all levels of management especially on the Centre for Information and Communication Technology. The study used interviews, observation, questionnaires and documentation as data collection method that has enabled the researcher to gather relevant data and come up with the conclusion after critically being analysed. Data has been presented and analysed using both qualitative and quantitative research techniques. The data obtained was compiled, tabulated, graded in percentages and analysed in relation to research questions thereafter. The population of the study came from the FBME BANK LTD staffs, and other staffs within an organization and appropriate sample size of 40 respondents were used. It was found that FBME BANK LTD has moderate level of customer awareness and less advertises on reliability of internet banking products and services and Addition to that FBME BANK LTD uses common tool of word of mouth advertisement. The researcher recommended that FBME BANK LTD should advertise its online services and use the opportunities available in the market to increase its market share.
Keywords
online banking