A Dissertation Submitted in Partial/Fulfillment of the Requirements for Award of the Degree of Master of Science in Accounting and Finance
(MSC A&F) of Mzumbe University
The study investigated the factors for adoption and benefits of electronic banking to customers using CRDB Bank Morogoro Branch; as a case study, specifically it aimed at assessing the factors determining the customer’s adoption in electronic banking, to analyze the extent to which customers use Electronic banking and assessing the benefits of using electronic banking in conducting banking financial services to customers
One hundred customers were sampled using non probability technique and structured questionnaires were administered to sampled customers. The study used chi-square test to show the relationship between demographic factors and customers’ adoption in electronic banking, while descriptive analysis was used to show the extent of usage of electronic banking services by customers and showing how users perceived the transactional benefits of using electronic banking to conduct banking financial services.
The results of chi-square test indicated that demographic attributes, age, income, education level and occupation had significant influence in the adoption of electronic banking by customers. The results of descriptive analysis showed that most of the users of electronic banking are patronized mostly to ATM, SIM Banking and less to internet banking while frequently using the channels in conducting banking services including viewing bank’s balances, viewing bank statements, fund transfers and bills payment. Lastly the results of descriptive analysis showed that most of the users of electronic banking agreed on the transactional benefits with electronic banking as being convenient, time saving, anytime and anywhere banking facility, efficient transactions, lower transactional costs and a 24 hours service. The study recommended that the CRDB Bank should make electronic banking more useful and usable through increasing customer’s awareness, building customers’ recognition of electronic banking through emphasizing the advantage of e banking and sophistication and improvement of mobile and internet banking.