Dissertation Submitted in Partial Compliance with Requirements for the Award Master Degree of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
Information and Communications Technology (ICT) plays a greater role in business
transactions including banking sector in Tanzania. This research examined the influence of
Information and Communications Technology (ICT) on the service delivery and customer
satisfaction in the banking industry. Basing on findings by other authors with regards to uses
of ICT in service delivery this research explored which constraints face DTB Bank in using
ICT and how ICT influences customer satisfaction.
This study was carried out at DTB Bank by interviewing 120 sampled respondents; 20 Bank
staffs and 100 customers. The findings showed that, clients were aware of the services
provided by the bank. There are well-established ICT department managed by professional IT
personnel as well as staffs undergo regular ICT trainings. The study also found that, several
constraints including lack of awareness by customers on some products/services and high cost
of acquiring, installing and servicing equipment.
Finally, the study end-up by recommendations for improvement status quo and further
research by identifying the areas identified during the study which needs improvement.
Recommendations recommended including, the bank should develop user guide manuals to be
given to every new customer in order to help them learning how to operate systems such as
ATMs. DTB Bank should enable the ATM machines for depositing to be in most of the
branches so as to avoid the long line inside the bank hall especially at the ends of the months
or during the starting and middle of the year whereby school fees are paid for the students.
The government through the Central Bank or Ministry of Finance to subsidize banks that
invests heavily in new ICT technology.