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This study was conducted to find out the factors hindering customer adoption of internet banking in commercial banks using the CRDB bank kijitonyama branch in Dar es Salaam as a case study. This study also specifically focused on the specific objectives like to examine the customer perception on the meaning of internet banking in commercial banks, to determine the challenges facing customers when using internet banking, and to describe the strategies for the increase of customers’ adoption of internet banking in CRDB Bank plc.
The concept and meaning of internet banking have been deeply discussed in chapter two by reviewing the literature. The conceptual framework also has been developed in this chapter concerning the objectives of the study and literature review. The Sampling techniques adopted was convenience or accidental sampling technique as a type of non-probability sampling which involves the sample being selected from that part of the population which is close to hand, such that, a participant is selected because it is readily available and was convenient to be selected. In this study, factors were treated as independent variables and adoption of Internet banking as the dependent variable. Also the research design used was a case study design. And the study carried out in the Dar es Salaam region, sample size comprised of 40 respondents who were customers and bank officers. Respondents also the data collection method, unity of analysis, the population of the study, and analysis method all of this is explained in chapter three.
Chapter four presents the findings in the form of tables, and figures using IBM SPSS statistics 20 as a tool for data analysis. It was revealed that among the factors hindering customer adoption of internet banking included customer attitudes, perceived risk, awareness, trust, and security. Therefore, the study generally recommends that Banks in Tanzania should advertise the internet banking services by giving out its features to
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create a positive attitude or perception among its customers toward internet banking services and they should increase the customers' awareness of the usefulness of internet banking services through advertising and long term customer services parallel and ensure the security of their money. Also, support from the government and regulators such as the Bank of Tanzania and Tanzania Communication Regulatory Authority (TCRA) should positively influence Internet banking services by increasing the confidence of the adopters.
The study also concluded that banks should also provide appropriate training and supervision to clients regarding the use of internet banking. |
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