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The study based on The effects of an Electronic Banking on customer satisfaction in Tanzania Banking industry, a case of CRDB T (LTD) Mbagala.The study investigated, the effects of using e banking and the customer’s satisfactions on E-banking in CRDB Bank T (LTD). Also the study was investigate the availability of e-banking services and the Customer’s challenges on E-banking in CRDB Bank T (LTD) and ways to solve the challenges facing the Customers on using E-banking in CRDB Bank T (LTD. The sample size was 56 respondents out of 65 of targeted population that was equal to (60.7%) Male and (39.3%) Females. The data were analysed using SPSS software by calculating the percentages of the respondents, corresponding to their answers. Data collection methods were questionnaires and interview questions. The study revealed different effects affecting the bank customers using e-banking services products, such effects were on accessibility, time factor, availability, user friendly and security. It was also revealed that, level of education and experience level on the uses of e-banking has greater effects on customer satisfactions. The study revealed different challenges such as; network problems, low amount in withdrawing or account transfers, systems misbehaves, power and electronic problems, security challenges and cyber-crimes. The study concluded that there were benefits of using E-banking such as; time saving, easy access to account and convenient in the use of the products. .It was recommended that education to customers should be encouraged in the bank to attract more customers. |
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