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Mobile banking is a service provided by a bank or other financial institution that allows its customer to carry out financial transactions remotely using an electronic device, such as cell phones, tablets or laptops. Mobile banking is normally open 24 hours a day. Increased consumer use of mobile banking would contribute to the success of sensitive customer information protection.
The aim of this study was to evaluate the performance of mobile banking in the banking sector in Tanzania taking as case study the branch of CRDB bank Mlimani City. The goal of the study was to evaluate the degree to which customers were aware of mobile banking, to examine the degree of customer satisfaction preference over the use of mobile banking, and to assess the problems faced by consumers while using mobile banking and to suggest effective ways of marketing approach to be used in improving mobile banking sales.
The study used case study design and sample size consisted of 107 respondents from a population of 150 customers who were active users of mobile banking services within a period of one month. The study used simple random sampling techniques in the selection of the respondents and the analysis approach used for data collection was questionnaire as the key tool for data collection, the quantitative data analyzed by SPSS
The study found that CRDB Bank customers were aware of the nature of mobile banking, but some of the features have limitations that need to be addressed as a matter of fact. Some vulnerabilities have so far been recorded as fraudulent events and non-insurance of customer sensitive information. The level of mobile banking at CRDB Bank is moderate according to the test. Based on the report's findings, it is recommended to concentrate on marketing strategies to ensure a closed sharing with consumers of new released goods. Consumers should also be well aware of the value of mobile banking. |
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