A Dissertation Submitted in Fulfilment of the Requirement for Award of the
Degree of Master of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
For the past decades, there has been an increase in the adoption of e-banking usage in
Tanzania catalyzed by the improvement of Information and Communication
Technology in the country. The general objective of the study was to impact of
electronic banking on customer satisfaction in the Tanzanian banking industry. The
study specifically aimed at assessing the impact e-banking services on the customer's
satisfaction among the KCB customers in Tanzania, the benefits associated with ebanking usage among the KCB customers in Tanzania as well as the challenges find
out the challenges associated with e-banking usage among the KCB customers in
Tanzania. The case study research design was employed in this study for the aim of
obtaining the accurate information concerning the role of e-banking on the rise of
customers’ satisfaction whereby the Kenya Commercial Bank (KCB) was used as the
case study. The samples of 100 respondents were used by the researchers who were
obtained through both simple random sampling as well as the purposive sampling
technique.
The field results have revealed that e-banking is having the number of benefits which
have led to an increase in bank customers’ satisfaction. The study has revealed that ebanking services have increased the customers’ satisfaction due to the convenience
and accessibility of services. The study has revealed that the e-banking technology
used by KCB has succeeded to meet the customers’ expectation despite the
challenges hindering its effectiveness such as the poor network coverage and the low
knowledge on the application of e-bank technology. The study has recommended for
the improvement of the technological infrastructures used in e-banking technology by
connecting stakeholders involved in the e-banking service cycle such as the network
companies.