Enhancing Service Delivery of Commercial Banks Through Mobile Banking Technology: Impact and Influencing Factors
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Mzumbe University
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A Dissertation Submitted in Partial Fulfillment of the Requirements for Award
of the Degree of Master of Business Administration in Corporate Management
(MBA-CM) of Mzumbe University
This study aimed at determining influencing factors of mobile banking technology and its impact on enhancing service delivery of commercial banks in Tanzania with a case of Stanbic Bank Tanzania. It dealt with four specific objectives which included to determine level of awareness of customers on mobile banking, to determine factors that influence customers to adopt mobile banking, to determine challenges faced by customers on mobile banking, and to assess impact of mobile banking technology and service delivery. The sample size for the study was 110 respondents. The sample comprised of 100 customers and 10 employees from Stanbic. The sample was obtained through simple random and purposive sampling techniques where data were collected using questionnaires and interviews. Data was then analysed through descriptive analysis and later presented using tables. The study revealed that customers are influenced by certain factors to adopt mobile banking and this has an impact on service delivery however they face challenges in their adoption of this. It showed account to mobile wallet transfer was the most sought-after mobile banking service in terms of level of awareness. It also revealed that marketing mobile banking services is one of the main factors influencing adoption of mobile banking services among customers but there was evidence that slowness of mobile banking was a major challenge hindering adoption of mobile banking services. In the end the study showed that mobile banking technology impacts service delivery in the way that it reduces cost of accessing banking services, time, paperwork and queues. It is therefore recommended that commercial banks in Tanzania should improve their service uptime by minimizing downtime and run updates of their systems to ensure high availability of the service. The study also recommends a review of the service cost charges set for the mobile banking and have a user-friendly interface.
This study aimed at determining influencing factors of mobile banking technology and its impact on enhancing service delivery of commercial banks in Tanzania with a case of Stanbic Bank Tanzania. It dealt with four specific objectives which included to determine level of awareness of customers on mobile banking, to determine factors that influence customers to adopt mobile banking, to determine challenges faced by customers on mobile banking, and to assess impact of mobile banking technology and service delivery. The sample size for the study was 110 respondents. The sample comprised of 100 customers and 10 employees from Stanbic. The sample was obtained through simple random and purposive sampling techniques where data were collected using questionnaires and interviews. Data was then analysed through descriptive analysis and later presented using tables. The study revealed that customers are influenced by certain factors to adopt mobile banking and this has an impact on service delivery however they face challenges in their adoption of this. It showed account to mobile wallet transfer was the most sought-after mobile banking service in terms of level of awareness. It also revealed that marketing mobile banking services is one of the main factors influencing adoption of mobile banking services among customers but there was evidence that slowness of mobile banking was a major challenge hindering adoption of mobile banking services. In the end the study showed that mobile banking technology impacts service delivery in the way that it reduces cost of accessing banking services, time, paperwork and queues. It is therefore recommended that commercial banks in Tanzania should improve their service uptime by minimizing downtime and run updates of their systems to ensure high availability of the service. The study also recommends a review of the service cost charges set for the mobile banking and have a user-friendly interface.
Keywords
Mobile Banking Technology, Commercial Banks in Tanzania, Stanbic Bank Tanzania