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
The research study dealt with assessment of the factors influencing mobile banking
adoption among the KCB customers in Tanzania. The study was guided by following
specific objective, to examine the influence of economic factor, technological factor
and social cultural factor influencing mobile banking adaptation among the backing
customers in Tanzania. The study employed a sample size of 100 respondents;
simple randomly sampling technique was used to select the sample from the targeted
population. Data was collected by using structured questionnaire and the data were
analysed by using SPSS version 20. Regarding to the study specific objective, the
study revealed that, on economic factor, Majority of customers 76% were affirmed
that mobile banking increase the rate of money supply in the community. On
technology, 99% of the customer prefers to use mobile banking to keep and
accessing the transaction records while majority of the customers 56% claim that the
technological risk when using mobile banking is minimal because the cyber security
provided by the financial institution is very high. On social factor, 74% of the
customer affirmed that the use of mobile banking does not required special skills and
ability of using the internet, that the mobile banking is friendly to the user. Also 58%
claim that the mobile banking smoothens the purchases. The study successfully
identifies the economic, technological and social-cultural factors influencing
adaptation of mobile banking. From the analysis of collected data, it has been
revealed that security & trustworthy, cost effectiveness, accuracy of transaction,
customer services and time saving (Instant transaction) are the most influential
factors that influence banking customer in adaptation of using mobile banking. The
study identifies Network coverage as the technological factor trouble neck the
banking customer to adapt the mobile banking on self-handling of daily transaction.
The study Recommended that; bank institution should protect their costumer who use
mobile banking from cyber hacked by improving system security responsible to
monitor banking transaction, financial institution should make sure customers who
using mobile banking get help whenever it is needed.