A Dissertation Submitted in Fulfilment of the Requirements for Award of the
Degree of Master of Business Administration (MBA-CM) in Corporate
Management of Mzumbe University
This study aimed to assess effectiveness of Mobile Banking on Customer
Satisfaction using a case study of CRDB Bank Dar es Salaam. Unambiguously, the
study had three objectives which were firstly to examine mobile banking leading
factors for customer satisfaction, secondly to assess the challenges facing customers
in using mobile banking services and lastly to assess the impact of mobile banking
service on customers‟ satisfaction. The study applied both quantitative and
quantitative research techniques, whereby a case study design and descriptive design
were used to assess effectiveness of mobile banking on customers‟ satisfaction. To
accomplish the objectives of the study, the researcher used a sample of 120
respondents and data were collected through questionnaire and personal interviews
and documentary source (secondary data) such as journals and books. The
descriptive statistics analysis, Pearson‟s correlation analysis and regression analysis
techniques were used to analyse the data collected with a help of computer software
programme called Statistical Package for Social Sciences (SPSS).
The findings indicated there is a significant positive impact between the mobile
banking services and customer‟s satisfaction. The Balance inquiry and Purchase of
Airtime statistically significant influence the customer satisfaction positively by
0.130 and 0.098 respectively. Moreover, network cut-off (system inaccessibility),
high service charges (fees), lack of services information and wrongful money
transfer revealed as the major challenges to customers hence decrease usage
frequency and customer satisfaction level.
Limitation of the study was time and cost constraints as well as limitation of
determining commercial bank whereby mobile banking isn‟t well adopted yet in
Tanzania banking sector. In respect to the objectives mobile banking services with its
attributes has positive significant impact towards customer satisfaction despite
number of challenges facing customers in using these services