A Dissertation Submitted in Partial Fulfilment of the Requirements for Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University
This study basically assessed the adoption of electronic banking services towards
customer use in Tanzania. The research was based on three specific objectives: to
determine the effects of internet banking on customer use, to determine the effects of
mobile banking services on customer use, and to assess the effects of automated
teller machines on customer use.
Explanatory design was used in order to undertake this research. Data was collected
by the researcher by contacting employees of two commercial banks using 69
respondents that constituted the sample selected using simple random and purposive
sampling techniques. The researcher collected primary data by going to field by
contacting respondents that were sampled. The data was collected by the researcher
through structured questionnaires complemented by interviews, and was analyzed
quantitatively using SPSS to generate relevant statistics measurements. Descriptive
statistics were calculated and used to present the characteristics of the participants
using frequency and percentages tables. The relationship test among variables was
done based on correlation and multiple regression tools. Qualitatively, data was
analysed using content analysis through descriptive statements.
Results indicated that the three independent variables quantitatively tested were
positively having significant effects statistically on customer use in electronic
banking adoption for the dependent variable with p<0.05. Qualitative analysis
cemented these findings with similar results.
The findings imply that customer use of adopted electronic banking services is
influenced by internet banking services, mobile banking services as well as
automated teller machines services. It is recommended that customers’ awareness,
education, communication and advertisements of electronic banking service are very
important in facilitating its use to the customers.