| dc.description |
The study intended to assess the impacts of digital banking in furthering financial
inclusion in Tanzania, a case of National Microfinance Bank head office. This Study
examined how effective the digital innovations on commercial banking services for
customer inclusion and satisfaction in Tanzania. The specific objectives were to;
explore Agency Banking effects on accessibility to banking services, determine the
impact of ATM on accessibility to banking services, determine the effects of Chap
Chap Instant Account on financial inclusion and easy accessibility to banking
services and investigate the effects of Internet Banking on accessibility to banking
services at National Microfinance Bank in Tanzania. The researcher collected data
from 60 respondents through interview, questionnaires and documentary review.
Results from the field study showed that, Digital banking such as Internet banking,
AT M, Agency Banking, and Chap Chap Instant Account have increased the
accessibility of banking services in NMB bank. Also, findings revealed that 68% of
respondents said that, Agency Banking increased accessibility of banking services.
Likewise, the findings indicated that 70% of respondents said that Automated Teller
Machine affected accessibility of banking services. Moreover, the findings indicated
that 62% of respondents said that Chap Chap Instant Account affected the financial
inclusion among the society as well as accessibility of banking services at NMB.
Furthermore, data showed that 83% said internet banking increased accessibility of
banking services at NMB. Correspondingly, findings revealed majority of the
respondents 65% agreed that digital innovations increased the accessibility of
banking services at NMB. This study was concerned adoption of digital and
technological innovation has enhanced commercial banks in Tanzania by making the
industry more productive and cost effective. Likewise, technological innovations
have led to increased accessibility of bank services through Chap Chap Instant
Account, Automated Teller Machines, Internet Banking and Agency Banking.
Similarly, the customers’ level of satisfaction with the adoption of technological
innovation was high and the customer’s experience with digital innovation was
favourable. Henceforward, the study recommends that, bank should recruit and train
more Agents in order to be able to serve more customers and by doing so long ques |
|