A Dissertation Submitted in Partial/Fulfilment of the Requirements for Award
of the Degree of Master of Business Administration (MBA) of Zumba
The study assessed customers’awareness on the e-banking transactional costs in
Tanzania and was guided by three specific objectives which are: to assess the level of
using various e-banking services among customers of CRDB bank, to examine the
costs associated with e-banking transactions at CRDB bank and to assess the level of
awareness on the costs associated with e-banking transactions among customers of
CRDB bank. The case study design based on the three branches of CRDB Bank Plc
was adopted by involving 100 respondents who were selected using both judgmental
and convenience sampling methods. The data were collected using questionnaire and
wereanalyzed using descriptive statistics with the aid of SPSS program and the results
were presented using the frequency tables, percentages and Bar charts. The results
showed that there were high use of e-banking services such as cash withdrawal,
checking account balance and money transfer among bank customers. The majority of
the transactions performed using e-banking services delivery channels such as Mobile
banking/ SimBanking and ATMs were high charged than traditional banking channel.
The transactions performed using Internet banking and Mobile banking were subject
to double charges/multiple costs. It was indicated by 76(76%) respondents that the
costs/charges incurred in e-banking transactions were comparatively very high. The
study revealed that 60%of all respondents were dissatisfied with these costs/charges
among dissatisfied customers, 41% were not willing to bear the costs/charges over the
period of time. Moreover, comparatively fewer respondents were knowledgeable
about the costs associated with e-banking transactions. More than 40% of the
respondents were not knowledgeable about the costs/charges of e-banking transactions
due to inadequate implementations of the awareness programmes on the costs
associated with e-banking transactions. Therefore, for the CRDB bank to use ebanking in the provision of the banking services successfully, customers awareness on
the costs/charges associated with e-banking transactions should be enhanced. Also, the
bank should consider reducing exaggerating the costs/charges associated with ebanking transactions. Also, the bank should have adequate awareness creation
programmes taking advantage of modern technology to impart education and
knowledge on the various costs/charges associated with e-banking services.