| dc.creator |
Tarimo, Bruno E. |
|
| dc.date |
2015-06-19T13:40:30Z |
|
| dc.date |
2015-06-19T13:40:30Z |
|
| dc.date |
2013 |
|
| dc.identifier |
http://hdl.handle.net/11192/495 |
|
| dc.description |
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University. |
|
| dc.description |
The study was about E-banking service quality and customer satisfaction in Tanzania taking EXIM Bank as the case study. It was intended at evaluating the usage of E-banking in Tanzania while addressing factors affecting the extent of customer satisfactions and adoption of E-banking at EXIM Bank.
The case study design was used to reveal the necessary and required data to answer the research questions. Questionnaires were used to collect data from different respondents which were then analyzed through simple table and frequency graphs.
The findings revealed that the usage of E-banking differ depending on the kind of the banking services, for EXIM bank the analysis showed that Automated Teller Machine were the most preferred e-banking services used by majority of customer; followed by Mobile-banking and then Internet banking. The usage of these services depended mainly on the accessibility, knowledge and awareness and the level of confidentiality of the services to the end users.
The results obtained from the study have implications to the management of EXIM bank and even to their customers on improving their services. The researcher therefore recommends that these service providers should increasingly play an educative role and embark on a vigorous campaign on these services. They should educate potential customers, at the same time, reduce their cost of transactions and also improve their technical aspects so as to make the transactions smooth. |
|
| dc.language |
en |
|
| dc.subject |
E-banking |
|
| dc.title |
Assessment of the impact of e-banking on provision of quality service in banks A case study of Exim bank (t) ltd, Mwanza branch |
|
| dc.type |
Thesis |
|