A Dissertation Submitted to the School of Business Studies in Partial Fulfillment
of the Requirements for the Degree of Masters of Science in Accounting and
Finance of Mzumbe University
The study sought to find out the effects of mobile banking on customer satisfaction,
the study adopted a descriptive research design on a sample size of 120 respondents
who were selected through random sampling from a target population, bank
customers and agents. Data was collected by use of questionnaires and interview
schedules and the data analyzed by the aid of Statistical Package of Social Scientists
Program (SPSS). The findings were summarized and data was presented using tables,
charts and figures. Based on the study findings it was concluded that close to all
those using mobile banking services at the moment were satisfied that indeed it was
efficient and reliable. However a bigger part of those not using it doubted it citing
security measures and reliability. This shows that as people adopt mobile banking it
becomes more useful. Thus, it is fundamental to develop mobile banking services
that have great functionality as well as usable to consumers such as font sizes, colors
and understandable languages. The study recommended that banks in its provision of
mobile banking services should make huge efforts towards building trust with
customers. They ought to convince its customers of their ability to disseminate value
adding services that are guaranteed of security, their ability to provide services with
ultimate honesty especially with regard to customer‘s expectations, and prove
without reasonable doubt that they really have good intentions towards empowering
its customers. Considering that consumer trust does impacts on their loyalty to a
banking facility, NMB bank should make sure that they meet all the promises
delivered to customers during marketing advertisements.