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The purpose of the study was to examine the customer perceptions on E-banking in
commercial banks. The study was guided by three specific objectives are; to identify
Customers’ perceptions on benefits of E-banking, to identify Customers’ perceptions on
risks associated with E-banking and to identify Customer suggestions of how to mitigate
the risks associated with E-banking.
The researcher used both open ended and closed ended questionnaires to gather
primary data from 184 customers of CRDB bank, NBC bank, NMB bank, DCB bank
and TPB bank in Dar es salaam. SPSS was used to analyse mean scores of customers
perceptions and frequency was used to analyse customer suggestions of measures to
mitigate risks associated with E-banking.
The findings showed that customers’ perceptions on benefits of E-banking were the
driving force of customer involvement is E-banking products. This was the reason why
customer perceptions on risks associated with E-banking could not totally restrict
customers from using E-banking products. However, Commercial Banks should not take
it for granted to have customers using E-banking products, instead customers opinion
should be worked upon which empahsize on netework/internet stability and security
issues.
It is recommended that Commercial Banks and public sector through private public
partnership (PPP) should work hard to improve network/internet stability so that wide
area and local area networks will be stabilized and made available throughout the
country. Another recommendation is that E-banking services should be made cheaper
and cheaper in terms of less or no customer service charges, minimized transaction
charges and limited possibility of loss in terms of any mistaken transaction. |
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