| dc.creator |
SIMON, Martha |
|
| dc.date |
2022-02-15T12:39:55Z |
|
| dc.date |
2022-02-15T12:39:55Z |
|
| dc.date |
2019 |
|
| dc.date.accessioned |
2022-04-04T13:49:59Z |
|
| dc.date.available |
2022-04-04T13:49:59Z |
|
| dc.identifier |
http://41.93.33.43:8080/xmlui/handle/123456789/518 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/77630 |
|
| dc.description |
The study analyzed the effects of Mobile Phone Banking on customer satisfaction in Tanzania
Banking Industry conducted at Access Bank in Mwanza city. The study aimed to determine the
level of customers‟ satisfaction on services offered through mobile phone banking, to identify
important factors influencing customer satisfaction in mobile phone banking services and to
identify challenges facing customers in using mobile phone banking.
A sample size of this study was 125 respondents registered and using AccessMobile but only 100
respondents participated which is equal to 80% of the targeted population. The method of data
collection was questionnaires. The obtained data was analyzed using descriptive statistics with
the aid of SPSS (Statistical Package for Social Science) and Microsoft excel and findings were
presented in tables.
Based on research findings it was concluded that AccessMobile has an influence on customer
satisfaction. The study revealed high level of satisfaction for most of the services offered through
AccessMobile although there are some services with low satisfaction level which includes agent
withdraw and money transfer services , but also the study showed that there are number of
factors affecting customers satisfaction in AccessMobile services but the most leading factors are
security and system availability, the study also showed that AccessMobile services has a number
of challenges facing the users but the most leading challenges are network problem and lack of
float by agents.
The study recommend that Access Bank management should found out the reasons for low level
of satisfaction in money transfer and agent withdraw services offered through AccessMobile and
find the solutions to increase customer satisfaction, but also it should ensure there is enough
security and system availability as they are important factors influencing its customers in the use
of AccessMobile, moreover it should work on solving the challenges facing AccessMobile users
especially network problem and lack of float by agents as the main challenges mention by most
of customer so as to increase customer satisfaction. |
|
| dc.format |
application/pdf |
|
| dc.language |
en |
|
| dc.publisher |
SAUT |
|
| dc.subject |
Mobile Phone Banking |
|
| dc.title |
Effects of Mobile Phone Banking on Customer Satisfaction in Tanzania Banking Industry |
|
| dc.title |
A Case of Access Bank Tanzania. Mwanza City |
|