The role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania.

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dc.creatorLaisser, Nengarivo
dc.date2021-02-25T11:51:18Z
dc.date2021-02-25T11:51:18Z
dc.date2020
dc.date.accessioned2022-10-20T14:40:07Z
dc.date.available2022-10-20T14:40:07Z
dc.descriptionDissertation (MBA)
dc.descriptionThis study examined the role of mobile banking on customer satisfaction. Three elements of mobile banking i.e. transaction service, information service and cost of service were assessed to find out the role they play on customer satisfaction at NCBA bank Tanzania. The study adopted a cross sectional study design where data was collected at one point in time. In addition to that, both qualitative as well as quantitative approaches were employed in collecting data for triangulation. Quantitative data was collected from 99 NCBA customers through survey, whereas, the qualitative data were collected from NCBA officials through interviews. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as inferential and Logistic Regression model were used. Furthermore, the relationships between variables were established through binary Logistic Regression. The qualitative data also were analyzed through Thematic Analysis technique. Findings show that there is a progressive significant relationship between mobile banking transaction service and customer satisfaction at NCBA. A positive significant relationship is also established between mobile banking information service and customer satisfaction. There is also a positive significant relationship between mobile banking service cost and customer satisfaction at NCBA. The study concludes that mobile banking enhances customer satisfaction in commercial banks. The study recommends for more efforts to be made in making sure mobile banking technology is enhanced. Also, more investment should be made in making sure that challenges associated with mobile banking technology are minimized. Moreover, banks should make sure that they maintain reasonable and minimum costs of mobile banking services.
dc.identifierLaisser, N. (2020). The role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania (Master dissertation). The University of Dodoma, Dodoma.
dc.identifierhttp://hdl.handle.net/20.500.12661/2828
dc.identifier.urihttp://hdl.handle.net/20.500.12661/2828
dc.languageen
dc.publisherThe University of Dodoma
dc.subjectMobile banking services
dc.subjectMobile banking
dc.subjectCustomer satisfaction
dc.subjectCommercial banks
dc.subjectNCBA
dc.subjectDar es salaam
dc.subjectTanzania
dc.subjectTransaction service
dc.subjectMobile banking transaction service
dc.subjectMobile banking information service
dc.subjectMobile banking technology
dc.subjectM-banking
dc.subjectAutomated teller machines
dc.subjectATM
dc.subjectFinancial services
dc.titleThe role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania.
dc.typeDissertation

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