An assessment of Customer’s Perception Towards Electronic Banking: A Case of Crdb Bank Plc Mbeya
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Mzumbe university
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A Research Report Submitted to Mzumbe University- Mbeya Campus College in Partial Fulfillment of the Requirements for the Award of the Bachelor of Accounting and Finance (BAF-BS) of Mzumbe University.
The purpose of this study was to assess the Customer perception toward E-banking in Tanzania Commercial banks specifically at CRDB Bank plc Mbeya Region. The study sample size was 150 taken from finite population of 960. The study involved (59%) Male and (41%) Females. Data collecting instruments were interview questions and questionnaires. It was discovered that more customers were generally satisfied with assurance and security of their money with E-banking. Also, the study noted that 85% out of 150 number of respondents were satisfied with time, responsiveness and functionality of E-Banking. Moreover, the study revealed that more customers were satisfied with the Security on the E-banking. Furthermore, the study notice that challenges facing customers in adopting E-banking include; necessity of internet, limit of money, high rate charges and language and literacy barrier. The study shows that ways to improve E-banking challenge include; spreading awareness by means of providing education to customers, simplicity and more outlets for ATM. The study revealed that factors influencing customers’ adoption of E-banking include; perceive usefulness, perceive easy to use, saving time, easy to learn. Whereas, the study revealed that factors influencing Commercial banks to adopt E-banking specifically at CRDB Bank include; availability of equipment which support E-banking, Customer’ satisfaction, competition purpose, Government Support, Ease of use and save time and other factor such as reach more customer, perceived usefulness and convenience of E-banking system. The study concluded that Customers’ responsiveness of using E-banking products is greater than when somebody enter to get money inside the Bank, this based on the fact that E-banking products have a feature of user friendly, and it take less time on using the products of E-banking. Customer spent less time when using electronic banking products, it takes just few minutes which is less than 4 minutes to process transaction information on customer’s mobile phone. Moreover, E-banking products goes with designation of security features to combat with theft so customers can only access by having password and username.
The purpose of this study was to assess the Customer perception toward E-banking in Tanzania Commercial banks specifically at CRDB Bank plc Mbeya Region. The study sample size was 150 taken from finite population of 960. The study involved (59%) Male and (41%) Females. Data collecting instruments were interview questions and questionnaires. It was discovered that more customers were generally satisfied with assurance and security of their money with E-banking. Also, the study noted that 85% out of 150 number of respondents were satisfied with time, responsiveness and functionality of E-Banking. Moreover, the study revealed that more customers were satisfied with the Security on the E-banking. Furthermore, the study notice that challenges facing customers in adopting E-banking include; necessity of internet, limit of money, high rate charges and language and literacy barrier. The study shows that ways to improve E-banking challenge include; spreading awareness by means of providing education to customers, simplicity and more outlets for ATM. The study revealed that factors influencing customers’ adoption of E-banking include; perceive usefulness, perceive easy to use, saving time, easy to learn. Whereas, the study revealed that factors influencing Commercial banks to adopt E-banking specifically at CRDB Bank include; availability of equipment which support E-banking, Customer’ satisfaction, competition purpose, Government Support, Ease of use and save time and other factor such as reach more customer, perceived usefulness and convenience of E-banking system. The study concluded that Customers’ responsiveness of using E-banking products is greater than when somebody enter to get money inside the Bank, this based on the fact that E-banking products have a feature of user friendly, and it take less time on using the products of E-banking. Customer spent less time when using electronic banking products, it takes just few minutes which is less than 4 minutes to process transaction information on customer’s mobile phone. Moreover, E-banking products goes with designation of security features to combat with theft so customers can only access by having password and username.
Keywords
Customer Perception, Electronic Banking