An Analysis on the Impacts of Electronic Banking on Customer Satisfaction in the Tanzanian Baking Industry: A Case of Kenya Commercial Bank

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dc.creatorNgaida, Adam
dc.date2020-11-06T07:35:18Z
dc.date2020-11-06T07:35:18Z
dc.date2020
dc.date.accessioned2021-05-05T08:08:37Z
dc.date.available2021-05-05T08:08:37Z
dc.descriptionA Dissertation Submitted in Fulfilment of the Requirement for Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University
dc.descriptionFor the past decades, there has been an increase in the adoption of e-banking usage in Tanzania catalyzed by the improvement of Information and Communication Technology in the country. The general objective of the study was to impact of electronic banking on customer satisfaction in the Tanzanian banking industry. The study specifically aimed at assessing the impact e-banking services on the customer's satisfaction among the KCB customers in Tanzania, the benefits associated with ebanking usage among the KCB customers in Tanzania as well as the challenges find out the challenges associated with e-banking usage among the KCB customers in Tanzania. The case study research design was employed in this study for the aim of obtaining the accurate information concerning the role of e-banking on the rise of customers’ satisfaction whereby the Kenya Commercial Bank (KCB) was used as the case study. The samples of 100 respondents were used by the researchers who were obtained through both simple random sampling as well as the purposive sampling technique. The field results have revealed that e-banking is having the number of benefits which have led to an increase in bank customers’ satisfaction. The study has revealed that ebanking services have increased the customers’ satisfaction due to the convenience and accessibility of services. The study has revealed that the e-banking technology used by KCB has succeeded to meet the customers’ expectation despite the challenges hindering its effectiveness such as the poor network coverage and the low knowledge on the application of e-bank technology. The study has recommended for the improvement of the technological infrastructures used in e-banking technology by connecting stakeholders involved in the e-banking service cycle such as the network companies.
dc.identifierAPA
dc.identifierhttp://hdl.handle.net/11192/4428
dc.identifier.urihttp://hdl.handle.net/11192/4428
dc.languageen
dc.publisherMzumbe University
dc.subjecte-banking usage in Tanzania
dc.subjectInformation and Communication Technology
dc.subjectKenya Commercial Bank (KCB)
dc.titleAn Analysis on the Impacts of Electronic Banking on Customer Satisfaction in the Tanzanian Baking Industry: A Case of Kenya Commercial Bank
dc.typeThesis

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Master of Business Administration Corporate Management