E-banking and customer’s perceptions in Tanzanian Commercial Banks The case of CRDB (LTD)
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Mzumbe University
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A Dissertation Submitted in Partial Fulfillment of the Requirements for the
Award of the Degree of Master of Science in Accounting and Finance (MSc A&F)
of
University.
The study was on E-banking and customer’s perceptions in Tanzanian commercial banks; specifically at CRDB T (LTD). The study investigated the factors causes CRDB Bank T (LTD) to adopt E-banking, Customer’s perception on E-banking in CRDB Bank T (LTD), and Customer’s challenges on E-banking in CRDB Bank T (LTD) and ways to solve the challenges facing the Customers on using E-banking in CRDB Bank T (LTD. The study involved(54.4%) Male and (45.6%) Females. The data were analyzed using simple statistical methods by calculating the percentages of Respondents. Data collection methods were questionnaires and interview questions. The findings revealed the factors causes CRDB to adopt e-banking include; Government support, availabilities of the equipments, customer’s satisfaction on their needs, competition with other bank other factors such as convenience and save time perceived usefulness perceived and ease of use.The study noted that more than (80%) of Customers were satisfied with assurance and security of the Customer’s money. However, it was noted that (71.9%) of Customers were dissatisfied with the security of e-banking. The findings revealed that (80%) of Customers spend less time using E-banking. The study revealed different challenges such as; network problems, higher rate of charges on ATM outlets and wrong debits, unreliable source of power, operational risks, legal risks, reputation risks, and security codes control challenges, cyber crimes, a legislative Framework, traditional market and convertibility of electronic. It was also revealed ways to improve e-banking such as; educations for customers, marketing for more customers, build more outlets for ATM and to improve security. The study concluded that there were benefits of using E-banking such as; time saving, easy access to cash and convenient in the use of the products. However, customers prefer ATM among the E-banking products because of its effectiveness and user friendliness. It was recommended that education and marketing of Ebanking products should be encouraged in the bank to attract more customers.
The study was on E-banking and customer’s perceptions in Tanzanian commercial banks; specifically at CRDB T (LTD). The study investigated the factors causes CRDB Bank T (LTD) to adopt E-banking, Customer’s perception on E-banking in CRDB Bank T (LTD), and Customer’s challenges on E-banking in CRDB Bank T (LTD) and ways to solve the challenges facing the Customers on using E-banking in CRDB Bank T (LTD. The study involved(54.4%) Male and (45.6%) Females. The data were analyzed using simple statistical methods by calculating the percentages of Respondents. Data collection methods were questionnaires and interview questions. The findings revealed the factors causes CRDB to adopt e-banking include; Government support, availabilities of the equipments, customer’s satisfaction on their needs, competition with other bank other factors such as convenience and save time perceived usefulness perceived and ease of use.The study noted that more than (80%) of Customers were satisfied with assurance and security of the Customer’s money. However, it was noted that (71.9%) of Customers were dissatisfied with the security of e-banking. The findings revealed that (80%) of Customers spend less time using E-banking. The study revealed different challenges such as; network problems, higher rate of charges on ATM outlets and wrong debits, unreliable source of power, operational risks, legal risks, reputation risks, and security codes control challenges, cyber crimes, a legislative Framework, traditional market and convertibility of electronic. It was also revealed ways to improve e-banking such as; educations for customers, marketing for more customers, build more outlets for ATM and to improve security. The study concluded that there were benefits of using E-banking such as; time saving, easy access to cash and convenient in the use of the products. However, customers prefer ATM among the E-banking products because of its effectiveness and user friendliness. It was recommended that education and marketing of Ebanking products should be encouraged in the bank to attract more customers.
Keywords
E-banking