A Dissertation submitted in Partial Fulfillment of the Requirements for Award of the Master of Business Administration in Corporate Management of Mzumbe University
This study aimed at assessing the impact of E-banking on the efficiency on service delivery in banks in Tanzania, a case of NBC bank. The study specifically centers on examining the impact of E-banking on the efficiency on service delivery, assessing how the E-banking has improved the efficiency on service delivery in Tanzania, evaluating the customers’ satisfaction after adopting the E-banking system as a factor for the efficiency on service delivery as well as exploring if there has been an increase on the market share of the bank industry after adoption of E-banking system.
The study has applied qualitative and quantitative research approaches. The research methods that were used for data collection were interview and documentary review. Data collection instruments were: questionnaires, interview guides and documentary review schedules.
The study exposed that the most dominant internet banking services are: the use of online credit cards and seeking product information. Since its creation in mid-2005, there has been slow adoption of internet banking caused by the impaired unavailability of infrastructure and lack of supportive legislation for internet banking, regardless of the enhanced performance of the banking industry and the increased efficiency, effectiveness and productivity.
The study concluded that the adoption of E-banking technology should go together with winning customers’ confidence by ensuring the provision of suitable security of transaction back up of critical data files and alternative means of processing information. The recommendations for the study include: NBC bank ought to guarantee good connectivity and power base that will allow them to serve customers in efficient and effective manner.