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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. |
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