The Dissertation Submitted in the Partial Fulfilment of the Requirements for
the Degree of Master of Business Administration of
Mzumbe University
This study was motivated to analyse the impact of e-banking on customer
satisfaction among Tanzanian Banks drawing experience from CRDB Bank. In
achieve the rationale of the study, the researcher was guided by three objectives namely;
to determine the relationship between access to e-banking services and improved
customer satisfaction at CRDB bank, to determine the relationship between
availability of e-banking services and improved customer satisfaction at CRDB bank
and to determine the relationship between the reliability of e-banking services and
improved customer satisfaction at CRDB bank. A case study design was adopted so
as to enhance in-depth and intensive inquiry of the problem. The bank customers
constituted the target population and a systematic sampling technique was used to
select a total of 100 customers comprising 62.0 % (Females) and 38.0% (Males).
The closed-ended questionnaires were used to gather data which was analysed by the
use of descriptive statistics. Correlation and linear regression analysis were used to
determine the relationship between variables. The results indicated that customers were
neither satisfied nor unhappy with the accessibility, availability, and reliability of e-banking services because the mean value of indicators of satisfaction was just below
the satisfaction mean value (5.0 - 3.5) and just above the unhappy mean value (2.5 - 1.0).
The regression analysis revealed that only the coefficient value for accessibility to e-banking services had a statistical significant impact on customer satisfaction at the p-value
= 0.00 and t-value = 0.91. The study concludes that the adoption of e-banking by CRDB
bank is not yet demonstrating a great impact on customer satisfaction. If e-banking is
to impact greatly on customer satisfaction the Bank should commit efforts in
improving accessibility to e-banking among customers. Also, the Bank should find
solutions to the concerns of customers on the availability and reliability of e-banking
services. Additionally, the Bank is required to raise awareness of customers on the
potential benefits of e-banking in making bank transactions.