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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. |
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