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Analysing the impact of E-banking on customer satisfaction: Evidence from CRDB Bank Azikiwe branch in Dar es salaam

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dc.contributor.author Buretta, Gema
dc.date.accessioned 2020-09-16T07:14:05Z
dc.date.available 2020-09-16T07:14:05Z
dc.date.issued 2019
dc.identifier.citation APA en_US
dc.identifier.uri http://hdl.handle.net/11192/4134
dc.description The Dissertation Submitted in the Partial Fulfilment of the Requirements for the Degree of Master of Business Administration of Mzumbe University en_US
dc.description.abstract 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. en_US
dc.description.sponsorship Individual en_US
dc.language.iso en en_US
dc.publisher Mzumbe University en_US
dc.subject E-banking en_US
dc.subject Customers satisfaction-banking en_US
dc.title Analysing the impact of E-banking on customer satisfaction: Evidence from CRDB Bank Azikiwe branch in Dar es salaam en_US
dc.type Thesis en_US


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