Assessment of performance of mobile banking business: a case of Dar es Salaam city

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dc.contributor.author Mnenwa, Alfred
dc.date.accessioned 2019-08-27T08:33:11Z
dc.date.available 2019-08-27T08:33:11Z
dc.date.issued 2013
dc.identifier.citation Mnenwa, A. (2013). Assessment of performance of mobile banking business: a case of Dar es Salaam city. Dodoma: The University of Dodoma en_US
dc.identifier.uri http://hdl.handle.net/20.500.12661/1119
dc.description Dissertation (MA Business Administration) en_US
dc.description.abstract Despite mobile banking business being a fast growing ICT-based innovation in line with the face to face traditional banking industry little is known on the performance of mobile banking business among many countries including Tanzania. A study was conducted among four mobile network operators (MNOs), namely, Vodacom MPesa, Tigo Pesa, Airtel Money and Zantel ZAP, and five banks (NMB PLC, CRDB PLC, Exim Bank, TPB and BOA), to assess the mobile banking business performance in Dar es Salaam City. The study was carried out based on specific objectives: 1) to identify mobile banking services being offered, 2) to assess mobile banking business organizational benefits, 3) to analyze potential strengths, weaknesses, opportunities and threats (SWOTs associated with mobile banking businesses, and 4) to assess customer's satisfaction on service delivery. Both structured and unstructured questionnaires coupled with interviews, documentary review and observations were employed among mobile banking business customers, MNOs and banks management, and MNOs agents in Dar es Salaam city. A total of 150 respondents were both randomly and purposively selected for the study. Data obtained on m-banking service delivery, organizational benefits, SWOT and customer satisfaction were analyzed into simple descriptive statistics using Statistical Package for Social Sciences (SPSS) version 15.0. Findings revealed that there are various mobile banking services that are offered in the Dar es Salaam City innovated from the banks and MNOs. These including ATMs, NMB mobile, Sim-banking, Exim mobile, M-pesa, Tigo pesa, Airtel money and Ezy pesa. The latter cause these organizations benefit in terms of increasing number of customers in the industry 88% (N=44), increasing financial profit trend70% (N=105) and good reputation 78.7% (N=118). The strengths of the mobile banking business including customer zero liability 70.6%% (N=106) and easy customer registration processes 86%% (N=129) while the weaknesses are such as lack of clear legal base 22.7% (N=34) as well as unstable and high service charges 32.7% (N=49). Opportunities such as high demand of services 21.3% (N=32) and high business collaboration with easier tariff partitioning in mobile banking services 28.6% (N=43) whereas the threats in mobile banking business include cybercrimes 16.7% (N=25) and criminal financing 28% (N=42). Customers’ satisfactions were 20% (N=30) of the respondents satisfied with the customer services from MNOs and banks. It could be concluded that mobile banking industry is performing well in serving both banking and unbanked customers but the identified internal weaknesses and external threats impede their efficiency and utilization. en_US
dc.language.iso en en_US
dc.publisher The University of Dodoma en_US
dc.subject Mobile banking business en_US
dc.subject Mobile banking services en_US
dc.subject Mobile network operators en_US
dc.subject Dar es Salaam city en_US
dc.subject Sim banking en_US
dc.subject MNOs en_US
dc.subject Ezy pesa en_US
dc.subject Airtel money en_US
dc.subject Tigo pesa en_US
dc.subject M-pesa en_US
dc.subject Exim mobile en_US
dc.subject Sim-banking en_US
dc.subject NMB mobile en_US
dc.subject ATMs en_US
dc.title Assessment of performance of mobile banking business: a case of Dar es Salaam city en_US
dc.type Dissertation en_US


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