The role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania.

Show simple item record

dc.contributor.author Laisser, Nengarivo
dc.date.accessioned 2021-02-25T11:51:18Z
dc.date.available 2021-02-25T11:51:18Z
dc.date.issued 2020
dc.identifier.citation Laisser, N. (2020). The role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania (Master dissertation). The University of Dodoma, Dodoma. en_US
dc.identifier.uri http://hdl.handle.net/20.500.12661/2828
dc.description Dissertation (MBA) en_US
dc.description.abstract This study examined the role of mobile banking on customer satisfaction. Three elements of mobile banking i.e. transaction service, information service and cost of service were assessed to find out the role they play on customer satisfaction at NCBA bank Tanzania. The study adopted a cross sectional study design where data was collected at one point in time. In addition to that, both qualitative as well as quantitative approaches were employed in collecting data for triangulation. Quantitative data was collected from 99 NCBA customers through survey, whereas, the qualitative data were collected from NCBA officials through interviews. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as inferential and Logistic Regression model were used. Furthermore, the relationships between variables were established through binary Logistic Regression. The qualitative data also were analyzed through Thematic Analysis technique. Findings show that there is a progressive significant relationship between mobile banking transaction service and customer satisfaction at NCBA. A positive significant relationship is also established between mobile banking information service and customer satisfaction. There is also a positive significant relationship between mobile banking service cost and customer satisfaction at NCBA. The study concludes that mobile banking enhances customer satisfaction in commercial banks. The study recommends for more efforts to be made in making sure mobile banking technology is enhanced. Also, more investment should be made in making sure that challenges associated with mobile banking technology are minimized. Moreover, banks should make sure that they maintain reasonable and minimum costs of mobile banking services. en_US
dc.language.iso en en_US
dc.publisher The University of Dodoma en_US
dc.subject Mobile banking services en_US
dc.subject Mobile banking en_US
dc.subject Customer satisfaction en_US
dc.subject Commercial banks en_US
dc.subject NCBA en_US
dc.subject Dar es salaam en_US
dc.subject Tanzania en_US
dc.subject Transaction service en_US
dc.subject Mobile banking transaction service en_US
dc.subject Mobile banking information service en_US
dc.subject Mobile banking technology en_US
dc.subject M-banking en_US
dc.subject Automated teller machines en_US
dc.subject ATM en_US
dc.subject Financial services en_US
dc.title The role of mobile banking services on customer satisfaction in commercial banks: a case study of NCBA (T) bank - Dar es salaam, Tanzania. en_US
dc.type Dissertation en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search UDOM-IR


Browse

My Account