Impacts of Simbanking Internet Banking Service on Customers Satisfaction for CRDB Bank Plc Performance in Dodoma City, Tanzania.

Abstract

Internet banking is a new banking practice that is becoming more popular as technology advances worldwide, especially in Tanzania. Only a small number of Tanzanian banks, however, have begun to take internet banking seriously in terms of using ATMs, online banking services, using smart cards, banking applications, and paying bills. This study sought to determine the impacts of simbanking internet banking service on customers satisfaction for CRDB bank plc performance in Dodoma City. Specifically, it addresses the challenges facing customers on using SimBanking internet banking service for customer’s satisfaction in CRDB Plc Bank Dodoma city in order to increase customer satisfaction. The study is qualitatively designed using interview method in data collection. The qualitative research approach was adopted because it enables the data collection from numerous people at once. According to the results, the network issue that prevented customers from using the internet services for SimBanking decreased their satisfaction with the service. Other challenges include power outages, utility fees, subpar customer service, and insecurity. Based on research and debate, it is recommended that users receive security education through building workshops so they can use Sim-banking effectively. Consequently, qualified staff from the TCRA and CRDB might be utilized in these training and workshop sessions.