The Effects of Mobile Banking Technology on Customers’ Satisfaction in CRDB Bank Dodoma City.

Abstract

The general objective of the study was to find the effect of mobile banking technology on customer’s satisfaction using CRDB Plc. in Dodoma city as a case. Specifically the study intended to assess the effect of volume of mobile banking transactions on customer satisfaction, to determine the effect of mobile banking services provision on customer satisfaction and to assess the effect of cost of mobile banking services on customer satisfaction. A cross sectional research design was adopted to collect information from 84 respondents by using questionnaire. Binary logistic regression was used to analyze data and draw conclusion based on statistical implications. The findings revealed that, cash deposits, transfer and withdraws have positive significant effect to the customer satisfaction. Also it was found that, fund transfer between accounts, bill payment and Order for cheque books and bank statements have positive significant effect to the customer satisfaction. Finally, it was revealed that cost of acquiring mobile banking system have positive significant effect to the customer satisfaction. With regard to the findings above it, can be concluded that the introduction of mobile banking technology by CRDB plc has increase customer satisfaction by a large margin. For these points CRDB plc bank should increase investment in mobile banking technology since it provides a high range of customer satisfaction and so more and more customers will increase just to enjoy the attributes of mobile banking technology.