Factors Influencing the Use of Electronic Banking Transaction in Financial Institutions in Tanzania; A Case of Crdb Bank Plc, Dar Es Salaam.

Abstract

The study aimed to examine the factors influencing consumers’ use of electronic banking services in Tanzania, the case of CRDB Bank PLC Limited. The specific objectives were to assess the customer’s attitudes towards the acceptance of electronic banking; to determine the customers’ subjective norms towards the acceptance of electronic banking; to determine the customers’ behaviour intention towards the acceptance of electronic banking; both primary and secondary data was employed. A sample of 100 respondents was drawn from the target population. Quantitative data were analyzed by using Pearson correlation analysis and multiple linear regression analysis. According to this study's results, which were guided by the Theory of Reasoned Action (TRA), attitudes and behavior intentions have a significant impact on whether or not people accept electronic banking, whereas subjective norms (SN) have no such impact. As a result, the banking industry in Tanzania should focus all of its efforts on figuring out what its customers need in terms of understanding their attitudes and behavior intentions. The study's findings have been confirmed as an addition to our understanding of the significance of attitude and behavior intention in influencing the use of electronic banking services in Tanzania and demonstrating the absence of any influence of subjective norms on that use.