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Factors influencing Customer Satisfaction with Internet Banking: The case of National Bank of Commerce (NBC) and Standard Chartered Bank as Banking Financial Institutions in Tanzania. - Couverture souple
Synopsis
Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information.
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Présentation de l'éditeur
Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information.
Biographie de l'auteur
Ms. Fulgence holds Bachelor of Education Honours (2002) and an MBA (2004) majoring in Finance from the University of Dar es Salaam, Tanzania. She has seven years of experience in teaching, researching and consulting in the areas of entrepreneurship and project management. She is currently studying PhD at Siegen University (Germany) as DAAD scholar.
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- ÉditeurLAP LAMBERT Academic Publishing
- Date d'édition2012
- ISBN 10 3659108529
- ISBN 13 9783659108525
- ReliureBroché
- Langueanglais
- Nombre de pages96
- Coordonnées du fabricantnon disponible
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Factors influencing Customer Satisfaction with Internet Banking
Edité par
LAP LAMBERT Academic Publishing, 2012
ISBN 10 : 3659108529
ISBN 13 : 9783659108525
Neuf
Couverture souple
Vendeur : moluna, Greven, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Etat : New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Autor/Autorin: Fulgence KatherineMs. Fulgence holds Bachelor of Education Honours (2002) and an MBA (2004) majoring in Finance from the University of Dar es Salaam, Tanzania. She has seven years of experience in teaching, researching and consulting. N° de réf. du vendeur 5131892
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Factors influencing Customer Satisfaction with Internet Banking : The case of National Bank of Commerce (NBC) and Standard Chartered Bank as Banking Financial Institutions in Tanzania.
Edité par
LAP LAMBERT Academic Publishing, 2012
ISBN 10 : 3659108529
ISBN 13 : 9783659108525
Neuf
Taschenbuch
Vendeur : AHA-BUCH GmbH, Einbeck, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information. N° de réf. du vendeur 9783659108525
Quantité disponible : 1 disponible(s)
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Factors influencing Customer Satisfaction with Internet Banking
Edité par
LAP LAMBERT Academic Publishing Apr 2012, 2012
ISBN 10 : 3659108529
ISBN 13 : 9783659108525
Neuf
Taschenbuch
Vendeur : BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information. 96 pp. Englisch. N° de réf. du vendeur 9783659108525
Quantité disponible : 2 disponible(s)
Image fournie par le vendeur
Factors influencing Customer Satisfaction with Internet Banking
Edité par
LAP LAMBERT Academic Publishing Apr 2012, 2012
ISBN 10 : 3659108529
ISBN 13 : 9783659108525
Neuf
Taschenbuch
Vendeur : buchversandmimpf2000, Emtmannsberg, BAYE, Allemagne
Évaluation du vendeur 5 sur 5 étoiles
Taschenbuch. Etat : Neu. Neuware -Internet banking is one among the new technological innovation facing the world of banking today. In Tanzania, Internet Banking (IB) is still at its earliest stages and therefore a need for financial institutions to provide service of high quality to satisfy and attract customers. In view of the above, this study was carried out in two banks [Standard Chartered bank and National Bank of Commerce (NBC, 2000)] that offer IB services with the objective of assessing the factors that influence customer satisfaction with Internet Banking. The findings revealed that quality of service specifically ease of use and security influence customer satisfaction. For non-Internet bank customers, level of awareness was among the reasons as to why customers do not use IB services followed by security and higher charges for individual customers. The study recommends for the bank management to train customers on how to perform IB services. Promotion activities should also be conducted to attract prospective customers. The government need also to develop to its citizens the social norm of regarding Internet banking services as an alternative way of delivering service in this age of information.Books on Demand GmbH, Überseering 33, 22297 Hamburg 96 pp. Englisch. N° de réf. du vendeur 9783659108525
Quantité disponible : 2 disponible(s)