SimBanking Internet Banking Service as a Catalyst for Customer Satisfaction at CRDB Bank Plc in Dodoma City, Tanzania

Abstract

Internet banking is a new banking practice that gains popularity as technology advances worldwide including Sub-Saharan countries like Tanzania. Such technological practice changes the needs and preferences of customers. However, few Tanzanian banks have begun to take Internet banking seriously in terms of using online banking services, and banking applications. This study aims to determine the Contribution of Simbanking Internet Banking Service on Customer Satisfaction for CRDB Bank Plc Performance in Dodoma City. Specifically, the study intends to assess the extent of using SimBanking Internet service among customers for CRDB Plc Bank performance; and to identify the associated benefits of SimBanking that contribute to customer satisfaction for CRDB Bank Plc Performance in Dodoma City. The study employed survey and interview methods in data collection. Descriptive statistics and content analysis were used to analyze data. The research findings revealed that CRDB customers are increasingly embracing SimBanking services, with an impressive frequency of use. It also found out that customers prefer to use the SimBanking internet service for making payments and fund transfers. Furthermore, it shows that customers' benefits of using SimBanking internet service include time-saving, cost-effective, simple to use, fast to use, and security. The study concludes the growing reliance on these digital platforms for various banking activities. The study recommends the provision of sim-baking education to impact the effective use of sim-banking for customer satisfaction and bank performance. This will also help to resolve the queue issue in the study area.

Keywords

• customer satisfaction
• internet banking
• sim-banking