Customer Satisfaction On The Usage Of Sim-Banking In Tanzania: A Case Study Of Dodoma Municipality

ABSTRACT

The spread of mobile phones across the developing world particularly SubSaharan Africa, is one of the most remarkable technology stories of the past decade as well as Tanzania. This study aimed at finding the “Customer Satisfaction on the usage of Sim-Banking in Tanzania, specifically in Dodoma Urban District”. It attempted profoundly to acquire information on factors influencing customer satisfaction on the usage of sim-banking, to determine the overall customer satisfaction on the usage of sim-banking, and to examine challenges encountered when accessing Sim-Banking in the study area. The study, made use of a sample size of 50 respondents who were selected by using probability and non probability sampling. Survey and direct interview, were employed as methods for data collection. Further, the collected data were analysed by using both qualitative and quantitative means. Findings revealed that, majority of the respondents used NMB mobile banking operators while most of them mentioned prompt service and accessibility of the services, as factors for liking to use sim-banking. It was also found out that, majority of them normally preferred cash deposits and cash withdrawal as well as payment of bills as services in sim-banking whereby most of them, used sim-banking on monthly basis. Moreover, findings depicted that, majority of them were satisfied with the services while the most challenges encountered when using sim-banking were; poor network accessibility and poor customer care services. Finally, the study recommended that, the government and other stakeholders on the ICT and particularly mobile banking in Tanzania should design and redesign policy on how to ensure that, consumers are informed on the use of technology and affordable technology is available to the majority of sellers