Perception Of Users Of Simbanking On Improving Transfer Of Money: The Case Of Crdb Dodoma

ABSTRACT

The General objective of this study was to assess the customers’ perception on the effectiveness of simbanking in the transfer of money in CRDB Bank system among CRDB branches in Dodoma. The study specifically focused on the user’s perception on the reliability of simbanking services to transfer money, user’s perception on the way CRDB handles complaints on simbankingand user’s perception on the responsiveness of CRDB on money transfer challenges. The study used a case study design, to have clear understanding on the way simbanking industry works in CRDB. The study used simple random sampling to select eighty eight (88) CRDB customers from four CRDB branches; Dodoma branch, Chamwino branch, Bunge and UDOM branch. The study used a purposive sampling to acquire information from customer services, branch managers and loan officers. The data were collected by using survey questionnaire, administered to CRDB customers. Data were analysed by using Statistical Package for Social Science (SPSS) through descriptive method for analysing quantitative data while the qualitative data were analysed by using content analysis. The findings showed that Simbanking was used as an alternative means to transfer money, however the help for money transfer challenges sometimes become difficult to be accessed by the CRDB customers. The way CRDB handles complaints is still not adequately addressed. The suggestion box is proposed to improve simbanking services and a means to solve customer complains. In CRDB, the ability to respond on money transfer challenges is still low. The simbanking services provided by CRDB must deal with challenges in the simbanking money transfer through communicating with service providers and even regulatory authority for adequate solution.