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

ABSTRACT

The spread of mobile phones across the developing world particularly the SubSaharan Africa is one of the most remarkable technology stories of the past decade as well as Tanzania country. This study aimed at looking ―Customer Satisfaction on the Usage of Sim-Banking in Tanzania, a case study of Dodoma Urban District‖ in particular. It attempted profoundly to acquire information on factors influencing satisfaction and the relationship between satisfaction and demographics. However, many of the new mobile users live in rural/informal and/or cash economies, without access to financial services that others take for granted. The researcher made use of a sample of 50 respondents and its method engaged questionnaire, interviews and documentary review during data collection. Data were collected through questionnaire and documentary source such as journals, books and various organizations reports. Descriptive statistics abridged the information from the collected data and data gathered were examined both qualitatively and quantitatively with a help of computer software programme called Statistical Package for Social Sciences (SPSS). The results obtained in this research indicated that there were very poor services in this sphere such us the combination of network quality, billing, validity period and customer support (mobile services attributes) and showed weak relationship with satisfaction. Accordingly, the study recommends that the government and other stakeholders on the ICT and particularly mobile banking in Tanzania should design and redesign policy how to ensure that consumers are informed on the use of technology and affordable technology is available to majority of sellers. Eventually, mobile banking service providers must in addition guarantee that they raise the standard of the service they provide to the clients so as to improve service delivery and meet the customers need and expectations.