Effectiveness Of Service Delivery And Technology Utilization In Banking Sector:- A Case Study Of Crdb Mbinga

ABSTRACT 

This study assesses the effectiveness of service delivery and technology utilization in banking sector. It was conducted in the CRDB Mbinga branch. Specifically, the study examined the implementation technology in services provided by banks and challenges facing the Mbinga CRDB Bank branch. The study look at the self-service technology such as ATM, internet banking and telephone banking together with other bank services like loan, account and how it impacts on the customers’ support of banking products. The main objective of this research was to investigate the effectiveness of services offered by CRDB bank and how technological utilization has improved customer agreement with the bank.In order to ensure validity of the findings, a multi-method data collection strategy which included questionnaires, interviews, observation and documentary review were employed. This study used random sample of 152 respondents who were the customers and bank staff. In addition, a checklist was used to collect secondary data related to service delivery and technology utilization through documentary review. The study reveals that, most of the customers of CRDB were agree with the quality of services provided by the bank, this were evidenced through looking the time customer stayed with the bank. The study show that customers were not happy with ATM services though it used by majority due to network problem. They claimed that ATM is not only one and far located but also it not operating all the time due to network problem. It go offline for long time without prior notification to customers hence reduced the services delivery to the tastes and preference of the customers. The Bank needs to consider place more ATMs to cattle customer need and more education should be provided to the customer on the use of other function of ATM and not only dispensing as it used by majority