Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 3

Contribution of Mobile Banking Informational Service on Customer Satisfaction in Tanzanian Commercial Banks James Daniel Author: e-mail: chindengwikejames@gmail.com Abstract- This study examined the contribution of mobile banking Informational Service on customer satisfaction. Three elements of mobile banking i.e., information service was assessed to find out the role they play on customer satisfaction at CRDB Chamwino Branch bank. The study adopted a cross sectional survey study design where data was collected at one point in time. In addition to that, both qualitative as well as quantitative approaches were employed in collecting data for triangulation. Quantitative data was collected from 99 CRDB- Chamwino Branch customers through survey, whereas, the qualitative data were collected from CRDB officials through interviews. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as inferential and Logistic Regression model were used. Furthermore, the relationships between variables were established through binary Logistic Regression. The qualitative data also were analyzed through Thematic Analysis technique. Findings how there is positive significant relationship is also established between mobile banking information service and customer satisfaction with P- Value 0.002. The study concludes that mobile banking enhances customer satisfaction in commercial banks. The study recommends for more efforts to be made in making sure mobile banking technology is enhanced. Also, more investment should be made in making sure that challenges associated with mobile banking technology are minimized. Keywords: commercial banks, customer satisfaction, informational service, mobile banking, tanzania . I. I ntroduction obile banking also recognized as m-banking is a recent innovation in the mobile scientific discoveries. It is a new service delivery channel which followed the already established traditional banking means such as “automated teller machines, telephone, and internet banking” (Amiri & F, 2012) Various terms are used to mean mobile banking comprising “m-banking Kahandawa & Wijayanayake (2014) “branchless banking (Balogun, Ajiboye, & Dunsin, 2013) “m-payments”, “m- transfers”, “m- finance” Yousuf (2017)and “pocket banking” (Amin, 2006). These terms associated with mobile banking unambiguously suggest that this innovative service is conducted using a portable or mobile device such as mobile phone or tablet (Sakhaei, Afshari, & Esmaili, 2014). It offers customers an opportunity to cooperate with a bank through a “portable device” (Gomachab, 2016). Three devices are mentioned to qualify to provide mobile banking service: mobile phone, smart phone, and tablet in a bid to distinguish mobile banking from electronic banking that is accessed through a different user interface, a laptop or desktop PC (Yousuf, 2017). The first mobile banking service was thrown at the end of the 1990s by Pay box in association with Deutsche Bank, both Germany institutions. In the beginning it was introduced and verified in some European nations: Germany itself, United Kingdom, Austria, Spain, and Sweden. In the category of the unindustrialized countries, Kenya took the lead by introducing an m-banking service based on text, M-Pesa (Workuet al., 2016). Mobile banking is used to offer a variety of financial and non-financial services. The services offered are divided into transaction and information services. Transaction services includes but not limited to payment of bills (LUKU, TAXES, TV subscriptions), payments between users, transfer of funds, remittances, shopping and contributions, and mobile balance recharge while information services include inquiring balance, brief bank statements, changing PIN, Check book request, due alerts for expenses, and locating ATMs (Shaikh & Karjaluoto, 2015).The introduction of mobile banking technology was meant to offer variety of services to the customers to enhance customer satisfaction. Customer satisfaction (CS) has become essential in marketing originating from the 1960s when it was viewed as “satisfying the needs and desires of the consumer” although the word was already in use in English from the 13th century (Keith, 1960; Parker & Mathews, 2001). Customer satisfaction then has become to be viewed in two approaches, first as an outcome of consuming something and secondly as process, which suggests an evaluation of what one received against their expectation (Parker & Mathews, 2001). The rapidly developing Statistics and Communication Technology (ICT) consumes many changes in the society, including on ways of which service providers communicate to customers. With the technological revolution in this century the world is becoming a village through the process of globalization. At the end of the last century, the Global System for M 17 Global Journal of Management and Business Research Volume XXII Issue III Version I Year 2022 ( ) E © 2022 Global Journals