The Impact Of Digital Banking On Customer Satisfication. Case Of Zimbabwean Commercial Banks.

Author

Mwana Lorraine T

Title

The Impact Of Digital Banking On Customer Satisfication. Case Of Zimbabwean Commercial Banks.

Abstract

This study presents the impacts of digital banking on customer satisfaction in Zimbabwean banking industry; the case study of CBZ Headquarters bank, Harare. The study investigated the impacts of digital banking on customers‟ satisfaction in banking industry, the effects of digital banking services on customer satisfaction, the benefits associated with digital banking usage as well as the challenges. The adoptability and acceptance of digital banking to bank customers, customer’s satisfaction to ordinary CBZ bank customers and whether digital banking is secure enough for banking transaction of customers, the risks encountered by customers when using digital banking in Zimbabwe. The study involved a sample size of 350 and returned 300 response rate, (63.7%) female and (36.3%) male. Journals, articles, annual reports, and books were utilized to acquire secondary data. The comments of bank employees and clients were analyzed using descriptive statistics in form of SPSS data tables. The results indicated that more than 60% of the respondents reveal that they actually adopt and accept digital banking over traditional banking system. Also than 50% agreed that there are satisfied with digital banking services provided by their bank, the services offered by the banks were good to them. There were different challenges of digital banking revealed such as network failure, limited withdraw amount, no instant help in case of transaction failure, new enough cash on machines especially during the weekends. It was concluded that customers prefer going to banks for some specific transactions. It was recommended that information on e-banking services should be given to customers in order to encourage and attract more bank customers to using the services and products. Also it is recommended that the bank should invest more on robust reliable systems to reduce incidents of failed transactions and transactional errors in ATMs, Mobile banking and POS terminals.

Date

December 2022

Publisher

BUSE

Keywords

Impact

Digital Banking

Customer Satisfaction

Supervisor

N/A