Impact of paperless banking on customer satisfaction. A Case of NBS Harare

Author

Man’oro, Tapiwa O

Title

Impact of paperless banking on customer satisfaction. A Case of NBS Harare

Abstract

The aim of this research was to examine the impact of paperless banking on customer satisfaction in Harare. The study's objectives were to determine the forms of paperless banking, impact of paperless banking on customer satisfaction, to determine the benefits and challenges connected with paperless banking. To gain a thorough understanding of the aforementioned topic, the researcher employed both an exploratory and a descriptive research design, collecting both qualitative and quantitative data. The researcher employed non-probability sampling in the form of convenience sampling. A total of 80 respondents were drawn from two NBS branches in Harare, SSC and Samora Machael. Questionnaires and interviews were used as the primary data sources whilst textbooks, journals, the internet and documentations were used as the secondary data. The researcher presented data in the form of tables, charts and graphs using Ms Excel 2013. The study identified ATM’s, Internet banking, mobile banking and ZIPIT as the widely used forms of paperless banking with internet banking being the commonly used. Furthermore, a high proportion of paperless banking users agreed that there is a link between paperless banking and customer satisfaction. The advantages of paperless banking were noted as simplicity of use, convenience, enhanced account management, accessibility, speed, and accuracy. However, the study noted obstacles connected with paperless banking, such as system and network problems, power shortages, and a failure to comprehend how to use e-banking, as well as the possibility of fraud and a cumbersome registration process. The study noted that, paperless banking consumers are now frequent users of the new mode of banking, with the majority willing to continue using it. The study concluded that paperless banking has a positive impact on customer satisfaction. Additionally the study noted that convenience, transaction speed, ease of use and security have an impact on customer satisfaction with e-banking. The study then recommended the banking industry to develop a long-term solution to the system and network difficulties. Additionally in order to attract a wider customer base, the banking sector must also upgrade its technology infrastructure by focusing more on paperless financial services.

Date

June 2022

Publisher

BUSE

Keywords

Banking

NBS

Supervisor

N/A