The Effectiveness of mobile banking in increasing customer satisfaction: a case of Cabs Gweru

Author

Chipokosha, Nyasha.

Title

The Effectiveness of mobile banking in increasing customer satisfaction: a case of Cabs Gweru

Abstract

The study sought to find out the effectiveness of mobile banking in increasing customer satisfaction in Zimbabwe, a case of CABS bank in Gweru, the study adopted a case study design on a sample size of 50 respondents who were selected through simple random sampling from a target population, bank customers. Data was collected by use of questionnaires and the data analysed by the aid of Statistical Package of Social Scientists Program (SPSS). The findings were summarized, and data was presented using tables, charts and figures. Based on the study findings it was concluded that close to all those using mobile banking are generally satisfied with the service. The study findings showed that information technology infrastructure, installation costs and user perception affect the Adoption of the computerized Accounting System. The study suggests encouraging the widespread use of mobile banking; campaigns should be launched to disseminate the usefulness of the technology. Such as through televisions, radios and social networks like Facebook and twitter. The researcher highly recommends improvement of the service availability in time. This should involve reviewing of the service level agreement between the service providers and the mobile network operators to enhance customers to access their bank accounts anywhere and at any time. The researcher proposes the following recommendations: (i) Further research should be conducted in this area to explore the profitability associated with the techn

Date

June 2022

Publisher

BUSE

Keywords

Mobile banking,

Accounting System,

Customer satisfaction

Supervisor

Mr. E. Chitombo,