International Journal of Innovation and Applied Studies
ISSN: 2028-9324     CODEN: IJIABO     OCLC Number: 828807274     ZDB-ID: 2703985-7
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Exploring Customers’ Perception on Adoption and Use of Electronic Banking Services in Tanzania Commercial Banks

Volume 30, Issue 2, August 2020, Pages 477–486

 Exploring Customers’ Perception on Adoption and Use of Electronic Banking Services in Tanzania Commercial Banks

Adilu Mussa Salim1

1 Faculty of Business Administration, Zanzibar University, Zanzibar, Tanzania

Original language: English

Copyright © 2020 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.


This study aimed at examining Customers’ perception on adoption and use of e-banking services at Tanzania Commercial Banks. The main objective was to examine customers’ adoption and use of electronic banking services in Tanzania Commercial Bank and specifically, the study determined customers perception in terms of usefulness, usage, trust and awareness, and whether this perception have an impact in the use of traditional methods at National Microfinance Bank (NMB) in Tanzania. Questionnaires method was employed to collect information of the study from the NMB customer and for NMB annual report was used. Data was analysed by the use of statistical package for social science (SPSS).Findings indicated that majority of the respondents were appealed to use traditional banking services due to security, assurance, convenience and accessibility of services. The findings also indicated that majority of respondents found that the electronic banking services technology was easy to use, simple but needed training on its usage and also the customers have less awareness about the electronic banking services. On factors that influence the adoption of internet and mobile banking, the study found that majority of respondents indicated that internet and mobile banking improve the banking service to a great extent and majority of respondents rated the performance of the internet and mobile banking as excellent. Similarly, the study found that, ease of use, perceived risk, reliability, perceived usefulness and received creditability influenced adoption of internet and mobile banking.The study concludes that secure and better ICT quality positively assists in building trust among the users who will utilize the electronic banking services. It is recommended that banks should give high priority to customer service efficacy and should consider electronic banking as important key drivers towards successful implementation of customer service efficacy. Bank managers and policy makers should direct efforts and resources in the most effective and efficient way to increase bank business in long run and encourage customers to adopt electronic banking by training customers.

Author Keywords: Internet Banking, Usage, Mobile Banking, Adoption, Banking Services.

How to Cite this Article

Adilu Mussa Salim, “Exploring Customers’ Perception on Adoption and Use of Electronic Banking Services in Tanzania Commercial Banks,” International Journal of Innovation and Applied Studies, vol. 30, no. 2, pp. 477–486, August 2020.