Assessment Of Performance Of Mobile Banking Business A Case Of Dar Es Salaam City

ABSTRACT

Despite mobile banking business being a fast growing ICT-based innovation in line with the face to face traditional banking industry little is known on the performance of mobile banking business among many countries including Tanzania. A study was conducted among four mobile network operators (MNOs), namely, Vodacom MPesa, Tigo Pesa, Airtel Money and Zantel ZAP, and five banks (NMB PLC, CRDB PLC, Exim Bank, TPB and BOA), to assess the mobile banking business performance in Dar es Salaam City. The study was carried out based on specific objectives: 1) to identify mobile banking services being offered, 2) to assess mobile banking business organizational benefits, 3) to analyze potential strengths, weaknesses, opportunities and threats (SWOTs associated with mobile banking businesses, and 4) to assess customer's satisfaction on service delivery. Both structured and unstructured questionnaires coupled with interviews, documentary review and observations were employed among mobile banking business customers, MNOs and banks management, and MNOs agents in Dar es Salaam city. A total of 150 respondents were both randomly and purposively selected for the study. Data obtained on m-banking service delivery, organizational benefits, SWOT and customer satisfaction were analyzed into simple descriptive statistics using Statistical Package for Social Sciences (SPSS) version 15.0.