Customers' Experiences with E-banking: A Case of Academic Staff at Mzumbe University, Tanzania

Abstract

This study investigated the customers' experiences with e-banking. The study was carried out at Mzumbe University because the faculty members, especially those from the Faculty of Science and Technology, have the ICT know-how required to offer insightful analyses of e-banking systems. The study employed a qualitative research approach, using the case study design. Through purposive sampling, the researchers selected 12 participants who were knowledgeable in technology-related fields. ICT expertise was required to ensure that participants could provide insightful comments during the effective discussion on e-banking systems. Their technological expertise improved the overall quality, credibility, and relevance of the research findings.  The study used an interview guide as source of data, in-person and telephone-based. The study used the thematic approach in analyzing data. The study revealed that most of respondents used the e-banking platforms, which helped people manage their accounts more efficiently and reliably while also saving money. The convenience of executing transactions and obtaining account information prevailed, which increased the perceived value and general convenience of e-banking platforms. On the other hand, a few individuals reported hesitance due to prevailing security issues. The study recommends that banks should create user-friendly interfaces and improve the efficiency and convenience of the online banking platforms.  Furthermore, there is a need for strong security protocols that address the prevailing security issues.