ASSESSING THE ADOPTION OF MOBILE BANKING SYSTEMS AMONG CUSTOMERS: A CASE OF TANZANIA FINANCIAL INSTITUTIONS

Abstract

Banks are seemed to be one of the business that are really interested in a system which provide a better service to its customers effectively and efficiently. Mobile banking through an application is a recent technological innovation with enormous potential to improve the banking experience of retail bank customers and to streamline the banks’ operations. However, the successful implementation of mobile banking application (app) fundamentally depends on how much customers are fully motivated to adopt it. In fact, mobile banking adoption is in development stage of its growth in Tanzania. The study examines how user adoption of mobile banking services in financial institution through practices and challenges. The study is descriptive in nature and the convenience sampling units were used. The total sample size was 200 individuals including staff members of service providers and customers from commercial banks in Tanzania. The findings indicate that transaction costs, online theft, stranded platforms, network bottleneck, user perception and network providers’ security is not guaranteed. The findings contribute to the debate around technological innovation and transforming the banking industry. Also, they have policy implications with regard to the user-need approach to mobile banking services and network providers