JJEM: Special Edition 4 (May 2025)
JJEM: Special Edition 4 (May 2025)
2025-05-31
The Effects of Internet Banking Adoption on Customer Satisfaction in Tanzania. A Case of Tanzania Commercial Bank
Dr Frank Mtaki
The research utilized the Theory of Reasoned Action (TRA) and the Technology Acceptance Model (TAM). The study has 119 respondents in total. The checklist was used to collect the primary data. Data analysis was done with the SPSS (27) program. Multiple regression analysis was employed. Perceived usefulness and customer satisfaction were found to be positively correlated, information security and customer satisfaction were found to be negatively correlated, and perceived ease of use and online customer support were found to be positively correlated. It was recommended that banks research more in understanding the needs for internet banking to satisfy the customers and make every determination to satisfy various needs of the internet services offered by internet banking
Internet banking adoption,Customer satisfaction,Tanzania