Business Administration

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Subject: search.filters.subject.Mobile banking

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    The contribution of mobile banking on business growth, perceptions of sme customers of NMB Bank: A case of Kenyatta road branch, Mwanza Tanzania
    (Mzumbe University, 2015) Lugangira, David
    This study identified the customers’ perceptions on the contribution of mobile banking on business growth. The study used different research objectives as to find out SMEs perceptions on facilitation conditions of NMB Mobile banking services, to find out SMEs perceptions on challenges facing NMB Mobile banking and to analyze SMEs perceptions on the contribution of NMB Mobile banking on business growth. In this study, a researcher collected data from 125 SMEs and 50 NMB Employees from department of commercial, Customer Services. IT and back office; making total sample size equals to 175 respondents, using questionnaires and document analysis techniques. The data was analyzed using percentages and frequency distribution and content analysis. The study findings conclude that, Mobile Banking is an important component of financial development, including opportunities for banking to population in rural areas. Indeed, evidence from this study has shown that more than half population perceived NMB Mobile banking to have improved business growth, increased sales, increased profitability, increased customer base, lower transaction costs and lower income inequality. In addition to facilitating business growth, Mobile banking helped individuals smooth their income, transfer funds, and broaden investment opportunities. Testimonies have been evidenced in promoting individuals fund transfer, reduced long queue in banking hall, saved individual time and money, facilitated trade and commerce and improved individual accessibility to different banking product and services. Despite this positive contribution, Contribution of NMB Mobile banking on business growth is hindered by low population that own mobile phones, inadequate awareness on facilitating conditions of NMB mobile banking, high transaction costs of mobile banking, inadequate education on how to use NMB Mobile banking.
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    Influence of customer service management in performance of banking industry : The case of microfinance bank , Mororgoro Tanzania
    (Mzumbe University, 2014) Lyatuu, Emmanuel D
    This study assessed the influence of customer service management in the performance of banking industry; at the National Microfinance Bank, Morogoro - Tanzania. The study was guided by the following specific objectives: to identify the strategies used in provision of customer service management in the banking industry; to assess the effectiveness of customer service management in influencing banking performance industry and to identify the challenges facing the provision of customer care in the banking industry. The study adopted survey design whereby NMB Branches were selected. Primary and secondary data were collected through the use of t interviews, questionnaires and documentary review. Analysis of the collected data was done. The findings of the study indicated that NMB Bank adopted different strategies to ensure efective customer care such as introduction of proper channels of communication like call centres, conducting customer care training on performance, designing services to fit the needs of customers; ensuring that services were always of high quality without compromise and on time delivery of services. The findings showed that improvements undertaken by the bank to manage customer visits and to “decongest” its branches included:-investment in information technology infrastructure, opening up of new branches, establishment of branchless banking model that allows its customers to use any of its branches depending on convenience. Also introduction of an expansive ATM network, introduction of E-banking and adoption of mobile phone banking were done. It is recommended that the management of NMB Bank should consider frequent training of employees on customer services especially through creating strong customer relationship and employ effective employee etiquette as manifested by mutual respect among all stakeholders, courtesy and proper dressing code. Bank businesses should also consider employing mechanisms of improving on efficiency through reduction of time spent to serve the customers