An assessment of the contribution of internet banking to customer satisfaction in the banking sector in Zimbabwe

Abstract

The study was on assessment of contribution of the internet banking to customer satisfaction at ZABG bank in Harare Central Business District situated along the Second Street. The objectives of the study were to establish the contribution of internet banking to customer satisfaction, to determine the relationship between internet banking and customer satisfaction, and to identify the challenges of internet banking to customer satisfaction. The study adopted a cross sectional and a causal research design, a sample of 35 internet banking users was drawn from ZABG bank located in the Central Business District of Harare. A combination of primary and secondary sources of data was applied in collection of data, primary data was collected using questionnaires while secondary data was found from company journals. Data was presented using tables, and analyzed using statistical analyses software package, (SPSS version 20) in order to establish relationship between internet banking and customer satisfaction. The relationship was measured using Pearson correlation and found that internet banking service affects customer satisfaction. However, some factors such as service escape, customer handling, and word of mouth process were instrumental in achieving customer satisfaction. The relationship between internet banking and customer satisfaction scored correlation 0.8, which indicates a strong relationship. Therefore, the researcher concluded that the management of ZABG bank should allocate resources on customer sensitization and education about all service that show low response from customers like SMS and mobile banking, electronic money transfer to increase on customer satisfaction. Finally, it was recommended that further research should be undertaken on the implications of internet banking to customer satisfaction in the banking sector.