An evaluation of the contribution of Information and Communications Technology (ICT) to customer satisfaction in the banking sector in Zimbabwe: A case study of MBCA Bank (2010 - 2013)

Abstract

The intention of this study was to evaluate the contribution of ICT to customer satisfaction in the banking sector in Zimbabwe using a case study of MBCA bank and covering the period June 2010 to June 2013. MBCA bank has invested a lot in systems and technologies in a bid to enhance service delivery. Despite having invested so much in ICT, there is still an apparent lack of understanding of the issues that determine the influence of ICT on the bank to allow smooth coordination of technology and service delivery to the ultimate customers. A case study using a quantitative approach was applied on a sample of 120 MBCA bank employees and clients. Out of the 120 questionnaires, 77 were successfully completed and returned for analysis which represents a 64% response rate. The research established that continuous improvement of ICT managed to boost the altitude of customer contentment. The research also managed to highlight that ICT is one of the factors that contribute to customer satisfaction in the banking sector. The research highlighted that staff and management of MBCA bank could not confidently conclude that MBCA customers access the desired information concerning their bank quickly using things like websites and also through e-banking and through customized banking products.

The study recommended MBCA bank to understand its customers through research, building a customer relationship and act on the expectations of customers rather than of the bank itself. It was recommended that the bank should consider introducing new ICT products and increase the level of awareness among existing and prospective customers on the benefits of these products. The bank is recommended to improve on its on-line, real- time banking services to maximize on customer satisfaction. The research also recommended the bank to integrate technology effectively and appropriately to aid service performance. The study recommended a further study into the evaluation of other factors that also affect customer satisfaction in the banking sector.