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dc.contributor.authorJena, Richard
dc.date.accessioned2018-05-17T11:25:42Z
dc.date.available2018-05-17T11:25:42Z
dc.date.issued2017-11
dc.identifier.citationJena, R. (2013). 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). (Unpublished master's thesis). University of Zimbabwe.en_US
dc.identifier.urihttp://hdl.handle.net/10646/3595
dc.description.abstractThe 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.en_US
dc.language.isoen_ZWen_US
dc.subjectElectronic bankingen_US
dc.subjectBusiness performanceen_US
dc.subjectInformation and Communications Technologyen_US
dc.subjectCommercial banksen_US
dc.titleAn 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)en_US
dc.contributor.registrationnumberR06348Jen_US
thesis.degree.advisorMagaramombe, G.
thesis.degree.countryZimbabween_US
thesis.degree.disciplineGraduate School of Managementen_US
thesis.degree.facultyFaculty of Commerceen_US
thesis.degree.grantorUniversity of Zimbabween_US
thesis.degree.grantoremailspecialcol@uzlib.uz.ac.zw
thesis.degree.levelMBAen_US
thesis.degree.nameMaster of Business Administrationen_US
thesis.degree.thesistypeThesisen_US
dc.date.defense2013-08


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