International Journal For Multidisciplinary Research

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The Impact of Digital Banking on Customer Satisfaction in Commercial Banks in Tanzania: A Case of NMB Bank in Kigoma Region

Author(s) Ms. Nasimire Kokusiima Egla
Country Tanzania
Abstract Almost all banks in Tanzania have adopted electronic banking as a means of enhancing service quality which leads increasing customer satisfaction. However, Tanzania’s commercial banks have not satisfied their customers enough due to a number of problems hindering the smooth delivery of digital banking services. This study therefore examined the impact of digital banking services on customer satisfaction in the banking sector of Tanzania by taking a case study of NMB Bank in Kigoma Region. Specifically, the study aimed to assess how Internet Banking contributes to customer satisfaction, to evaluate the impact of ATM services on overall customer satisfaction, and to analyze the effect of Mobile Banking on customer satisfaction. Factors that were considered are convenience, accessibility, speed, and security. Quantitative research approach was used in which primary data were collected using a 5-point Likert scale questionnaire. 256 NMB Bank customers were involved and data were analyzed through SPSS software program. Multiple linear regression analysis was used to explain the findings on specific objectives. The findings indicated that digital banking has an impact on customer satisfaction in commercial banks in Tanzania. In particular mobile banking affected customer satisfaction to the largest extent as compared to other digital banking services as far as convenience, accessibility, speed, and security are concerned. The second was ATM and lastly was internet banking. The study recommends on the need for various stakeholders in the banking sectors to improve the technological infrastructure by putting more efforts on the digital banking services and products as this will enable them reach and satisfy a large number of customers compared to conventional banking. Other studies should be done by focusing on other regions especially big cities of Tanzania where there are many digital banking users and experts who can provide a complete picture of the impact of digital banking usage in relation to satisfaction.
Keywords Digital Banking, Customer Satisfaction, Commercial Banks, NMB Bank, Kigoma Region
Field Business Administration
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-31
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.65378
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