Abstract:
This study evaluated the extent to which the customers are satisfied with commercial banks
e-banking in the course of using e-banking services of the commercial banks in Tanzania. The study
used questionnaires that were distributed to the customers, interview and observation while using
Automated Teller Machines (ATMs) was also used. The total numbers of 50 respondents were used in
this study. Judgmental/non probability sampling was used to select the users of e-banking services.
Secondary data related to the study were collected from books, internet, journals, and other internal
documents. The study found that the customer’s satisfaction is influenced with e-banking services
provide accuracy services, speed of networks, and smooth procedure in using it. The study also
indicated that the extent to which the customers were satisfied with commercial banks e-banking
services was that many of the customers are not satisfied with the commercial Banks e- banking
services (76%) because of poor network, language barrier and lack of IT knowledge and 24% were
satisfied because they are conversant with information and communication Technology. Finally the
study recommended for further study by including more regions, districts and cities in Tanzania
where e-banking services are available.
