Anthony Magoma, Atupakisye Simon Mwakolo, Enid Ernest, Laban Gasper Letema


This study was conducted at CRDB Nyanza branch in Mwanza with the aim of measuring the level of customers’ satisfaction with CRDB SimBanking services. CRDB Nyanza branch was chosen because it is one among the financial institution providing SimBanking services and is located in Mwanza City center. A SERVQUAL model on the five dimensions of tangibility, reliability, responsiveness, assurance and empathy was used. Convenience sampling technique was used to sample 100 CRDB customers who are using CRDB SimBanking services. A self-administered SERVQUAL Model based questionnaire comprising of 22 items. Results were analyzed using SPSS. Quantitative analytical techniques of Cronbach Alpha, correlation and regression analysis were fully applied. The findings revealed that the strongest predictor of customer satisfaction was reliability (R2= 50.2) followed by assurance (R2=28.2), tangibility (R2= 25.4), Responsiveness (R2=12.7) and empathy (R2= (9.5). The study recommends that CRDB as an institution should improve their services by focusing on empathy by improving its customer care to its clients.


SimBanking, Customer satisfaction, Service Quality, SERVQUAL Model

Full Text:



Al-Azzam , D. A. F. M. (2015). The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan. European Journal of Business and Management, 7(15), 45-53

Al-Rousan M and Mohamed B (2010) Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. Intl. J. Business & Econom. Sci. 2(3), 202-208.

Angelova , B., & Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using American Customer Sat-isfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences, 1(3), 232-258.

Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16 (3), 297-334.

Gruber, T., Fub, S., Voss, R. & Glaeser-Zikuda (2010). Examining student satisfaction with higher education services: using a new measurement tool. International Journal of Public Sector Management, 23 (2), 105 -123.

Hansemark OC & Albinson M (2004). Customer Satisfaction and Retention. The experiences of individual Employees. Managing service Quality 14: 40-57

Kamakodi, N., & Khan, B. A. (2008). Looking beyond technology: A study of e-banking channel acceptance by Indian customers. International journal of electronic Banking, 1 (1), 73-94.

Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking. Pakistan Journal of Commerce and Social Sciences, 8(2), 331- 354.

Kohali, A. & Sheleg, A. (2011). Alternative Banking Channels. Tefen Tribune Spring Issue, 2011

Kumbhar Vijay (2009), Alternative Banking: An Modern Practice in India, Professional Banker, Vol. IX, Issue 9, December 2009, The ICFAI University Press

Kumbhar, V.M (2011), Alternative Banking Channels and Customers’ Satisfaction: An Empirical Study of Public and Private Sector Banks. International Journal of Business and Management Tomorrow, Vol. 1, No. 1, p. 1, October 2011. Available at SSRN:

Kursunluoglu, E (2011). Customer Service Effects on Customer Satisfaction and Customer Loyalty: A Field Research in Shopping Centers in Izmir City –Turkey: International Journal of Business and Social Science, 2(7), 52-59

Loke, S. P., Taiwo, A. A., Salim, H. M., & Downe, A. G. (2011). Service Quality and Customer Satisfaction in a Telecommunication Service Provider. Paper presented at the International Conference on Financial Management and Economics, Singapore.

Masrek, M.N., Omar N, Uzir, N.A and Khairuddin, I.E (2012). Mobile Banking Utilizations, Satisfaction and Loyalty: A case study of Malaysian Consumers retrieved from

Mboma, Lucy M; Phelician, Ernest. (2015) Attitude and Usage of SIM-Banking Services and Customer Satisfaction in Tanzania. The African Journal of Finance and Management [S.l.], v. 20, n. 1, Feb. 2015. ISSN 0856-6372. Available at: . Date accessed: 10 mar. 2019.

Msabila, D.T and Nalaila, S.G (2013). Towards success in Dissertation and Thesis Writing 2nd Edition, Mzumbe University.

Omar, H. F. H., Saadan, D. K. B., & Seman, P. K. B. (2015). Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan. International Journal of Learning & Development, 5(1), 86-89

Orotho AJ and Kombo DK (2002). Research methods. Nairobi. Kenyatta University, institute of open learnin

Oteh, U, O., Ibok, N.I., & Nto, C.P.O (2017). Adoption and usage of E-banking Channels in Nigeria: Implication for Deepening Financial inclusion International Business and Management, 14(3), 1-8. Available from:, C. A., & Matsui, Y. (2012). Contribution of total productive maintenance to quality performance: Empirical evidence from Japanese manufacturing plants. The Journal of Japanese Operations Management and Strategy, 3(1), 38-54

Rijwani, P., Patel, R and Patel, N. (2017) Service Quality and Customer Satisfaction: Study of Indian Banks using SERVQUAL, International Journal of Economic Research, 14(18), 119-211

Saunders, M. Lewis, P and Thornhill, (2012) "Research Methods for Business: Business students, 6th Edition. Rotolito Lombarda, Italy.

Sedigheh Moghavvemi, Su Teng Lee, Siew Peng Lee, (2018) "Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia", International Journal of Bank Marketing,

Worku G, Tilahun A, Tafa MA (2016) .The Impact of Electronic Banking on Customers’ Satisfaction in Ethiopian Banking Industry (The Case of Customers of Dashen and Wogagen Banks in Gondar City). J Bus Fin Aff 5: 174.doi:10.4172/2167-0234.1000174

Zeithaml, Valerie A., Parasuraman, A. & Berry, Leonard L.(1990) Delivering Quality Service, The Free Press, New York, N.Y


  • There are currently no refbacks.

Copyright (c) 2019 Business Education Journal