EXPLORING CUSTOMER SATISFACTION WITH ONLINE TRANSACTIONS: THE CASE OF RETAIL BANKS IN ZIMBABWE.
Year:2017 Volume III Issue IV
Print ISSN :2454-6542,Online ISSN:2454-6542
Received on:29th June 2017, Received in Revised Form:2nd August 2017, Accepted On:8th September 2017
Article DOI : 10.18231/2455-9342.2017.0013
Mrs. Cinderella Dube Research and Innovation Office, National University of Science and Technology, Bulawayo, Zimbabwe.
Dr. Victor Gumbo Department of Mathematics, Faculty of Science, University of Botswana, Gaborone, Botswana
Corresponding Author: firstname.lastname@example.org.
Technological advancements have altered the manner in which individuals conduct their personal and business affairs. This has prompted banks to realise the need to switch to online banking in an effort to increase customer satisfaction. In order to do this, banks have introduced the use of online transaction platforms to connect with their customers. Therefore the objective of this study was to find out the rate of adoption and the level of customer satisfaction with the online transaction platforms in commercial banks in Zimbabwe and how gender influences them. The study also sought to determine the factors influencing customer satisfaction in banks and how gender and age influences them. A sample of 268 customers was used. The online transaction platforms studied in this Paper were Internet banking, Automated Teller Machines, Mobile banking and Point of Sale. The study revealed that the adoption of online transaction platforms was relatively due to continued use of branch banking. In this regard, males had adopted more platforms than females. The overall satisfaction level with online transactions was also relatively low at 25.8% where males were more satisfied with the platforms than females. It was also revealed that males regarded provision of information, financial stability, bank charges and quality of products as important factors influencing customer satisfaction whereas women were more satisfied with convenience and online customer care. In the same vein, older generations were more concerned with provision of information and bank charges whereas the younger generation was more concerned with the financial stability of the banks as important factors. The study recommended customers to adopt and use online transaction platforms in order to take advantage of the convenience of using them. Banks were urged to improve marketing strategies in an effort to encourage customers to use online transactions, particularly with regard to females and online customer care and provision of information with regard to the older generation.
Customer satisfaction, Internet banking, Automated teller machines,mobile banking, Point of sale,Demographic aspects.