The Influence of ICT Services Usage on Customer Satisfaction in Financial Institutions: A case of NMB bank – Lushoto branch
DOI:
https://doi.org/10.59645/abr.v16i1.178Keywords:
ICT Services, Customer Satisfaction, Financial Institutions, BankAbstract
This study aimed at assessing the use of ICT services influences customer satisfaction in financial institutions. The DeLone and McLean Model of Information Systems Success and theory of Competitive Strategy were employed in this study. This study was undertaken using a descriptive study design. Under this research, the target population was customers and officials of NMB - Lushoto Branch. The simple random method was used to select citizens of the Lushoto District. Primary data was collected through questionnaires and interviews while document reviews were used to gather secondary data. In this study, qualitative data was analyzed using thematic analysis. Quantitative data was analyzed using descriptive and inferential statistics with the aid of SPSS. The study found that to the large extent, the use of ICT services influences customer satisfaction at NMB bank. Correspondingly, the study concludes that there is a positive relationship between the use of ICT Services and customer satisfaction. The researcher recommends further studies on the customers' perceptions and attitudes toward banking ICT services.
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