Trend Analysis of Electronic Banking as the Catalyst of Commercial Banks Performance in Tanzania: Evidence from CRDB Bank Plc.

Abstract

Electronic banking (E-banking) is one of the rapid global technological trends seen in the banking industry. In developed countries, the adoption electronic banking in banking industry is at great pace. The empirical studies from developed countries are reporting great improvement in the banking industry due to adoption of E-banking in the industry. Comparing developing countries to developed ones, still the implementation pace and impacts of E-banking in African countries particularly in sub-Saharan Africa is low. Tanzania is among of the developing country witnessing changes in banking industry at slow pace; though, most commercial banks in Tanzania have adopted some E-banking tools in their operations, the expectation is to improve both financial and non-financial performance of the bank. By using (SPSS), the study analysed both primary and secondary data of CRDB Bank Plc and its 1,000 randomly chosen sample of customers to measure the performance of the bank after the introduction of E-banking. The study has found a significant positive change in both financial and non-financial performance of the bank; yearly average increase of 39% internet customers, 68% fees collected from internet customers, 28% ATM customer, 22% revenue collected from sim-banking services in five years. It also, recommended to make necessary improving on challenges facing customers served through E-banking tools.

Keywords: Electronic banking, commercial banks, performance

DOI: 10.7176/RJFA/10-7-03

Publication date: April 30^th 2019