BINDURA UNIVERSITY OF SCIENCE EDUCATION BBS BANKING AND

FACULTY OF COMMERCE

AN EVALUATION OF THE CONTRIBUTION OF ICT TO CUSTOMER SATISFACTION. A CASE STUDY OF CBZ

BY

MAFUTA PATIENCE CHOICE

B1335963

SUBMITTED IN PARTIAL FULFILLMENT OF THE BACHELOR OF BUSINESS STUDIES HONOURS DEGREE IN BANKING AND FINANCE IN THE DEPARTMENT OF BANKING AND FINANCE AT BINDURA UNIVERSITY

RELEASE FORM

NAME OF STUDENT MAFUTA PATIENCE CHOICE

DESERTATION TITLE: AN EVALUATION OF THE CONTRIBUTION

OF INFORMATION AND COMMUNICATION

TECHNOLOGY TO CUSTOMER SATISFACTION

IN THE ZIMBABWEAN BANKING SECTOR. A

CASE STUDY OF CBZ BANK

DEGREE TITLE Bachelor of Business Studies Honours Degree in

Banking and Finance

YEAR DEGREEE WAS GRANTED 2017

Permission is hereby granted to the Bindura University

Library to produce single copies of this desertation and

to lend or sell such copies for private ,scholarly or

scientific research purpose only. The author does not

reserve other publication rights and the desertation

may be printed or otherwise be reproduced without the

author’s permission.

SIGNED ………………………………………………………….

PERMANENT ADRESS 2957 Northwood Chivhu

DATE FEBRUARY 2017

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APPROVAL FORM

The undersigned certify that they have supervised the student Mafuta Patience Choice’s desertation entitled An Evaluation of the contribution of Information and Communication Technology to customer satisfaction in the Zimbabwean Banking Sector. A case study of CBZ Bank submitted in Partial fulfillment of the requirements of the Bachelor of Business Studies Honours Degree in Banking and Finance at Bindura University of Science Education.

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SUPERVISOR DATE

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CHAIRPERSON DATE

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EXTERNAL EXAMINER DATE

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DEDICATION

This work is dedicated to the Almighty God. It is also dedicated to my father, C.E Mafuta.

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ABSTRACT

The study sought to examine to evaluate the contribution of Information and Communication Technology (ICT) based products to customer satisfaction. The high competition in the Zimbabwean banking industry has forced rapid changes as a result of technological innovation, increased awareness and demands from customers. However customers have expressed their disgust through customer feedback forums, about the frequent limited denominations at Automated Teller Machines (ATMs), breakdown in network, high cost of internet banking and unreliable internet connectivity. The question therefore is, Is ICT contributing to customer satisfaction? In order to answer this question, 44 questionnaires and interview guide were administered to the customers and respondents from the IT and marketing departments. The ICT based products and services selected were ATMs, Branch Network, Internet banking, Point of sale, Personal Computer Banking, Telephone banking and SMS Alert. Microsoft Excel was used to analyze the responses and results indicated that majority of the respondents agreed that ICT based products effectively contributed to their satisfaction. In summary, customers are satisfied with the ATMs and SMS Alerts but still use the branch networks, internet banking and pc banking due to ICT customers are satisfied; however there are other factors that must be considered in order to satisfy customers. There is need for timeous delivery of services and the products must be of quality. Following from this study, it is recommended, CBZ Bank enhances the performance of their ATMs in terms of security, language, accessibility to the disabled and those on wheel chairs so as to increase customer satisfaction. It is also recommended to the management to conduct research and to keep