RUAHA CATHOLIC UNIVERSITY

The purpose of this research was to understand the influence of electronic banking services quality on customer satisfaction in Tanzania. The study was conducted in Iringa where a simple random sampling was used to draw a simple of 183 respondents. Questionnaire was used to collect data for hypothesis testing form National Microfinance Bank customers. Results using multiple regression indicated that, electronic service quality is significant influencing bank customer satisfaction. In addition, security and tangible are only dimensions of electronic bank service quality which was found to be significant while empathy and responsiveness was found to be insignificant. It concludes that there is a relation between customer satisfaction and electronic banking service quality. The study further concluded that electronic bank security and tangibility when combined tend to increase the level of customer satisfaction in banking industry. The study recommended that, for bank to satisfy their customers who are using electronic banking services, the Ruaha Catholic University Faculty of Business, Economics and Management Sciences Ruaha Journal of Business, Economics and Management eISSN 2507-79945 Vol 2, Issue 1, 2019 Ruaha Journal of Business, economics and Management Sciences Vol. 2, Issue 1, 2019 89 bank should increase the level of electronic security and tangibility of electronic device. The bank further should develop strong security policies that address all customers need in relation to electronic services.

Electronic Services Quality, Bank Customers Satisfaction, Services Quality Model