The Role of Information and Communication Technology on the Service Quality of Commercial Banks in Tanzania: the Case of NBC Bank Plc

Abstract

ICT plays a huge role on the improvement of business processes in businesses, particularly in the banking sector. However, the extent to which ICT is employed is still questionable.  This research examines the impact of ICT on the service quality of commercial banks in Tanzania. Thematic Content Analysis (TCA) was used for data analysis. The study revealed that ICT has a positive impact on the service quality of commercial banks. Three dimensions of services, namely Internet Banking, Automated Teller Machines, and Mobile Banking, were used for benchmarking. The findings of this study will provide valuable insights for NBC Ltd and other commercial banks in Tanzania to improve their service quality through the effective use of ICT. Policymakers may use the study findings to develop strategies that can make service delivery more effective and less costly.