IJSRP, Volume 4, Issue 11, November 2014 Edition [ISSN 2250-3153]
Natalia Kalimang’asi, Bundala Dodo Mathias and Tiberius Philip Mlowosa
Increasing uses of information technology (IT) helps to solve problems of efficiency, speed and prompt services. This study aimed at measuring contributions of IT on bank services delivery and customer satisfaction (CS), specifically to assess whether customers are satisfied with operations, to determine major service quality (SQ) determinants and identify its relationship between these determinants and SQ as well as CS. This study adapted SERVQUAL instrument model developed by Parasuraman and others (1990) to gather information.