Evaluating Cybersecurity Awareness Levels among NMB Bank Plc. Customers in Morogoro Municipality, Tanzania

Abstract

This study evaluates the level of cybersecurity awareness among customers of NMB Bank Plc in Morogoro Municipality, Tanzania, in the context of the increasing adoption of digital banking services. The rapid digitalisation of banking platforms has created new opportunities for financial inclusion, while simultaneously exposing users to heightened risks such as phishing, identity theft, and online fraud. Despite significant investments in digital infrastructure, limited cybersecurity literacy remains a major vulnerability within Tanzania’s banking ecosystem. The study employed a cross-sectional design within a mixed-methods framework, combining quantitative data from 375 customer questionnaires with qualitative insights from ICT champions at selected NMB branches. The findings revealed a high level of general awareness, particularly regarding the risks of sharing personal banking information (88.5% agreement; χ² = 579.59, p < 0.001) and understanding the impact of cyber fraud (81.6% agreement; χ² = 411.48, p < 0.001). However, practical knowledge and behavioural skills were limited. Only 39% of customers had attended cybersecurity training (χ² = 7.15, p = 0.051), and just 47% could identify signs of a hacked account (χ² = 25.12, p = 0.015). These results indicate a significant gap between theoretical awareness and applied cybersecurity practices. The study concludes that while awareness of cybersecurity threats is relatively high, gaps in practical training and situational readiness persist, increasing vulnerability among digital banking users. Policy implications include integrating cybersecurity education into national financial literacy programmes, mandating customer-centred awareness initiatives by financial institutions, and establishing a national cyber hygiene policy. Strengthening end-user awareness is critical to enhancing the resilience and security of Tanzania’s digital financial system.