Automated Teller Machine And Customer Satisfaction In Tanzania: A Case of CRDB Bank In Iringa

Abstract

This paper examined the factors that determine customer satisfaction with ATM services offered by CDRB Bank in Tanzania specifically Iringa Municipality. Considering that there are divergent views on dimensions of customer satisfaction as regards ATMs as established by miscellaneous researchers, the current study therefore aimed at determining dimensions that truly associate with customer satisfaction and the effect of each dimension on customer satisfaction specifically in the Tanzanian context. A quantitative study described the relationship between social economic factors, various aspects of ATM services and customer satisfaction was applied to 100 respondents drawn from 340 CRDB customers who are also holders of ATM cards. Results reveal customers usually use basic ATM services such as balance inquiry and withdrawal. The relationship between overall customer satisfaction and convenience, efficient operation, security, reliability, responsiveness and cost were significant at p<0.01. Privacy was found to have a negative significant relationship with overall customer satisfaction at P<0.05. The study suggests that CRDB bank should develop strategies to motivate its customers to use emerging ATM services apart from basic.

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

“…Moreover, it saves customers time in service delivery as alternative to queuing in bank halls, customers can invest such time saved into other productive activities. Abubakar (2014), Ranasingha and Kosala (2017), Charles (2016), Hadija and Alexander (2018), Mohammed and Dada (2014), Syed and Khaliguzzaman (2016), Adesina (2014), Safer, Sudi, Tugbay, Handa andSerpil (2015), Russel (2018), Elliot, Mary andAkosue (2014), Singh (2009), Kumar, Varaprasad, Sridharan and Unnithan (2013), Matimbwa and Ochumbo (2018) have conducted a study in the area of ATM and customer satisfaction and their findings seems to concur with positive relationship of the two variables. Furthermore, studies by Bielen and Demoulin (2007), Joseph and Simon (2018), Lahap et al (2017), Tom andLucey (1997), Patel, Chaudhary, Patel andMakwana (2012) have conducted their researches on the effect of waiting time on customer satisfaction.…”

Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

“…Researchers such as [ [9] , [10] , [11] , [12] , [13] , [14] , [15] , [16] ] conducted on ATM service quality in different parts of the world. In Ethiopia, previously scant research has been done on ATM service quality and its effects on customer satisfaction in Ethiopia, such as Embiale [ 17 ] conducted a study on the effect of automatic teller machine service quality on customer satisfaction: the case of the Commercial Bank of Ethiopia in Hawassa city, and conclude that aspects of ATM service quality, such as reliability, convenience, user-friendliness, security, and responsiveness, positively and significantly affect customers' satisfaction.…”