Masters Dissertations

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Browsing Masters Dissertations by Author "Abeid, Mwajabu Musirikale"

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    A customer satisfaction-based evaluation of the quality of automated teller machine services
    (University of Dar es Salaam, 2014) Abeid, Mwajabu Musirikale
    The study evaluated the service quality of automated teller machines (ATMs) services in Tanzania based on customer satisfaction and using the National Microfinance Bank (NMB) as a case study. Four dimensions were considered namely convenience, conducive environment, reliability and quality of service offered to customers. Data from 100 ATMs users was collected using a structured questionnaire which was supplemented by in-depth interview from NMB bank staff. Data collected from the ATM users was analysed using non-parametric method such as descriptive statistics while data from bank staff was analyzed qualitatively. Of the six indicators of convenience, the customers had low level of agreement on a five point Licket scale with respect to the speed of the ATM transactional processing (2.68) and the simplicity in ATM usage (2.38). On the other hand, they had high level of agreement with accuracy in processing transactions (1.17) and minimum breakdown of ATMs (1.36). With regard to ATM network accessibility, the study found a reasonably high level of satisfaction (mean ranged from 1.94 to 1.97 with a standard deviation ranging from 0.69 to 0.82). On reliability of ATMs, low level of satisfaction the study registered a (2.55) for availability and (2.37) for a receiving accurate billing for transactions. For registering dependability in handling customer’s service problems and receiving the right quantity of service there was a higher level of satisfaction (1.7 and 1.6) respectively. On the whole, the study findings found positive indicators in relation to efficiency of ATM service, ATM network accessibility, ATMs reliability and tangibility in Tanzania in meeting customers` expectations. Generally, a conducive environment for ATMs service quality was found to have a positive impact on customer satisfaction. Indeed, there is significant relationship between ATMs service quality and customer satisfaction. On the other hand, there was a low return on meeting the special needs of the disabled ATM users and the elderly. On the basis on these findings, the study recommends the use of the recovery dimension of electronic services to enhance customer satisfaction with ATMs. The banks must also put in place measures to reduce customer frustrations during transactional failures.