Browsing by Author "Mbele, Simon"

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    The effect of ATM service quality on customer satisfaction in the banking industry in Tanzania: a case of National Microfinance Bank (NMB)
    (University of Dar es Salaam, 2014) Mbele, Simon
    In this study, the effect of ATM service quality on customer satisfaction in the banking industry in Tanzania was examined. A descriptive cross-sectional research design was employed using both qualitative and quantitative approaches. The study made use of structured and open- ended questionnaires. Stratified sampling technique was used to form representative sample of 120 respondents. Both primary and secondary data were obtained through interviews and documentary review. Data collected were processed and analyzed using the software package in which descriptive statistics and chi-square tests were used. Results from the study revealed that ATM efficiency is the most stronger dimension followed by perceived security and reliability in terms of customer satisfaction. Moreover the findings indicate that ATM convenience is the last dimension for customer satisfaction. The study recommends that there is need to sensitize the management of the banks using seminars and workshops to address the benefit that can be gained when appropriate technology use (e.g. ATM) can bring more customer attraction by reducing queuing problem. The study findings are expected to provide information to policy makers in the banking industry about how their customers act and react. Without customer awareness on banks products, banks will waste time and scarce resources in trying to outweigh each other while customers are ignorant of their products. Areas for further studies highlighted the differences in governing policies implication and the operationalisation of some service delivery strategies in banks.