Assessment services quality determinants in a technology facilitated service: The case of Banking Sector in Tanzania

The main objective of this study is to assess service quality determinants in technologically facilitated services, a case study of National Bank of Commerce, Tanzania Postal Bank and Standard Chartered Bank. Survey approach was used in this research, whereby two groups of respondents were involved. Data collection was undertaken through face-to-face interviews only. Data obtained were both qualitative and quantitative in nature, and data were analyzed both quantitatively and qualitatively. The main findings from the research revealed a number of problems encountered by customers, that is machines being out service, long queues, poor security, high transaction costs, lack of experts, lack of user knowledge, urban- based service, limited amount of cash to withdraw, few automated Teller Machines at service points and few language options to use in ATMs. Relevant suggestions and recommendations for immediate attention and further research were made. Some suggestions included adding to the number of ATMs t service points, having reasonable transaction rates, installing new ATMs at different locations such as bars, shops, hospitals, markets, etc, so as to meet increasing customer needs. User need to be educated and also there should not be a limit on cash to withdrawals. It is recommended that further research should be carried out but taking a large sample of customers and different regions of Tanzania, which were not covered in this study. Also, the same study could be done in other service sectors such as hotels, schools, hospitals and universities for improved customer service.