Effect of automation on customer satisfaction in service business: the case of standard chartered bank

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University of Dar es Salaam
The main objective of the study was to empirically study the extent to which automation, can impact customer satisfaction in the banking sector. The study was a cross-sectional descriptive research, with working hypotheses that were tested. Primary data describing values of customer expectations and service performance as perceived by customers and future intentions were collected from respondents by questionnaires and interviews. Respondents were customers of Standard and Chartered Bank and were from Dar es Salaam, Arusha, Mwanza, and Moshi. Data obtained were analyzed by the Statistical Program for Social Sciences (or SPSS). A non-parametric test, (t-Test for paired samples) was used for hypothesis testing. Analysis of Variance was also used to check for any significant relationships between selected variables and other variables. One-sample t-tests were carried out on two variables to draw some conclusions on the population. The findings indicated that automation enhances customer satisfaction. It was also shown that, regardless of age or gender, customers are satisfied more with automated services compared to the traditional way of being served by customer-contact employees. However, the findings also revealed that customers are embarrassed by recurring problems they face while using ATMs, especially when there is no alternative for the service, like weekends and after office hours. Service failure was found to be the major source of dissatisfaction when using ATMs.
Available in print form, Eat Africana Collection, Dr. Wilbert Chagula Library,(THS EAF HG1709.T34K32)
Bank and banking, Tanzania, Customer satisfaction, Electronic data processing
Kabalika, M. S. (2001) Effect of automation on customer satisfaction in service business: the case of standard chartered bank. Masters dissertation, University of Dar es Salaam, Dar es Salaam.