Debit cards and customer satisfaction: the case of CRDB bank Ltd

The general objective of this study was to investigate on debit card usage and customer satisfaction. The study investigated on the level of customer satisfaction from using debit cards and challenges that customers face from using of debit cards. The study utilized the survey method of data collection. It was conducted in Dar es Salaam and data were collected from CRDB bank. The study has established that there is a positive response for customer satisfaction in using of debit cards among the people interviewed. The study however established that there are challenges facing customer in using the debit cards. Challenges include frequent break downs of the ATM machine, limited cash withdraw amount, narrow services offered by the card, few Atolls and POS centres, time consuming services due to long queues etc. The study recommends the need for the banking institutions to ensure cash availability' at ATMs at all the times, increase the number of POS and ATM centres, regular servicing and monitoring of the machines to ensure their reliability, sharing of debit cards among banks,. The study also recommends for the banding institutions to reduce withdraw charges, more advertisements and education to create awareness and increase number and frequency of use, increase and integrate number of services, ensure high speed services, increase amount of money that can be withdrawn.