An assessment of ATMs user’s satisfaction and the challenges they face when using ATMs in Tanzania

This study assessed ATMs user’s satisfaction and the challenges they face when using ATM services in Tanzania. A descriptive cross-sectional research design was employed using both qualitative and quantitative approaches. The study used structured and open- ended questionnaires .Data from 150 respondents were analyzed using percentage and mean. Findings reveal that customers’ satisfaction were articulated by the following attributes convenience of the services, 24/7 availability of the services, efficient operation, security and privacy, responsiveness, and reliability. Findings also reveal that there is a relationship between ATM services and customers satisfaction. Moreover results reveal that, there are challenges facing users of ATMs which are card retention, frequent breakdown of machines, and frequent run out of cash in ATMs, language, low withdrawal limit per day and the issue of card skimming and fraud lent transactions. The study concludes that CRDB Bank Plc should proactively monitor customers’ preferences with regard to use of this delivery channel for effective response. CRDB Bank should also focus on important aspects of security and privacy as well as efficient operation of ATMs. CRDB Bank should also augment and diversify their offerings through ATM and use this medium to build strong and sustained relationship with customers.