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This study was investigating the contribution of Umoja Switch ATM’s in
performance of Commercial Banks in Tanzania at Akiba Commercial Bank (ACB) in
Dar es Salaam Region. Specifically, the study was determining stakeholders
perception on the service provided by Umoja Switch ATM Network; identifying
challenges faced by Bank Management on course of providing services through
Umoja Switch ATMs; and assessing the extent to which Bank Management have
managed to solve challenges faced by Bank services through Umoja Switch.
Notably, on this study the researcher collected both primary and secondary data
using open-ended and Closed-ended questionnaire.
This study found and concluded that; most of the respondents argued that there is
perception toward using Automatic Teller Machines especially for day to day
transactions. ATMs offer considerable benefits to both banks and their depositors.
However, most of the respondents argued that factors that affect the performance of
Automatic Teller Machines to the banking operations are: many customers’
transaction and poor education of using ATMs for customers. Notably, most of the
respondents argued that there is contribution of Umoja Switch ATM’s in
performance of Commercial Banks i.e. bank as customers could not or would not use
them, or experience difficulties in their interactions. Moreover, most of the
respondents argued that stakeholders decide to adopt and use ATM without first
testing it for a while. This could be because of their already perceived notions as to
the advantages of using ATMs.
Finally, this study recommended that; in the rapid diffusion of ICT in banking sector,
bank should provide a platform to use innovative technologies to enhance operational
efficiency and quality of service to attain and retain customers. |
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