| dc.creator |
Msusa, Zaituni Kanduru |
|
| dc.date |
2020-06-30T12:17:27Z |
|
| dc.date |
2020-06-30T12:17:27Z |
|
| dc.date |
2019 |
|
| dc.date.accessioned |
2021-05-05T08:08:35Z |
|
| dc.date.available |
2021-05-05T08:08:35Z |
|
| dc.identifier |
Msusa. Z. K. (2019). Effects of ATM Services on Customer Satisfaction in Tanzania A Case Study of Diamond Trust Bank (DTB). Dissertation. Mzumbe University |
|
| dc.identifier |
http://hdl.handle.net/11192/3431 |
|
| dc.identifier.uri |
http://hdl.handle.net/11192/3431 |
|
| dc.description |
A Dissertation Submitted in Partial/Fulfillment of the Requirements for Award
of the Degree of Master of Business Administration (MBA CM) of Mzumbe
University |
|
| dc.description |
The purpose of this study was to examine the Effect of ATM Services to customer
satisfaction in Tanzania using Diamond Trust Bank (DTB) as a case study. This study
was guided by the three research questions: How does ATMs service accessibility
affect customer satisfaction? How does ATMs services reliability affect customer
satisfaction? And how does ATMs customer service affect customer satisfaction?
This choice of case study as a research design was arrived because of its suitability in
providing an overall picture of the extent to which ATMs service quality affect
customer satisfaction at Diamond Trust Bank. The target population for this study was
customers who bank and use ATMs services within the DTB bank at the three districts
of Kinondoni, Ilala and Temeke in Dar es Salaam City. The Sample sizes of this study
were 100 respondents who were selected using simple random sampling technique.
The main instrument for data collection was structured questionnaires and the analysis
was done using both descriptive statistics as well as inferential statistics.
The findings revealed that ATMs services accessibility, ATMs services reliability and
ATM customer services have positive significant related to customer satisfaction.
The study concluded that Accessibility, Reliability and ATMs Customer Services are
critical factors towards customer satisfaction. However, these are not the only
variables that could significantly influence on customer satisfaction. It may be
hypothesized that other variables such as Cultural, behavioral and attitudinal could
play a role in influencing customer satisfaction.
The study recommended that there is a need for banks to innovate new ways of
enhancing the way responds to customer’s needs and come up with strategies aimed at
building confidence of the customers |
|
| dc.language |
en |
|
| dc.publisher |
Mzumbe University |
|
| dc.subject |
ATM Services, Customer Satisfaction, Diamond Trust Bank |
|
| dc.title |
Effects of ATM Services on Customer Satisfaction in Tanzania A Case Study of Diamond Trust Bank (DTB) |
|
| dc.type |
Thesis |
|