A Dissertation submitted in Partial/ Fulfillment of the Requirements for the award of Master’s Degree of Science in Accounting and Finance of Mzumbe University
This study was carried out to assess theeffect of ATM on Customer Satisfaction in the Tanzanian Banking Sector. NMB Ifakara Branch was selected as the case study for the study. Samples of 96 ATM users of NMB Ifakara Branch were selected. Data were collected using semi-structured questionnaires and they were organized, coded and analyzed using Statistical Package for Social Sciences (SPSS) version 20.0 for windows. Results were presented in tabular form with frequencies and percentages. Regression analysis was also done using dependent variable (customer satisfaction) and independent variables (reliability, security, safety, accuracy, and convenience). The findings show that many respondents are aware of the presence of ATM services and they hold account and ATM cards with NMB Ifakara Branch. The findings further show that interviewed respondents rated the services offered by an ATM to be effective with withdrawal as the main service offered by ATM, followed by checking of balances/recharge service. From regression analysis respondents showed that they are satisfied with services offered by the Amin terms of reliability, security, safety, and accuracy. However, they are not satisfied in terms of the ceiling of the amount of money to be withdrawn from the ATM per day and the number of ATMs installed and they regard it as a hindrance to the effectiveness of the ATM service delivery especially at the end of the month when customers spend a long time in queue waiting to access s