The Influence of Automated Teller Machines on the Customer Satisfaction at NMB Bank Plc in Dodoma City.

Abstract

Self-service technologies have been considered to solve the problem of receiving bank service through direct bank tellers. This paper assesses the usage of Automated Teller Machines on the Customer Satisfaction of NMB Bank Plc in Dodoma City. Specifically, the study focused on the usage of Automated Teller Machines self-service technology for the customer satisfaction of NMB Bank Plc in Dodoma city. This study is quantitatively designed and applied survey in data collection. Data were collected through the use of questionnaire. The findings revealed that ATM is applied for handling the diversity of function for example money transfer, and account checking balance. Also, findings show that ATM is applied every day with customers of NMB to handle different functions and transactions. Including transfer ATM application, money transfer, and account checking balance. The usage is driven reasons of avoiding bank queue, carrying cash unnecessarily, minimize disturbance in accessing bank services and saving time especially in cash withdrawal among the customers of NMB Plc Dodoma City. The study concludes that therefore, it is concluded that ATM is used at large in accomplishing several social and economic activities, thus customers of NMB Bank Plc in Dodoma city are satisfied with ATMs. This study recommends the management of NMB Bank PLC has to increase sensitization of usage of ATM functionalities to the customers.