The Challenges That Customers Face When Using Automated Teller Machine: A Case Study Of Crdb Limited In Mbeya City Council

ABSTRACT

The study focused on the challenges that customers face when they use Automated Teller Machine during their financial transactions: A Case of CRDB Mbeya Branch in Mbeya City. The study specifically intended to examine customer’s awareness on the uses of Automated Teller Machines, to find out the challenges that customer face when using automated teller machines and to find out the measures to be taken in improving ATMs services to the customers. The study employed descriptive research design whereby purposive and simple random techniques employed to get 50 respondents who were included in this study. Social survey and Personal Interview were used as a method for data collection. Questionnaires and interview guide as tools for data collection were administered to selected sample. Data analysis was done in both qualitatively and quantitatively with the help of computer software programs Statistical Package for Social Science (SPSS). The study revealed that card capture, non-cash dispense, network failure, limit in Cash dispense and delay in cash dispense were the challenges that bank customers faced when using ATMs for their financial transactions. The study concluded that those mentioned challenges have become obstacles to customer satisfaction. However improvement in network connectivity, enough education on the proper use of ATMs, contracting with more than one internet suppliers and providers, help from ATMs personnel assistant and knowing ATMs’ cash performance in a day. These were the measures suggested to tackle the mentioned challenges. Therefore the researcher recommends that the CRDB Bank Ltd management should put positive efforts on the suggested measures so as to eradicate those challenges for the sake of bringing total customer satisfaction trough the ATMs services.