The Effect of ATM Service Quality on Customer Satisfaction the case of wegagen Bank Addis Ababa Branches
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Date
2023-01-09
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A.A.U.
Abstract
The main goal of this study is to assess the effect of ATM service quality on customer satisfaction in wegagen bank S.C. Addis Ababa branches. To this end, the users’ level of customer satisfaction and perception of the quality of service being provided by the bank were investigated. To achieve the objectives of this study, the study adopted descriptive research methods by obtained data from primary and secondary source. The primary data was collected through questionnaires from a Sample of 396 ATM customers wegagen bank Addis Ababa branches. These respondents were selected using convenient sampling method. The data collected from the questionnaire were analysed using Statistical tools such as through descriptive statistics, correlation and regression analysis and presented in the form of table, graph and pie chart. The secondary data were collected from reviewing magazines, different books, official bank manual, online sources, and other documented materials that provide relevant information to study. The major problems faced by the customers while using the services includes few number of ATM terminals in the branch and different business environments, ATM Machine cannot be properly functioned and cannot provides immediate response to the customers when cash withdraws without tendering of payments and the ATM card often appears to malfunction in the Banks own branch’s as well as other Banks ATM Machine which keeps the Bank at disadvantage position as compared to the other private and government Banks. The collected data were analyzed using descriptive and inferential statistics and presented in the form of table, graph and pie chart. The descriptive result shows overall customer satisfaction is lower to ATM customers. In addition, inferential result of this study shows all service quality dimensions have positive significant relationship except empathy. Regarding the effects, the researcher recommends to wegagen bank to improvements has to be done on ATM service quality by providing efficient and sustainable network system, maximizing number of ATMs in convenient areas for service and considering high progress on service quality dimensions included in this study.