Effect of ATM Service Quality on Customers Satisfaction in Banking Industry in Ethiopia: (The Case of Oromia International Bank in Addis Ababa)
| dc.contributor.advisor | Mesfin, Fikre (PhD) | |
| dc.contributor.author | Habte, Ashenafi | |
| dc.date.accessioned | 2019-07-04T16:05:03Z | |
| dc.date.accessioned | 2023-11-19T09:08:17Z | |
| dc.date.available | 2019-07-04T16:05:03Z | |
| dc.date.available | 2023-11-19T09:08:17Z | |
| dc.date.issued | 2019-03 | |
| dc.description.abstract | This study has been conducted with an objective to asses’ consumer satisfaction on ATM in the Ethiopian banking industry. The analysis of this study was made based on a case study on OIB customers in Addis Ababa city. The study was conducted based on data collected from customers and management of the bank through questionnaires and unstructured interview. The questions were focused to evaluate the extent of customer satisfaction regarding ATM services of the bank in five service quality dimensions that included tangibility, reliability, responsiveness, assurance and empathy towards ATMs. Moreover, to achieve the research objective the research adopted a descriptive research design; using both qualitative and quantitative approach. The designed questionnaires were distributed to 200 ATM card users of the bank. Source of data was primary; primary data were collected by using 5-point Likert-Scale. The samples were selected from five different city branches location by purposively sampling technique. Using SPSS, descriptive statistics, correlation, one sample t-test and anova are used to analyze the data. The research finding shows that that OIB ATM customer’s level of satisfaction was positive, even though, customers were not happy with some of ATM attributes like promptness in replacement of lost ATM cards, ATM out of order, return of swallowed ATM card, insufficient number of ATM, inaccessibility of ATM and employee to solve ATM related issues and inconvenience of ATM locations. Moreover, the survey result also implied that the management of the bank to pay attention for training and developing staffs’ skill in using ATM services in addition to installing the ATM in appropriate and accessible places. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/18645 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | ATM | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Ethiopia | en_US |
| dc.subject | Service Quality | en_US |
| dc.title | Effect of ATM Service Quality on Customers Satisfaction in Banking Industry in Ethiopia: (The Case of Oromia International Bank in Addis Ababa) | en_US |
| dc.type | Thesis | en_US |