Assessment of customer Satisfaction with ATM banking: Empirical evidence from Selected Commercial Banks in Ethiopia
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Date
2015-11
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Addis Ababa University
Abstract
ATMs introduced with the view to automate the operation of the banks and create competitive
advantage in the banking industry. The purpose of the study was to measure customer
satisfaction with ATM banking. The data collected was analyzed by use of descriptive statistics,
correlation analysis and multiple regressions. The finding revealed that, out of 379 ATM card
users where over half are fairly satisfied with ATM services from their respective bank. All ATM
service quality attributes associated with technology have been perceived good performers,
while all attributes associated with employee performance and management functionality have
been perceived not so good in performance. The results have further found that all service
quality significantly correlate with customer satisfaction except three items under
responsiveness. The result from multiple regressions also confirms also all service quality
attributes used in the study significantly influences customer satisfaction. Therefore, the results
designate that for banks to remain competitive through ATM banking efforts should be exerted in
providing responsive ATM services.
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Keywords
ATM banking