The Impact of ATM Service Recovery on Customer Satisfaction in Commercial Bank of Ethiopia: A case Study on Addis Ababa City
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Date
2020-06
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A.A.U
Abstract
This research focuses on investigating the impact of ATM (automated teller machine) service Recovery on Customer Satisfaction in Commercial Bank of Ethiopia in Addis Ababa City, and tries to answer how service failures in using ATM machine addressed in Commercial Bank of Ethiopia East Addis Ababa district. The study is based on both quantitative and qualitative research approach using case study research design. The study used primary data collected through questionnaires which were distributed to the ATM card users and conducted interviews with higher officials at E-payment and secondary data which was gathered from different literatures. The population of this research was active ATM users of commercial bank of Ethiopia East Addis Ababa district. A total 400 questionnaires were distributed to ATM users of CBE, 344 of the questionnaires were properly filled and returned for analysis. This paper can help management to understand the effect of service failure on customer satisfaction and how to develop effective service recovery system to mitigate service failure. CBE ATMs are experiencing frequent power cut offs and network failures leads service failure in using machines which in return negatively affects customer satisfaction
Description
A Thesis Submitted to Addis Ababa University College of Business and Economics, Graduate Studies in Partial Fulfillment of the Requirements for Degree of Master of science in Management
Keywords
Customer satisfaction, Service failure, recovery risk, Service recovery