Assessing the Automated Teller Machine (ATM) service quality of Commercial Bank of Ethiopia (CBE) in Addis Ababa

Abstract

The objective of the study is to examine the ATM service quality of Commercial bank of Ethiopia. Five ATM service dimensions namely reliability Convenience, Responsiveness, efficient operation and security and privacy have been established based on the literature review. For this investigation primary data was collected from a convenience sample of 240 customer of CBE located in Addis Ababa city using ATM service through structured questionnaire .the collected data was analyzed using mean .the mean result indicate that five dimension of ATM service quality except reliabilities found more than 4 this indicate the respondents have agreed CBE ATM service quality