ASSESSMENT OF AUTOMETED TELLER MACHINE (ATM) SERVICE ON CUSTOMER SATISFACTION: THE CASE OF NIB INTERNATIONAL BANK S.C

Abstract

Today’s business organizations, especially the banking industry operates in a complex and competitive environment characterized by changing conditions and highly unpredictable economic Climate. Now a day’s e-banking has become popular because of its convenience, flexibility, and also transaction related benefits like speed, efficiency, accessibility, etc. This study aims to measure satisfaction level of ATM card holders of Nib International Bank S.C with respect to various aspects of ATM service quality measurements; figure out the challenges that impact their satisfaction; and provide possible solutions to get rid of those challenges in the future for better service quality. The research employed case study approach and used both qualitative and quantitative method for data collation purpose. Purposive sampling techniques were used in selecting sample units. Primary data was successfully collected from 190 respondents through a structured questionnaire.. Data analysis was made through the use of SPSS and the association between core variables. As a result, the study presented some possible recommendations so as to alleviate the problems. These includes customers preferred placing ATM machine around business halls, hospitals, than near or around the branches of the bank and also unavailability of Network, user guideline, poor card delivery system, not settling errors quickly are those attributes that create high customer dissatisfaction. Therefore, the results designate that for Nib International Bank to remain competitive through ATM service, efforts should be exerted to maximize customer satisfaction.