IMPACT OF AUTOMATIC TELLER MACHINE (ATM) SERVICE ON CUSTOMER SATISFACTION:IN THE CASE OF COMMERCIAL BANK OF ETHIOPIA ADDIS ABABA.

Abstract

The main purpose of this study was to assess the most important factors (dimensions) affecting customers’ satisfaction in Automated Teller Machines (ATMs) service of Commercial Bank of Ethiopia. The study employed a quantitative methods based on a convenience sample consists mainly of respondents in different professions at the age of above 18 years. A Self-administered questionnaire which consists demographic characteristics and survey questions was distributed to 399 CBE’s ATM users. 8 Branch were conveniently selected in order to reach ATM users in different parts of Addis Ababa. Instrument development was based on reviewing related literatures and discussing with concerned academicians and practitioners in the area of ATM service and customer satisfaction. The data were analyzed using SPSS version 20. The findings of this study revealed that a positive and significant relationship between reliability, tangibility, Assurance and accessibility with customer satisfaction on CBE’s ATM. Despite responsiveness which is positively related but not significant. Furthermore, this study also manages to present demographic variables effects toward behavioral intention to adopt ATM service, and found that gender revealed a significant difference between females and males using ANOVA statistics age is found as significant. for profession, the analysis IX indicates that people at different profession have no same level of satisfaction on CBE’S ATM. Unlike profession monthly income difference has no similar satisfaction on CBE’s ATM and usage rate has significant relation with satisfaction level of CBE’s ATM.