Assessment on the performance of ATM AT commercial bank of Ethiopia

Abstract

Commercial Bank of Ethiopia was the first bank in Ethiopia to introduce ATM service for local users. According to latest reports CBE alone is administering >60% of the country’s ATMs. Currently not all ATMs the bank has deployed are performing to the standard the bank expects and requires from them. The core objective of the study is to assess the performance of Commercial Bank of Ethiopia’s ATMs and forward workable recommendations for a better performance .In order to realize the research objective and answer the research questions an institution based cross-sectional study design was adopted. Purposive sampling was employed to include all 200 employees from head office E-payment sub process. Both primary and secondary sources of data were used. The primary sources of the data serves as main sources of the study; it was collected from the employees at head office E-payment using questionnaire. A descriptive statistical summary using statistical instrument like measures of central tendency and measure of variability was used. To facilitate interpretation process of the research data frequency tables, graphs, and pie charts were used. The study found that power and network problems (μ: 4.8), (μ: 4.67), unavailability of cash in the ATM machine (μ: 4.8), lack of continuous follow-up from responsible organ for the ATM (μ: 4.9), lack of awareness at branch (μ: 4.68) and absence of support & maintenance off working hours to be major factors acknowledged by the study participants that affect ATM performance significantly, thus the bank should focus on these areas in order to bridge the performance gap and improve customer satisfaction regarding ATM services.