Assessment of ATM service quality and customer satisfaction in the (Case of commercial bank of Ethiopia, Addis Ababa.)

Abstract

The objective of the study is to assess ATM (automated teller machine) service quality and customer satisfaction of CBE customers. To study the relationship between ATM service quality and customer satisfaction, first a SERVQUAL model based on the previous works has been proposed. Five ATM service quality dimensions namely tangibility, reliability, responsiveness, assurance and empathy have been established based on the literature review. For this investigation primary data was collected from a convenience sample of 156 customers of CBE East District grade IV branch using ATM service through structured questionnaire. The Collected data was analyzed using mean, standard deviation, correlation, and regression analysis. Regression results indicate that tangibility, reliability, responsiveness, assurance and empathy are dimensions of ATM service quality that positively and significantly contributes toward customer satisfaction. The study makes a significant contribution to the banking service quality literature because few empirical studies are available dealing with banking service delivery through in Commercial Bank of Ethiopia.