Abstract:
This research project focuses on identifying the effect of ATM service
on customer satisfaction in commercial bank of Ethiopia Hossaena branch. The
main objective of this project is to assess the effect of ATM services quality
on customer satisfaction in commercial bank of Ethiopia. Quantitative research method
was used to conduct this study. A sample of 390 customers was selected using
convenient sampling technique from ATM users of CBE Hossaena branch in Hossaena
town for distributing and collecting questioners. For the purpose of the study primary
data were collected using likert scale based questionnaire. Data were analyzed using
SPSS 20 (statistical package for social sciences) version and binary logistic regression
model were employed in addition to descriptive statistics tools such as: percentages,
frequency and tables to analyses and draw conclusions. The result of this study shows
that, there was significant relationship between all service quality dimension and
customer satisfaction in commercial bank of Ethiopia. The seven service quality
dimension (accessibility, convenience, responsiveness, performance, transaction
efficiency, security & privacy and reliability) have positive and significant effect on
customer satisfaction at the bank. Finally from the findings it can be inferred that
network problem were the big issues. The network problem was the major obstacle in
the check clearing operations, restriction on withdrawal of cash by the provider,
accessibility, power fluctuation and etc. In addition, the temporary failures in ATM
services were not fixed immediately. Based on these, it is recommended that the bank
should work more on the two service quality dimension (accessibility and performance)
to enhance customer satisfaction.
