Abstract:
This study assessed the level of customer satisfaction in ATM service quality with special
reference to ATM visa card users at commercial bank of Ethiopia in Jimma main branch. The
general objective of the study is to assess the level of customer satisfaction in ATM service at
commercial Bank of Ethiopia in Jimma branch. The specific purpose of this study were; to assess
the level of customer satisfaction with various aspect of ATM service quality provided by
commercial bank of Ethiopia in Jimma branch , to analyze customer perception of ATM service
quality of commercial bank of Ethiopia in Jimma branch ,to identify the factors affecting
customer satisfaction with ATM service. The research reviewed different text books and
procedures and other business related materials. Based on the study data collection process was
done through using primary data with the help of questionnaire to obtain relevant information
pertaining to the study. The data were collected through questionnaires from ATM users of the
bank. Questionnaires were distributed to selected 100 respondents based on convenient sampling
techniques. After collecting the data, the researcher had processed and analyzed by descriptive
analysis using tables and percentage This study assessed different dimensions related to ATM
service quality like efficiency of operation, convenience and security and privacy dimension in
all these aspects ATM users are satisfied as they replied. Finally the researcher forward and
recommendation to the organization that was discovered factors that affect customer satisfaction
in ATM service quality
