Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia

Abstract

This study was examined effects of automated teller machine (ATM) service quality on client satisfaction within the Commercial Bank of Ethiopia (CBE). During this study, the convenience sampling technique was employed. The study used primary and secondary data sources. Both quantitative and qualitative data types were collected. Data were analyzed by using five-point Likert scale and Econometric methods. Multinomial and ordered logit model was used to analyze the effect of service quality of ATM service on client satisfaction. The mean Likert scale result indicated that the respondents' attitude towards tangibles, reliability, responsiveness, assurance and empathy fall on 2.77, 2.98, 2.58, 3.02 & 3.23, respectively. The econometric result confirmed positive rela- tionship between tangibles, reliability, responsiveness, empathy and assurance, and client satisfaction. Based on the finding of this study providing reliable network, educating customers on ATM usage, improving the security of ATM usage, increasing the number of ATMs, and increasing the amount of money withdrawn was recommended.