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 relationship 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on ATM usage, improving the security of ATM usage, increasing the number of ATMs, and increasing the amount of money withdrawn was recommended.

A Review of Literature on the Evaluation of Customer Satisfaction Patterns in Mobile Banking Services

“…The study of (Tadesse, et al, 2021) was conducted to investigate how the quality of automate teller machine (ATM) service relates to customer satisfaction. A questionnaire was distributed to 1340 clients.…”

“…trust 3 Hamidi, et al, 2019); (Geebren et, al., 2021); (Sharma, et al, 2019) System quality 2 Baabdullah, et al (2019); (Geebren, et al 2021). service quality 7 (Li, et al, 2021); (George, A. et al 2018); (Baabdullah, et al ,2019); (Geebren et, al., 2021); (Sharma, et al, 2019); Ozatac, et al , (2016); (Tadesse, et al, 2021) perceived ease of use 1 (George, A. et Different studies presented some of issues related to components that used to examine customer satisfaction in the setting of mobile banking. For instance, (Li, et al, 2021;George, A. et al 2018;Baabdullah, et al ,2019;Geebren et, al., 2021;Sharma, et al, 2019;Ozatac, et al , 2016;and Tadesse, et al, 2021) used service quality as a fundamental component that could measure customer satisfaction effectively and this dimension indicated a positive relation in this regard.…”

Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan di PT. X.

“…Penggunaan metode SERVPERF penting untuk estimasi kualitas layanan yang diperlukan bagi perguruan tinggi untuk memantau dan meningkatkan kualitas layanan mereka dan menyusun strategi pemasaran (Sydorov dkk., 2020). Penelitian lainnya dengan menggunakan SERVPERF adalah penelitian yang telah dilakukan oleh Tadesse & Bakala (2021) dimana dalam penelitiannya, Tadesse mengkaji bagaimana pengaruh kualitas pelayanan di Anjungan Tunai Mandiri (ATM) disalah satu bank yang berada di Ethiopia yaitu Commercial Bank of Ethiopia (CBE). Masih ada begitu banyak penelitian yang menggunakan metode SERVPERF dalam melihat kepuasan pelanggan terhadap kualitas pelayanan diberbagai bidang industri.…”

ITIL v3 Framework Application to Design Information Technology Incident Management Governance

“…A bank can separate itself from players by giving the most effective quality service. Facility provision has a very important influence on trade execution, client fulfillment, trustworthiness, increased reference of clients, productivity, and company image [44]. To compete with other banks, especially state banks, management wants to implement good information technology governance, especially in terms of the availability of IT services.…”