The Effect of ATM Service Quality on Customer Satisfaction: Evidences from Customers of Ethiopian Commercial Banks in Debremarkos Town, 2016

Abstract

The paper studied the effect of ATM service quality on customer satisfaction in Ethiopian commercial Banks, using proportional stratified and simple random sampling technique and cross-sectional data collected from 190 customers of Ethiopian commercial banks, in Debre Markos town. The data collected were analyzed using Statistical tools such as mean, standard deviation, correlation, and multiple regression model. The results indicated that except assurance, tangibility, reliability, responsiveness and empathy have positive and significant effect on customer satisfaction and the customers were mostly satisfied with the responsiveness dimensions of ATM service quality. Furthermore, the tangibility, reliability, responsiveness and empathy significantly explained 79.2% of the variations on customer’s satisfaction level. It was suggested to the management of the bank to pay attention for training and developing staffs’ skill in using ATM services in addition to installing the ATM in appropriate and accessible places.

Key words: - ATM, Service Quality, Customer Satisfaction, Commercial Banks