ASSESSMENT OF ATM BANKING SERVICE AND SATISFACTION OF CUSTOMERS IN ETHIOPIAN PRIVATE BANKS: A CASE STUDY OF PREMIER SWITCH SOLUTION MEMBER BANKS

Abstract

It is a recent history that most of our banks focus on adopting technological products with a view to improve their customer services and maximize their profit. Despite of adopting the technologies, it is a new phenomenon in our country that competing banks share common facilities to give service for customers. Premier switch solutions is a consortium that has initially been established by three banks and currently the member banks reached to six and expected to increase in the future. The general objective of the study is to assess the extent of usage of automated teller machine banking services and satisfaction level of customers in premier switch solutions. To achieve the research objective descriptive research design is employed; both primary and secondary data were used. Convenience sampling technique was used to collect the data; designed questionnaires were distributed to 369 respondents of which 352 were returned from the customer of the six banks. Due to the fact that awash international bank and united bank have 75% of the customers of premier switch solutions, ten Automated Teller Machines of the two banks have been used to collect the data. The collected data are analyzed using descriptive analysis like tables, percentages, mean and standard deviation. The research finding shows that majority of the customers’ are dissatisfied with the automated teller machine services. Even if there are problems, surprisingly the customers do prefer to get the service through the shared automated teller machine, since it saves time.