ASSESSMENT OF CUSTOMERS’ SATISFACTION ON ATM SERVICE COMMERCIAL BANK OF ETHIOPIA IN SHEROMEDA BRANCH

Abstract

The main concern of this study is to assessment of customer satisfaction on ATM service a commercial bank of Ethiopia in sheromeda branch. It has background which states about automate teller machine and customers’ satisfaction. The problems which lead to have study mention in its statement of the problem. This paper plans to answer research question which concerns on practice, challenge, benefit, and customers’ satisfaction. It has an objective of to show the assessment of customers’ satisfaction on ATM service. It has significance to the organization, employee and to other researchers. This study has limitation on methodology, variables and other components. Literatures are crucial support for any study. This study employed a descriptive research design, the researcher use non probability sampling which are convenience and purposeful 271 customers and employees in identification of 271 respondents from target population which encompasses 11652 customers of the bank and employees. Structured questionnaire used to gather data from the respondents of the bank customer and employees. Data collected from questionnaires are code and analyzedand also data presentation is by use of tables form. The finding reveal the customer assure that a ATM Service is benefit to commercial bank of Ethiopia in sheromeda branch users. The number of problem faces the ATM users and the most respondent reply increase satisfaction level of customer. The study conclude and recommendation the following point there are the bank should solve the problem which the case of errors during transaction give immediately response, provide receipt from the ATM service on the financial transaction and the bank show more and more improve the existing service in secured ATM service, safe place to with draw money to satisfy customers