Assessment of Customer Satisfaction on Point of Sale (POS) Terminals in Commercial Bank of Ethiopia (South Addis District)

Abstract

The adoption rate of Point of Sale (POS) terminals worldwide is on the rise as point of sale payments gain favor with today’s customers who prefer to carry out transactions by card rather than cash. As the POS channel becomes more popular, banks must ensure that they have the right solution to deliver the advanced technology that their customers demanded. However the adoption of the E-Payment is comparatively lower to other payment systems in Ethiopia. Hence, this study set an objective to investigate the level of customer satisfaction of CBE’s customers from the POS service focusing on the South Addis district of the bank. Data for the study was collected from CBE customers who either use POS service or aware about the service. In addition, information is gathered from the employees of the bank to augment the analysis. Descriptive statistics is used to analyze the data. The finding of the study shows that the customers of the bank are moderately satisfied with service with mean score of 57.2%. Nonusers perceived the service as superior relative to users. Customers of the bank are more comfortable with user friendliness of the service and availability of customer support. However, they are less satisfied with other dimensions of service quality especially in terms of the performance of the service. So as to enhance the satisfaction of POS users and to increase number of users over time, few recommendations are forwarded including ensuring 27/7 Pos service, outsourcing maintenance service, using alternative means of networking and power generation, clear and appealing advertising etc.