AN ASSESMENT OF ATM SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION IN THE CASE OF COMERCIAL BANK OF ETHIOPIA WEST ADDIS ABABA BRANCHES

Abstract

ATM service is a form of branchless banking which allows people to access bank accounts, making deposit, withdraw, and transfer funds and inquire about an account balance. Therefore, the purpose of this research is to assess the current practice of ATM service quality in commercial bank of Ethiopia west district. To this end, branches which are found in west district selected. Thus, the study adopted descriptive research methods by utilizing survey approach form that the data obtained from primary and secondary source through structured questionnaire from the concerned respondents and the data was analyzed using SPSS software. Accordingly, the finding confirms that, most respondents agree on the existing of good ATM service quality despite ATM locations are not secured and the challenges on telecom network and internet access and awareness creation among the society. It is recommended that commercial bank of Ethiopia should consider safety of ATM locations and enhancement of telecom service and collaboration of institutions to have a technological linkage among them.