Examining the Effects of ATM Service Quality on Customers Satisfaction: In the case of Dashen Bank Western District, Addis Ababa, Ethiopia, 2024

Abstract

Banks play important role in the economy of any country worldwide. It is the main intermediaries between depositors and those individuals and businesses with viable projects but requiring money for their investment. The aim of this study was to analyzing the effect of ATM Service quality on customer satisfaction in the case Dashen Bank selected western district branches. In these study questionnaires was completed by 389 customers of the Dashen Bank. To select respondent Convenience sampling method was employed and Proportional stratified sampling is use to consider the number of customers to be sampled from each stratum of the banks and select the branches and customer to participate in the study. To analyze data the researcher were used descriptive, explanatory, and correlational research design tool such as frequencies, percentage, and standard deviation and mean to present result. Chi-square test of association was assessed the relationship between predictors and customer satisfaction and logistic regression analysis was analyze factors that affect customer satisfaction. In this study, a sample of 389 customers was considered. Primary data is collected through closed-ended questionnaires distributed to customers at the selected branches. Out of which 56.3percent were male and 43.7percent were female. From descriptive results showed that Dashen banks is performing at satisfactory level in tangibles services. In conclusion, reliability, empathy, Responsiveness, Assurance and tangibles were major factors significantly affects customer satisfaction. This study was conducted to assess the factors that affect customer satisfaction in the selected branches of Dashen Bank Western District. Finally, future researchers should focus on important risk factors that affect customer satisfaction that would provide better insights for both management and regulatory bodies.