Assessment of Customer Satisfaction on Automated Teller Machine in Adigrat, Ethiopia

  Tirhas G/tsadkan,  Fasil Damtew,  Addis Beyene

Now a day banks try to create a diversified distribution strategy in order to market the range of their services. To meet better market requirements in terms of speed and efficiency of services, banks have adopted an interactive electronic and computerized system for their clients. Automated Teller Machines one of global acceptable electronic teller machine. The objective of this study was to asses customer satisfaction on Automated Teller Machines in commercial bank of Ethiopia Adigrat branch through descriptive research method. The primary data was collected through questionnaire and semi structured interview. Also the secondary data was collected from organizational manuals and internet. The data was summaries and analyzed in table form. This study shows that demographic characteristics of respondents 57.5%,52.5% 47.5%,62.5 %were males,26-30years age, degree and above and single, respectively. Also this study show that profession of the respondents was governmental employees (72.5%) with monthly income 2001-3000(30%) for 1-5 years ATM uses (42.5%) was the majority of ATM users. Factor that promotes the respondent to use ATM the majority was reduce time transaction (62.5%)but the least factor to promote ATM to uses were cost effectiveness’s(10%).When we saw Frequently to use the ATM services per month of respondent the 4-8x/month(37.5%)whereas, over 12x/month was teen percents. Contribution of ATM to the success of banks respondent opinion was very high (62.5%). Result indicates that the majority of respondent agreed that ATMs are promptness to card delivery (60%) and number transaction (52.5%), quality of notes (57.5%) and conveniently located (50%) were extremely satisfied. Results show that the majority have ever complained about ATM. Most of the complaints were about doesn’t have less than 50 notes (62.5%), security (42.5%), reduction in balance without cash payment (17.5%) and Cards get blocked of ATMs(12.5%). This study found that Promptness of card delivery, number transaction, quality of note and conveniently located were extremely satisfied the customer. The study also indicates lack of privacy in executing the transaction, reduction in balance without cash payment; Cards get blocked of ATMs and fear of safety was the major cause of concern for the customers. Constituency public awareness about used ATM uses to minimize ATM card broken and adopt CBE bank to used less than 50 birr notes was recommend.

Keywords- ATM, customer satisfaction, complaints, Adigrat, Ethiopia

Unique Identification Number - IJEDR1701122
Page Number(s) - 766-775
Pubished in - Volume 5 | Issue 1 | March 2017
DOI (Digital Object Identifier) -   
Publisher - IJEDR (ISSN - 2321-9939)

  Tirhas G/tsadkan,  Fasil Damtew,  Addis Beyene,   "Assessment of Customer Satisfaction on Automated Teller Machine in Adigrat, Ethiopia ", International Journal of Engineering Development and Research (IJEDR), ISSN:2321-9939, Volume.5, Issue 1, pp.766-775, March 2017, Available at :http://www.ijedr.org/papers/IJEDR1701122.pdf