Browsing by Author "Simon, Wakwaale"

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    Effect of Automated Teller Machine Use on Customer Satisfaction in Banking: A Case Study of Centenary Rural Development Bank, Mbale Bank Branch
    (Kampala International University, bachelors degree of business administration, 2017-08) Simon, Wakwaale
    The research investigates the effect of automated teller machine use on customer satisfaction in banking. This study adopts both descriptive statistics and empirical analysis of automated teller machine impact on customer satisfaction in banking over the period of two months using the Kano's model. The model suggests that there are three basic attributes, and these are; the dimensional or performance needs, and the attractive or excitement needs, which could influence and satisfy customers' needs. The results find that, in order to increase the effectiveness of the ATM, CERUDEB must sensitize its customer's about the availability of the ATM and the different services it offers. The A TMs should be located in so many places especially busy places for proximity purposes and for reducing the amount of time spent in the queue before accessing the ATM services. CERUDEB should make sure that the cost of using the ATM is kept as minimum as possible and this will encourage more people to use these services and this helps to reduce congestion in the banks. The researcher therefore, concludes that poor use and low effectiveness of ATM services leads to problems like congestion inside the banks, spending much time in the qneues before accessing the A TM services by the nsers and it also discourages people to open up accounts with CERUDEB due to such problems as machine breakdown that manifests into poor services offered. From the study it can be realized that in order to improve the effectiveness of the ATM services, all potential barriers to its effectiveness must be considered.