Impact of automated teller machine (ATM) and the effectiveness of customer’s satisfaction a case study of united bank of Africa (UBA) kansanga branch.
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Date
2019-10
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Publisher
Kampala International University, College of Economics and Management.
Abstract
This study sought to examine the impact of Automated Teller Machines (ATM) and customer
satisfaction of United Bank of Africa (UBA) Kansanga Branch, Kampala, by analyzing the
impact of time saving and accessibility of ATM services on customer satisfaction of United Bank
of Africa (UBA) Kansanga Branch. A descriptive research study design was applied where
qualitative and quantitative data collection techniques were applied (Interview and FGD; and
Questionnaire Method). Data was collected from 3 Key Informants (Staff), 89 customers.
Analysis of data was by use of the Statistical Package for Social Scientists (SPSS) and “thematic
content analysis” for quantitative and qualitative data respectively. Results obtained reflected and
it was concluded that effectiveness of ATM services has resulted in positive effects towards the
customers of United Bank of Africa (UBA) Kansanga Branch. Employees and customers who
use ATM services were able to save time when making use of ATM service, leading to a positive
impact towards the ATMs. Regarding accessibility of ATM service there was a positive effect on
the effectiveness and customer satisfaction of United Bank of Africa (UBA) Kansanga Branch.
Among the recommendations, management and staff of United Bank of Africa (UBA) Kansanga
Branch should re-design the policies for the ATM operations aiming at implementing good
services to their customers.
Description
a research report submitted to the college of economics and management in partial fulfillment of the requirement for the award of bachelor’s degree in business administration-finance and accounting of Kampala international university.
Keywords
automated teller machine (ATM), customer’s satisfaction, united bank of Africa (UBA)