Impact of automated teller machine (ATM) and the effectiveness of customer’s satisfaction a case study of united bank of Africa (UBA) kansanga branch.

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.