Effect of Automated Teller Machine Use on Customer Satisfaction in Banking: A Case Study of Centenary Rural Development Bank, Mbale Bank Branch
Loading...
Date
2017-08
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, bachelors degree of business administration
Abstract
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.
Description
A Research Dissertation Submitted to College of Economics And Management Sciences As A Requirement For Partial Fulfillment Of The award Of Bachelors Degree Of Business Administration-Accounting & Finance of Kampala International University
Keywords
Automated Teller Machine, Customer Satisfaction in Banking, Centenary Rural Development Bank, Mbale Bank Branch