The impact of Automated Teller Machines (ATMs) on customer satisfaction

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Kampala International University: School of Business and management
The research was carried out with the main objective of finding out the impact of ATMs on customer satisfaction in Crane Bank Uganda. This study focused don four research questions. 1. To find out the impact of ATMs on Customer Satisfaction 2. To find out the relationship between ATMs and customer satisfaction. 3. To find out the challenges faced by the banks when installing the ATMs 4. To find out how the challenges can be handled. Data was collected using self-administered questionnaires to forty ATM customers. Key informants included the banking staff. Data was entered and analyzed using statistical means. The results of the study revealed the following: The majority of the customers have used ATMs since the Bank introduced them, access the ATMs often (weekly) and find it easy to use them. The findings also revealed that most of the customers prefer to use the ATMs, although most of them consider them located far away. Therefore, there is a need by the bank to further strengthen the benefits of the ATM and to address the problems related to using them, in order to have high customer satisfaction.
A research report submitted to the School of Business and Management in partial fulfillment of the requirements for the Award of a Bachelor’s Degree in Business Administration of Kampala International University
Automated Teller Machines