Abstract:
ATMs introduced with the view to automate the operation of the banks and create competitive
advantage in the banking industry. The purpose of the study was to measure customer satisfaction
with ATM banking. The data collected was analyzed by use of descriptive statistics, correlation
analysis and multiple regressions. The finding revealed that, out of 450 ATM card users where over
half are fairly satisfied with ATM services from their respective bank. All ATM service quality
attributes associated with technology have been perceived good performers, while all attributes
associated with employee performance and management functionality have been perceived not so
good in performance. The results have further found that all service quality significantly correlate
with customer satisfaction except three items under responsiveness. The result from multiple
regressions also confirms also all service quality attributes used in the study significantly influences
customer satisfaction. Therefore, the results designate that for banks to remain competitive through
ATM banking efforts should be exerted in providing responsive ATM services.