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ASSESSMENT OF CUSTOMER SATISFACTION WITH ATM BANKING: EMPIRICAL EVIDENCE FROM SELECTED COMMERCIAL BANKS IN ETHIOPIA

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dc.contributor.author ELDANA, LAKEW
dc.date.accessioned 2022-02-23T10:59:44Z
dc.date.available 2022-02-23T10:59:44Z
dc.date.issued 2021-07
dc.identifier.uri http://etd.dbu.edu.et:80/handle/123456789/844
dc.description.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. en_US
dc.language.iso en en_US
dc.title ASSESSMENT OF CUSTOMER SATISFACTION WITH ATM BANKING: EMPIRICAL EVIDENCE FROM SELECTED COMMERCIAL BANKS IN ETHIOPIA en_US
dc.type Thesis en_US


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