THE ASSESSMENT OF ATM SERVICE QUALIY AND ITS IMPACTS ON CUSTOMER SATISFACTION THE CASE OF COMMERTIAL BANK OF ETHIOPIA GUBRE BRANCH

Abstract

The objective of this study was assessment of ATM service quality and it impact on customer satisfaction in case Commercial bank Ethiopia Gubre branch. to assess level of customer satisfaction. It deals with knowing customer satisfaction level. The researcher was used descriptive research to used descriptive research to assess on the level of customer satisfaction with the performance of service quality in urban development and construction sub city Gubre. ATM service of bank five service quality dimension that includes tangiblity, reliablility, responsiveness, assurance and empathy towards ATMs The study used both primary and secondary source data. Primary data were collected from customer using questionnaire and manager interviews. and secondary data was collected through internet and reference books.researchar would use kolhari formula to take sample size. The collected data have been analyzed using descriptive analysis tools such as table and percentage. Finally moreover the survey results also implied that the bank to pay attention gives training to customer how to use ATM machine properly and put effective ATM management and maintenance program, in addition to installing the ATM in appropriate and accessible places