The effect of automatic teller machine service quality in Ethiopia

The main objective of this study is to investigate the effect of the ATM service quality dimensions on customer satisfaction and customer loyalty (future prospect). The study was descriptive in type and inferential statistics in particular such as ANOVA, correlation and regression analysis were used. This research has numerous functions in managing of bank customers because the bank is interested in obtaining and retaining of customers who are using Dashen bank ATM service to achieve competitive advantage through loyalty. In this study, the designed specific objectives were achieved. The specific objectives which dealt with the analyses, exploration and investigation of the effect of ATM service quality dimensions on customer satisfaction and future prospects of ATM and the effect of customer satisfaction on future prospects were attained with remarkable results.

Autorentext

Sinishaw Asfaw formou-se na Escola da Universidade de St.Mary e é o titular do mestrado em administração de empresas em geral. Está a trabalhar num dos maiores bancos da indústria bancária da Etiópia durante os últimos cinco anos. Ele está interessado em examinar o efeito das dimensões da qualidade do serviço ATM na satisfação do cliente e nas perspectivas futuras.