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Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia

机译：自动柜员机服务对埃塞俄比亚商业银行客户满意度的影响

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摘要

This study was examined effects of automated teller machine (ATM) service quality on client satisfaction within the Commercial Bank of Ethiopia (CBE). During this study, the convenience sampling technique was employed. The study used primary and secondary data sources. Both quantitative and qualitative data types were collected. Data were analyzed by using five-point Likert scale and Econometric methods. Multinomial and ordered logit model was used to analyze the effect of service quality of ATM service on client satisfaction. The mean Likert scale result indicated that the respondents' attitude towards tangibles, reliability, responsiveness, assurance and empathy fall on 2.77, 2.98, 2.58, 3.02 & 3.23, respectively. The econometric result confirmed positive relationship between tangibles, reliability, responsiveness, empathy and assurance, and client satisfaction. Based on the finding of this study providing reliable network, educating customers on ATM usage, improving the security of ATM usage, increasing the number of ATMs, and increasing the amount of money withdrawn was recommended.
机译：该研究被检查了自动柜员机（ATM）服务质量对埃塞俄比亚商业银行（CBE）的客户满意度的影响。在该研究期间，采用了便利采样技术。该研究使用了初级和次要数据源。收集定量和定性数据类型。通过使用五点李克特量表和计量计量方法来分析数据。多项式和有序的Logit模型用于分析ATM服务的服务质量对客户满意度的影响。平均李克特量表结果表明，受访者对切片的态度，可靠性，响应性，保证和移情落在2.77,2.98,2.58,3.02和3.23上。计量计量结果证实了切片，可靠性，响应性，同理心和保证和客户满意度之间的积极关系。基于本研究的发现提供可靠的网络，教育客户对ATM使用情况，提高ATM使用的安全性，增加ATM的数量，并增加推荐的金额。

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