Impacts of ATM Services on the Customers Saving/Withdrawal Rate in the Commercial Bank of Ethiopia, Akaki Branch
Abstract
Banking industry demands highly competitive and successful technologies which enhances the customers’
satisfaction and makes life easy and simple. One of the modern e-banking system is Automated Teller Machine
(ATM) services. This investigation was intended to assess the impacts of ATM services on the customers saving rate
in the Commercial Bank of Ethiopia, Akaki Branch. Beside the major objective customers’ satisfaction and prominent
constraints and challenges of ATM services were assessed. To achieve the desired objectives of the study, totally
42 ATM service users were selected by using the purposive sampling techniques and filled the questionnaires and
other information gathered from the branch office. The collected data were organized, analyzed and interpreted by
using simple descriptive statistics and results presented by graphs and tables. Based on the respondents, the ATM
service has shown negative influences on their saving rate. Out of 42 respondents 23(54.76%) were said that the
saving rate decreased, 18 (42.86%) there is no difference on their saving rate and the rest 1(2.38%) said the saving
rate increased after using the ATM services. The customer satisfaction on the services delivered by the ATM in the
Commercial Bank of Ethiopia is moderately satisfies their needs. However, there are a lot of problems which needs
immediate and long-term solutions to improve service system like network interruption, limited amount withdrawal
per day, card retention and unsuitability of installation place for the peoples with disability. Hence, the CBE should
address all problems in timely and properly to enhance the customers’ satisfaction and confidentiality on the services
delivered.
Banking industry demands highly competitive and successful technologies which enhances the customers’
satisfaction and makes life easy and simple. One of the modern e-banking system is Automated Teller Machine
(ATM) services. This investigation was intended to assess the impacts of ATM services on the customers saving rate
in the Commercial Bank of Ethiopia, Akaki Branch. Beside the major objective customers’ satisfaction and prominent
constraints and challenges of ATM services were assessed. To achieve the desired objectives of the study, totally
42 ATM service users were selected by using the purposive sampling techniques and filled the questionnaires and
other information gathered from the branch office. The collected data were organized, analyzed and interpreted by
using simple descriptive statistics and results presented by graphs and tables. Based on the respondents, the ATM
service has shown negative influences on their saving rate. Out of 42 respondents 23(54.76%) were said that the
saving rate decreased, 18 (42.86%) there is no difference on their saving rate and the rest 1(2.38%) said the saving
rate increased after using the ATM services. The customer satisfaction on the services delivered by the ATM in the
Commercial Bank of Ethiopia is moderately satisfies their needs. However, there are a lot of problems which needs
immediate and long-term solutions to improve service system like network interruption, limited amount withdrawal
per day, card retention and unsuitability of installation place for the peoples with disability. Hence, the CBE should
address all problems in timely and properly to enhance the customers’ satisfaction and confidentiality on the services
delivered.