The Influence of Service QualityonCustomer Satisfaction: the case of ATM Service in Commercial Bank of Ethiopia, Addis Ababa

Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system has been forced to investigate the significance of customer satisfaction. This study was set to assess customers’ satisfaction in ATM service the case of Commercial Bank of Ethiopia using SERVPERF model. A self-administered questionnaire was used to collect primary data from 385 valid respondents who are customers of CBE, using convenient sampling technique. Data was analyzed using SPSS’s for frequencies, percentages, mean scores, Cronbach alpha, Pearson’s linear correlation, and regression analysis. The study was based on the objective to assess on Automated Teller Machines service quality and customer satisfaction in Commercial Bank of Ethiopia. The finding revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, tangibility, reliability, responsiveness, empathy and assurance are highlighted as significant predictors and key factors in determining the customer satisfaction.