African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4137

Full Length Research Paper

Factors affecting customers’ satisfaction towards the use of automated teller machines (ATMS): A case in commercial bank of Ethiopia, Chiro town

Tewodros Biset Amene
  • Tewodros Biset Amene
  • Department of Management, College of Business and Economics, Oda Bultum University Chiro, Ethiopia P. O. Box 226, Chiro, Ethiopia.
  • Google Scholar
Debela Bonsa Buta
  • Debela Bonsa Buta
  • Department of Accounting and Finance, College of Business and Economics, Oda Bultum University Chiro, Ethiopia P. O. Box 226, Chiro, Ethiopia.
  • Google Scholar


  •  Received: 20 May 2019
  •  Accepted: 17 July 2019
  •  Published: 31 July 2019

References

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Agbor JM (2011). The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. Available at: View

 
 

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Al-Hawari M, Ward T (2006). The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence and Planning 24(2):127-147.
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Barun KJ, Shilpa S, Shitika (2014). Customer'sSatisfaction For ATM Services In Bihar, India. International Journal of Interdisciplinary and Multidisciplinary Studies 1(4):42-49. Available at: 

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Ebere AK, Udoka EF, Gloria EN (2015). Gap Analysis of Automatic Teller machine (ATM) Service Quality and Customer Satisfaction. Journal of Electronics and Computer Science 2(3):1-8.

 
 

Hood JM (1979). Demographics of ATMs. Banker's Magazine, November-December. pp. 68-71.

 
 

Khan MA (2010). An empirical study of automated teller machine service quality and customer satisfaction in Pakistani banks. European Journal of Social Sciences 13(3):333-344.

 
 

Kumbhar V (2011). Factors affecting on customers' satisfaction an empirical investigation of ATM service. International Journal of Business Economics and Management Research 2(3):144-156.

 
 

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Narteh B (2013). Service quality in automated teller machines: an empirical investigation. Managing Service Quality: An International Journal 23(1):62-89.
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Peter SR, Sylvia CH (2008). Bank Management and Financial Services. New York: McGraw Hill/Irwin.

 
 

Salami CG, Olannye AP (2013). Customer Perception about the Service Quality in Selected Banks in Asaba. Journal of Research in International Business and Management 3(3):119-127.

 
 

Sekaran U (2003). Research Methods for Business: A Skill-Building Approach. New York: Hermitage Publishing Services and printed and bound by Malloy Lithographing, Inc.

 
 

Singh S, Komal M (2009). Impact of ATM on customer satisfaction (A comparative study of SBI, ICICI & HDFC bank). Business Intelligence Journal 2(2):276-287.

 
 

Surjadjaja H, Ghosh S, Antony J (2003). Determining and assessing the determinants of e-service operations. Managing Service Quality: An International Journal 13(1):39-53.
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Tillya JJ (2013). The effect of automated teller machine (ATM) service on customer satisfaction in the Tanzanian banking sector: the case study of national microfinance bank (NMB), Ifakara branch (Doctoral dissertation, Mzumbe University).

 
 

Tong DYK (2009). A study of e-recruitment technology adoption in Malaysia. Industrial Management and Data Systems 109(2):281-300.
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