The effect of automated teller machines on customer satisfaction in banking: a case study of Centenary Rural Development Bank, Nakivubo Branch
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Date
2026-06-02
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Uganda Christian University
Abstract
This study was to examine the relationship between the use of ATMs and customer satisfaction at Centenary Bank, Nakivubo branch. The study was guided by the following objectives; to examine the customer services offered by ATM points to account holders, to establish the level of customer satisfaction and to establish relationships between ATM services and customer satisfaction. The study applied a descriptive research design. This helped the researcher in understanding the dynamics related to the use of an ATM and customer satisfaction at centenary bank. The findings revealed that the services provided by ATM cards are, customers use ATM cards to make cash withdrawal from the bank, ATM cards help customers to make inquiry of their balances on their accounts, customers of centenary bank use ATM cards when making transactions like depositing and balance inquiry, Centenary ATM cards have helped its customers to pay their bills like TV, school fees and water bills. It was also concluded that there is no need to stand on long lines when withdrawing cash from centenary bank, customers do not take a lot of time to make transactions, the tendency of moving long distances is minimal at centenary bank, customers are loyal to the bank as they have high level of satisfaction and customers are retained because of high satisfaction levels and this is because of the fact that centenary bank customers are satisfied with its services, they are able to remain with the bank.The recommendation was drawn that Centenary bank must sensitize its customers about the availability of the ATM cards and the different services it offers. ATM cards should be located in so many places especially busy places for proximity purposes and for reducing the amount of time spent in the queue before accessing the ATM services. Centenary bank should make sure that the cost of using the ATM card is kept as minimum as possible and this will encourage more people to use these services and this helps to reduce congestion in the banks
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Undergraduate
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