Automated Teller Machine System and Service Quality in Commercial Banks in Kigali, Rwanda

ABSTRACT The unreliable quality of services is greatly affecting the performance of commercial banks in Rwanda. Complaints by customers of delays in cheques between banks, time wastage in long queues, errors as a result ofmanual work andfraudulent cases have been common in 2014 and 2015. The poor service quality saw several commercial banks in Rwanda embracing the technology ofAutomated Teller Machine (ATIv[s), however, several of them have reported poor service delivery. The purpose of this study was to determine the relationship between A TM System and service quality ofin commercial banks in Kigali, Rwanda. The objectives that guided the study included: i) to examine the effect of actual ease of use ofATM System on the service quality of commercial Banks in Kigali; ii) to determine the effect of transaction cost ofA TM System on the service quality of commercial banks in Kigali; and iii) to determine the effect of security of A TM System on the service quality of commercial banks in Kigali. This study employed descriptive cross sectional design. This study ‘s target population included 10, 78] bank customers and 11 bank managers. The sample size of288 was determined using Cochran (1963) formula. The actual participation was 239 representing 83%. Questionnaires and interviews were the two main data collection instruments used. Quantitative data was analyzed using descriptive statistics and inferential statistics, while qualitative data was analyzed using manual coding. The results ofthe study indicated that actual ease ofuse ofthe A TM system signi/icantly and positively affect the service quality of the commercial banks by a variance of 27.8% (R2=0.278, p=O.000,). The study found out that transaction cost sign~/Icantly and positively affected the service quality of the commercial banks by a variance of 24.4% (R2~0.244, p=O.000,). The study revealed that security services of the ATM system significantly and positively affect service quality by a variance of 33.2% (R2=0.332, p=O.000,). The study concluded that A TM system is a prerequisite for service quality among commercial banks. The study made the following recommendations among others: the management of commercial banks should ensure that they install ATMsystems that are easy to use by incorporating both audio and graphical guidelines in the local languages on how to do transaction using the A TM system; the government should ensure that all commercial banks charge the same rates for depositing, and withdrawing money from the ATM system at any time and any amount of money; the management of commercial banks should ensure that they invest in the latest technology since ATMfraud is becoming a global problem and needs frequent upgrade of the system to remain relevant in the market. This study adds to the body of new knowledge using actual ease of use, transaction cost, and service security as predictors of service quality in the banking sector. The study found that both actual ease of use and service security of A TM systems are sign~icant predictors ofservice quality except transaction cost. xi