THE IMPACT OF THE AUTOMATED TELLER MACHINE ON CUSTOMER SATISFACTION IN THE BANKING SECTOR. A CASE STUDY OF EQUITY BANK HOIMA DISTRICT

ABSTRACT

The purpose of the study was to establish the impact of the use of ATM system of banking on customer satisfaction in equity bank Hoima district. The study was based on three specific objectives; to examine the impact of ATM on the banking performance in Equity bank Hoima branch, to establish factors that lead customer satisfaction in Equity bank Hoima branch and to establish the relationship between ATM and customer satisfaction in Equity bank Hoima branch. It was based on a descriptive survey design basing on the use of qualitative and quantitative approaches that will be adopted to establish the impact of the use of ATM system of banking on customer satisfaction in equity Simple random sampling and purposive sampling techniques were used in the study. Questionnaires were used to collect primary and secondary sources of data from 60 out of 72 respondents, using simple random sampling. Data analysis was done using SPSS’s frequencies. Finally the report was looked at the study results and gave the discussion of each finding. Therefore, here, data analysis, procedures and response rate was being focused on. Then the findings conclusions and recommendations will be presented. According to objective one, the impact of ATM on financial performance in Equity bank Hoima district indicated that ,equity bank official acknowledges and assumes responsibility for actions within the scope of their employment under the reporting obligations of the ATM break down and is always confident of the customer with safety that their money is safely kept by the bank with the percentage of 54% and Bank operators offer security to perpetuate rampant fraudulent which occurs at the ATM center points with the percentage of 52% According to objective two, to establish factors that lead customer satisfaction in Equity bank Hoima branch. The summary findings indicates that customer retention is a first priority to the banking sector with the response of 60% who strongly agreed and also customers are given security over there money when using ATM services in case of any break down with the response of 58% who According to objective three, to establish the relationship between ATM and customer satisfaction in the banking sector. The summary findings indicated that Equity bank in Hoima District obtain queries on its clients which have increased numbers of customers with the percentage of 60 which in return led to improved financial performance of equity with the ATM services which are convenient to clients who use the services in the banking sector with the I therefore welcome you to have a humble time in reading this work. There are new and knowledge building findings in the work, a lot of inspirations