EFFECT OF AUTOMATED TELLER MACHINE ON CUSTOMER SATISFACTION IN COMMERCIAL BANKS CASE STUDY OF MOMBASA COUNTY

Abstract

The purpose of the proposal was to investigate the effects of Automated Teller Machine service on customer satisfaction of Commercial Banks in Mombasa County. The examination was driven by the way that ATM use ease admittance to bank administrations past working hours and days. These realities drives the researcher to detail a point that manages the research interaction and the end-product was utilized to assess the impacts of ATM administration on consumer loyalty of Commercial Banks in Mombasa County dependent on the accompanying goals; to analyze the impact of the unwavering quality of ATM administration on consumer loyalty, to evaluate the impacts of the security of ATM administration on consumer loyalty, to set up the impacts of the precision of ATM administration on consumer loyalty and to decide the impacts of the accommodation of ATM administration on consumer loyalty of Commercial Banks in Mombasa County. The speculations of the investigation incorporate dissemination of advancement hypothesis, discord hypothesis, contrast hypothesis and consolidated level hypothesis. The review of theoretical framework was done in line with the research variables, and a conceptual framework was created in accordance with the exploration goals. The investigation received an enlightening examination plan. Illustrative examination was worried about discovering what, where and how of a wonder. The significant wellspring of information to be utilized was through poll. Directing of the examination was done to find out the legitimacy and dependability of the instruments. Information examination incorporates the utilization of distinct and inferential measurements. Elucidating measurements include the utilization of recurrence tables, pie diagrams, charts and rates while inferential insights include the utilization of multiple regression analysis. Data was presented in tables, graphs and charts. The study concludes that adoption of the automated teller machine increased customer satisfaction and the overall improvement in the commercial banks. The study concludes that automated teller machine through reliability lead to customer satisfaction and helped in general performance of the commercial banks. The study recommends that the use of automated teller machine by commercial banks in Mombasa County should embrace to improve in their service delivery and customer satisfaction.