Assessment Of Customers Attitudes And Satisfaction Levels With Technology Based Self Service A Case Study On Atm User Of Dashen Bank In Addis Ababa

In Ihe presenl silualion companies have many possibilities to realize service offeringsrn,rilh huge investmenl in selfservice lechnologies, as the lechnology became Ihe drivingrnforce 10 sen'ice Ihe CUSlomers e[fectively and helpfit! in delivering Ihe services, Noll' arndOlS il become challenging for Ihe companies 10 serre CIISlomers e[feClively ,rilh in arnprescrihed lillie pm"iding Ihe righl pmducls wilh Imrer COS I, To gel rid oflhis issue rno{lhe orga/'li~OIio/'ls are sholl'ing illleresl employ selj:sen'ice lechnologies (/ike.-J Tl1s,rnfick el rending machines. online (lilc/ions etc.).rnThe purpose oj'lhis Ihesis concenlrales on service lIIarkeling and service qualily in orderrn10 pro , 'ide a belfer underslOnding o{ cuslOmers' alfiludes and preferences wilhrnleelJllology based sel{serrice, The swdy specifically aillled al inl'esligaling Ihe alfiludesrnandsmisjilclionlcrels o(Dashen Bank ArM card holders wilh respeclto l'C/rious aspeclsrnle(liciel/(T, LOnl'enicnce, speed. risk. reliahilily, cOlllplexily, phl'Sical appearance elc.) ofrnusing /)ash"n Bonk ,-I TIl The slillh' also includes Ihe opinions o(euslolllers on l'(/riousrnother ,'('Iuled i .·S/(l'S ./(ch uS posilire (lnd Ile.!..!.u/iIT .Ii..J(/Il ,,· e.~ (~( D(lshen Bank .-1 T1.rnreo)lIlIJ}('nt/ulioJls to illl/)I"vl't.! /he serrin..' quO/il)' etc.rnTo IIchiel'e Ihe purl'osc, Ihe researcher used queslionnaire 10 colleCl Ihe daw ji-O lll arnslllllple si~e I!{ I 72 f l n I cord holders oj'Dashen Bank. Though Ihe sample lI 'ere selecredrn0/'1 (I cOl1l'l!nicl1ce hasis 11l1d il lIIay nol represen/ Ihe whole popular ion, bUI slill il is nornless illlporl{ll1ljiJl' Ihe /)oshen Bank lIIal1agemel1f 10 consider Ihe recommendalions " 'ilhrndue core/i)r beller CUS{() lIIer service amlfor being in a beller cOlllpel ilive posilionrnThe daw analysis is hosed on bOlh qllali/(ilive and quantilalive mel hods, sllpporled by Ihernquoli!alive in/orlllalion and IileralUre reviews, Finally, in terms of important findings,rn1110.1'1 o/Ihe users are lIIale, younger and more educaled people who earns a highlyrnincollle, In addilion, wilh regard to speed, risk, ease a/use and physical appearance, IhernlIlojorily o/Ihe respondel1ls have posilive alliludes with ATM service of Dashen bank.rnBill, " 'ilh regard 10 efficiency (wailing lime), convenience (accessibilily), and reliabililYrn(colIs i.l'lel1C) ) allrihulcs: Ihe lIIojorilv o(ATM card holders has u lIegmi,'e or un(ol'oroblernaffilllll"s 'l'ilh Ihc "I T 1,le)'l'ice o/Dusll('l1 hUlik

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