A Study of the Effect Automatic Teller Machine Banking on Customer Satisfaction: The Case of Zambia National Commercial Bank

Abstract

This research investigates the impact of ATM banking services on customer satisfaction, utilizing an exploratory approach to evaluate the satisfaction levels of ZANACO ATM services in the Lusaka District. The specific objectives include assessing the availability, performance, security, and challenges faced by customers when using ZANACO ATM systems. The study focused on customers of ZANACO Bank in the Lusaka District, with a sample size of 150 customers representing various customer profiles. The study findings indicate that while ZANACO ATM services are generally available, there is some disagreement among respondents regarding the accessibility of these ATMs. Despite favorable ratings for performance, participants expressed concerns about long queues, transaction errors, and occasional cash shortages at ZANACO ATMs. Regarding security, respondents generally agreed that ZANACO ATMs are secure; however, challenges such as failed transactions, delays in resolving issues, and instances of ATMs running out of cash were identified. Furthermore, the study revealed no significant variations in results based on individual characteristics such as gender, age, education level, or customer tenure with the bank. Recommendations for ZANACO Bank include enhancing customer mapping strategies to improve ATM service accessibility, promptly addressing failed transactions (especially VISA transactions), and ensuring consistent availability of cash in all ATMs to minimize customer inconvenience.