Impacts of ATM Service Quality Dimension on Customer Satisfaction a Case Study of Bank of Kigali
Studies on banking worldwide have proved that a poor service quality leads to customer dissatisfaction whereas a
good service quality leads to customer satisfaction, loyalty and in return bring revenue accumulation and wins new
customers. The purpose of this study was to evaluate the impacts of ATM service quality dimensions on Customer
Satisfaction in Rwanda, a case study being Bank of Kigali, The study reviewed existing literatures on service quality and
customer satisfaction. The literature confirms that there is a relationship among the two. This research has been guided by
the SERVQUAL model by  and the researcher found it important to include some moderating factors thus Price and
service Diversity into the study. On the basis of the results of this study, it can be concluded that service quality plays a
significant role in customer satisfaction. The results show that Assurance and Empathy are the high indicators of Service
quality in Bank of Kigali while security and Tangibility had weak results which is a room for improvement, but nevertheless
the results indicate that all the six dimensions combined together give positive perception of the service quality on the
customers of the bank of Kigali.
Key words - Service quality, Banking industry, Customer satisfaction and SERVQUAL model.