The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

Abstract

The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.