Enhancing ATM Dispute Resolution Processing in Sudanese Banks

Abstract

The research introduces the process of ATM dispute resolution and highlights its effects on banks operational costs, customers trust to ATMs services as well as banks reputation. The research adopted a descriptive and comparative analysis of two Sudanese banks. Data was collected through conduction of in-depth interviews with dispute resolution personnel at the two banks. The data obtained from the banks employee answers the questions of research concerning steps and venues of filling an ATM dispute case, time and cost of ATM dispute resolution. Data was analyzed through data flow chart diagram to highlight the bottlenecks in dispute resolution process. The study offered a set of solutions to enhance technique of handling ATM dispute resolution in order to accelerate its end-to-end timeframe, decrease its operational costs and improve customer’s satisfaction and loyalty.