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.
