Abu Dhabi Commercial Bank’s Service Quality


Abu Dhabi Commercial Bank is a premier financial sector known all over the world. However, it has faced numerous challenges related to the transfer of monthly salaries to various accounts. This research seeks to gain insights in the underlying reasons behind the inability of the bank to provide quality and effective ATM services. Against the background knowledge of challenges that customers have experienced in the recent past, the research will carry out interviews with some customers who use the bank’s ATM services for a variety of financial issues frequently. The participants will include the senior management staff of the bank, employees, the bank’s technical team, and selected customers.

Problem statement

There is consensus in the literature that facilities like Mobile, SMS, and Internet Banking do not ensure that clients have gained accessed to fast and quality services. This is not the case with Abu Dhabi Commercial Bank because a significant number of cases involving the inability to access critical information on the bank have been daunting tasks. It can generate unforeseen problems that may paralyze the whole institution. Whereas customers can access some services, the qualities of the services have been significantly reduced.

The research, therefore, hypothesizes that:

The inability to integrate and maintain fast and reliable ATM machines is the reason for poor financial services.

Purpose of Research

The research paper intends to identify the underlying reasons behind the increasing cases of inability of the bank’s ATM and propose key recommendations that may serve as a guide towards reducing or eliminating technical problems associated with the problem. In addition to the above, the research seeks to establish measures to be put in place to prevent future occurrence of such problems. To achieve the objective purpose, the research will involve the inclusion of all the parties that operate and use the ATM machines.

Population and Sample of Study

The research will target the head of the technical team who repairs the ATM machines in case of breakdown. Also, ten customers who use ATM services at Abu Dhabi Commercial Bank and other related banks will be included, those will be picked up randomly. Random sampling will be preferred when choosing the customers to interview because it eliminates biases and ensures transparency and competency of the whole process of research.

Techniques of Investigation

Under this research, I plan to employ an open-ended type of questions in the interview. This will provide room for the interviewee to give an exhaustive response to the questions asked. To supplement the process, I intend to issue structured questionnaires to the employees of the bank, which will also be used to ascertain the nature and level of problems associated with the ATM machines.

Data Collection

This study will also adopt a qualitative research approach involving a review of data revealed by the selected banks from 2006 to 2010 because this period marked the height of the crisis and an analysis of the trends in data on profitability, liquidity, and leverage could offer accurate insights and inferences on the research topic. Data will be gathered from the websites of the six selected banks (First Gulf Bank, Bank Of Sharjah, Union National Bank, Abu Dhabi Islamic Bank, National Bank of Abu Dhabi and United Arab Bank) and subjected to a parametric test to ascertain the extent of the impact of the crisis on the banks’ performances as revealed by data.

Data Analysis Plan

Based on the objective and the research questions, the findings of this research are expected to provide evidence of the existence of any effect of the recent financial crisis on the banking sector in ADCB banks. Therefore, the appropriate method of statistical analysis I opt for is the descriptive type. Description creates a figurative view of the nature of the problem.

Expected Results

At the end of the analysis of the statistics, there are three possible outcomes. First, the process of reprogramming all machines in Abu Dhabi Commercial Bank could have proved to be more difficult than expected. This might have caused uninstallation of important programs that led to the slowness of ATM machines. The newly installed ATM machines could have been counterfeit. It is also possible that the staff tasked with maintaining the ATM may be experiencing challenges given that its newly deployed technology.


Out of the information I gathered during this research, I strongly recommend the need for the bank management to hire expert personnel to carry out the task of reprogramming the bank’s systems. However, the management of Abu Dhabi Commercial Bank must perform a comprehensive audit of the party supplying ATM machines especially on their ability in software development and the ability to offer capacity development to the clients. They must review the terms of the contract and the legal obligations before committing themselves to the contract. Adherence and implementation of these recommendations would prevent future related cases.