BUILDING INTENTION TO SAVE THROUGH ATM SERVICES

Abstract

Current technological developments require the banking sector to clean up, transactionspreviously carried out with automatic teller machines (ATMs) are now being accessed usinginternet banking, sms banking and mobile banking so that the demands for service quality arebecoming increasingly complex. This study examines the quality of ATM services onsatisfaction and trust to build customer savings intentions. Data were analyzed using (StructuralEquation Modeling - SEM) based on variance or component-based SEM (Partial Least Square /PLS). The results of this study indicate that customers do need a good quality ATM service, butthe satisfaction built by the quality of ATM service is not sufficient to stimulate the intention tosave. The quality of ATM services has been able to build customer trust and further stimulate theintention to save, indicated by the trust that has mediated well the effect of ATM service qualityon the intention to save again. Meanwhile, customer satisfaction with ATM fails to directlyinfluence the intention to save again. The contribution of this study is that the quality of ATMservices in banking must be able to create trust in ATMs so that customers intend to save again.