Abstract
This study examines the influence of ease of use, security concerns and attitudes on South African consumers’ satisfaction with ATM banking services. Participants of the study were solicited through electronic mailing list of ATM users in South Africa. These participants were provided with a website link that directed them to an online survey hosted by Qualtrics. A total of 224 participants from the various provinces of South Africa responded. This study confirms that customer satisfaction is linked to security concerns, attitudes and ease of use. Overall, the results indicate that the respondents were satisfied with ATM banking services. Since there is a shortage of research on customer satisfaction with ATM banking services in South Africa, an area often neglected by South African researchers, this study contributes to knowledge available in the existing literature. Keywords: ATM banking, customer satisfaction, ease of use, security, attitudes. JEL Classification: G21, M31
Highlights
If there is one sector that uses technology more than any other and that has more customer complaints, it is the banking sector
Of the many factors identified in literature, this study focuses on ease of use, security concerns and attitudes
This study looked at the associations between customer satisfaction with Automated Teller Machines (ATM) banking services and security, attitudes and ease of use
Summary
If there is one sector that uses technology more than any other and that has more customer complaints, it is the banking sector. The banking sector has continually added new time saving technologies in their environments One such technology is the Automated Teller Machines (ATM). Many of the frustrations stem from a number of factors including long queues and waiting time (Greenland, Coshall & Combe, 2006) Whether these queues reflect inefficiencies in the ATM technology itself or the failure of the banks to deliver satisfactory customer service, is unclear. What appears to be a consensus among researchers, is that customers’ experience with these queues have been found to exert powerful influence on their satisfaction When it comes to services offered at the banking sector, customers hope that banks would meet their expectations, and would exceed such expectations. Well managed customer expectations have been found to mitigate complaints and, as a result, lead to customer satisfaction (Shankar, Smith & Rangaswamy, 2003)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
