Abstract
The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.
Highlights
The new technology’ failure to be accepted from the user is the main obstruction facing the new technology implementation(Davis,1993,p.475).Most organizations goal to improve employee willingness and job performance in communication and information technology by creating new initiative ideas(Bashir, 2014,p. 41)
The effect of the Measuring a satisfaction of employees based on the service quality of (ATM)
Q1: To what the extent does the ease of using the automated teller machine (ATM)? The first question constitutes from four sub-question was targeted the degree of ease of use of ATM for the employees
Summary
The new technology’ failure to be accepted from the user is the main obstruction facing the new technology implementation(Davis,1993,p.475).Most organizations goal to improve employee willingness and job performance in communication and information technology by creating new initiative ideas(Bashir, 2014,p. 41). The banking sector has been supplied by special services to reduce the cost, increase and faster customer transactions such as automated teller machine (ATM) and Internet banking. The effective factor to accept the system or reject it and playing a vital role as a determiner is the user acceptance(Jun & Cai, 2001; Yen et al, 2010).The customers can conduct the transactions with bank in 24/24 hours using new technology the automatic teller machine (ATM) (Hossain et al, 2015,P 69). This paper was used the acceptance model to measure the extent of the employee of accepting the (ATM) services. The cognitive or affective response used to measure the customer’s acceptance of ATM services quality rendered by ATM stakeholders. Previous researches items used to measure the affective response.
Sign-in/Register to view highlights & summary 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 callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
