Abstract
The introduction of automatic teller machines (henceforth ATMs) brought dramatic changes in the way people do banking. ATMs have become a daily necessity and they are widely used for their convenience and accessibility. However, there have been several major challenges and issues faced in delivering quality service in ATM banking. Since the use of ATMs involves an exchange of information between a machine and a customer, this study investigated the impact of information quality (i.e., quality of information the machine provides) and ergonomics (i.e., design quality of the machine) to the service quality of ATMs. To this end, the study geared towards providing an improvement framework for the ATM design to improve service quality. A random survey among ATM users in Metro Manila was conducted to gather data with regard to their usage and perceived service quality of ATMs. Through statistical analyses, it was found that ATM usage varied according to age, education and socio-economic status of customers. ATM users were typically young, more literate and have higher economic status. More importantly, it was found that components of information and ergonomic qualities had fair influence to service quality, with just a few components having significant impact.
Highlights
Superiority in quality has developed as an essential for administrative sustainability in this competitive world [1]
ATM users from the three largest banks as to total assets reported by the Bangko Sentral ng Pilipinas (BSP) as of the end of December 2013 were selected
The survey showed that ATM users were typically young, being more educated and having higher economic status. 65% of the respondents fell under the age of 39 years old and below
Summary
Superiority in quality has developed as an essential for administrative sustainability in this competitive world [1]. Administration of client coordination and service quality is the utmost efficient ways of making trust in the competitive organization industries such as banks [2]. The expansion of information and telecommunication technologies has allowed establishments to deliver excellent amenities to fulfill customers requirements [3]. Banks are amassed their services options based on technology to meet the demand of this competitive world and ATM facilities are one of such services. ATM is an automatic telecommunication device that provides instant financial transaction facility for customers without depending on the banking personal for manual transaction [4]
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