Automated Teller Machine Service Research Articles

The attitude and real customer's behavior using mobile banking in Bank Jatim Pare

ABSTRACT The presence of modern banking service products such as mobile banking should meet the requirements of a technology to be adopted. In fact the problem that arises in the use of a technology at Bank Jatim is the low utilization of the service system. This condition challenges researchers to test through technology acceptance model theory with modification of models to explain the conditions of acceptance of a new technology. The conclusion of this study found that from the model that had been compiled that the three exogenous variables were tested, only the ease of perception variables that proved to have a significant contribution to both attitudes of use and the actual behavior of use. In addition, perceived convenience variables also have a significant positive influence on customer trust. However, the results of the study found that the contribution of trust and trust variables was still low in shaping attitudes towards the use and real behavior of using mobile banking services. Another finding in this study to describe the problem of the low use of mobile banking services is the need for cash transactions by customers. Most PNS customers need cash transactions in their daily routine compared to the needs of non-cash transactions such as transfers or purchases online. This is what causes customers to use the Automated Teller Machine service as a means of taking their money and then use the transaction directly as needed

English

The purpose of this study is to investigate the factors affecting customers’ satisfaction towards the use of Automated Teller Machines (ATMs). To address the research objectives, 200 questionnaires were distributed to respondents. A total of 176 were returned which is equivalent to 88% of the total response rate. Data were collected using semi-structured questionnaires and they were organized, coded and analyzed using Minitab18 software. The collected data were analyzed using descriptive Statistics, correlation and multiple regression model. Descriptive analysis showed half of the respondents (50%) agreed that time saving is the main reason to use ATM services. Majority of customers use ATM Banking for Cash withdrawal services and majority of the CBE customers were satisfied by the ATM services provided to them. However, customers were facing different problems associated with ATM service. Some of the problems were the unreliable network for ATM services, limited amount of money to be withdrawn per day, reduction in balance without cash payment, bank charges for ATM services, machine out of cash, card gets blocked or locked up and waiting in line to use ATM Machines. The multiple regression findings also revealed that responsiveness, efficiency, appearance, reliability and convenience of ATM have a significant and positive influence on customers’ satisfaction. Key words: Commercial Bank of Ethiopia (CBE), automated teller machine (ATM), customer satisfaction, service quality.

The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis

This study examines the impact of automated teller machine (ATM) service quality on customer satisfaction and its effect on customer loyalty. The data were collected from 360 ATM users in Karachi, Pakistan, using a structured questionnaire. After the data screening process and the removal of outliers, 322 responses were found useable. To identify the dimensions of ATM service quality and their relationship with customer satisfaction and customer loyalty, exploratory factor analysis, confirmatory factor analysis and structural equation modelling (SEM) were used. The findings indicate that (a) fulfilment, reliability, ease of use, and security and privacy are the major dimensions of ATM service quality, (b) dimensions such as convenience and responsiveness are positively insignificantly correlated with customer satisfaction and (c) customer satisfaction significantly influences customer loyalty. This study suggests concrete strategies for bank managers to improve customer experience with ATM and identifies the issues to be resolved in order to improve ATM service quality.

SSTQUAL Model: Assessment of ATM Service Quality in an Emerging Economy

This study aims to identify the key dimensions of automated teller machine (ATM) service quality and attempts to analyse the dynamic relationships among service quality, e-satisfaction and e-loyalty in Indian bank industry. Items were drawn from well-known SSTQUAL model, with cultural adjustment and industry specific modifications. A structured questionnaire in English language was used to collect the data from 360 ATM users. Research findings show that security/privacy and enjoyments have emerged as key dimensions that concern ATM users in India. The relative importance of the SSTQUAL dimensions identified in this study provides bank managers with a handbook as to which issues are critical in order of importance. Because of the limited sample size, the research results may lack generalisability. More replicative works are needed to enhance the generalisability.

Designing Talking ATM System for People with Visual Impairments

In this paper, we discuss process of design and development of talking ATM for visually impaired people. Automated Teller Machine (ATM) has become vital part of our life to perform financial transactions without intervention of human banker. ATM facilitates cash withdrawal, balance check, mini statement and fund transfer. But, these banking services using ATM cannot be directly used by some set of people of society such as people with low vision, visually impaired, illiterate as lack of accessing ATM through screens. Even they can be defrauded at ATM centers. To digitally include these set of people, talking ATMs are evolved. Talking ATM provides accessibility to ATM services by providing audio component. Many ATMs employ headphone jack that facilitates user to do transaction with security. The audio information is generated either using pre-recorded speech corpus or through speech synthesis engine. The paper summarizes how ATM works, need, proposed solution of talking ATM for visually impaired users, design and development talking ATM using concatenated Text To Speech.

The efficiency and impact of banking electronic services: evidence for Kosovo

Since the beginning of 2000, the banking sector has been one of the most developed sectors in the Kosovo's economy. In the session of literature review, this paper will provide a brief background on the banking electronic services, their progress during last years in Kosovo and in other Balkan countries, as well as their impact in the whole banking sector. Appropriate methods for analysing the efficiency and impact of banking electronic services are presented in the methodology session. The results in data environment analysis have shown that the highest banking efficiency has been in 2013; it is a result of increased of the volume and the value of transactions in e-banking. Then, the results found through the ordinary least squares method have shown that e-banking and point of sale service have positive impact, but automated teller machine service has negative impact in banking net profit. Our conclusions are mainly based on the further improvement and development of electronic banking services.

Investigations On Some Aspects of Reliability of Content Based Routing SOAP based Windows Communication Foundation Services

The web services have emerged as a web based matured and popular technology paradigm. Due to increasing popularity, the reliability assurance and prediction have acquired more attentions to the developers, researchers and service providers. In this paper, the authors propose to design, develop and implement a service oriented prototype research electronic automated teller machine service using Windows Communication Foundation technology to study and predict some reliability aspects of web services. One master service is designed to authenticate a particular user to access services that is acting as a service broker and redirects the query to content service executing agents, acting as a service provider. The system has been implemented using C# programming language, Visual Studio.NET framework, Internet Information Service web server and Microsoft Structured Query Language database server. The authors present here the novel prototype architecture, testing procedures, HTTP transactional status and reliability analysis of the system under massive stress of consumers.

Universal User Interface Design of ATM Touch Screen Based on the Reaction Time

Objective: This study is concerned with the user interface (UI) design of touch screen based on the reaction time of Automated Teller Machine (ATM) user. Background: Adopting the touch screen technology, the ATM service has recently established a new user interface different from the existing button-type interface. Method: Experiments were conducted by simulating ATM touch screen layouts, and layouts were focused on location of menu buttons (left and right, top and bottom), number of menu buttons (8 and 12 buttons). Results: The results show that there are significant differences in correction ratio and reaction time by user groups, types of menu location, and the number of buttons. Conclusion and Applications: The results of this study can be used to provide baseline information for the interface design of ATM touch screen and the age differences in reaction time.

Security Impact on e-ATM Windows Communication Foundation Services using Certificate based Authentication and Protection

The authors proposed to design and implement a prototype research electronic automated teller machine service using Windows Communication Foundation to study the performance and scalability of implementing Web Service Security policy. The software chosen for building the service are C# programming language, Internet Information Service web server, Microsoft Structured Query Language database server and Visual Studio.NET Integrated Design Environment as development toolkits. To evaluate the different performance metrics, the Windows Communication Foundation Service has been tested by using testing tool Mercury LoadRunner, version 8.1. In this paper, the authors will present the architecture of the service, its testing procedures, and statistical analysis of the system performance.

The Distribution of Automated Teller Machine (ATM) in Calabar Metropolis, Cross River State, Nigeria

The study examined the distribution of automated tell machines in Calabar Metropolis in view of the Central Bank of Nigeria's policy on cashless economy. Data were obtained from both primary and secondary sources using direct field measurement of ATM locations and enumeration of ATMs across the wards, questionnaire and National Population Commission records. The data were presented in tables and analyzed using geographical information systems and statistics. The result revealed a total of 134 ATMs, located across the Metropolis. It was discovered that while some areas had excess ATMs, many other places had deficits, making it difficult for customers to access ATMs services, except at some cost. It was discovered that there is a significant variation (F = (d.f. = 1, 400) = 27.472, p critical D of 0.136 and disproportionately distributed. It is recommended that more ATMs should be located near the people for easy access at minimal cost so as to enhance the Central Bank of Nigeria policy on cashless economy.

Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Abstract Self Service Technology (SST) is a required feature in retail banking industry. The interface facilitates communication between human and machine is important in our daily lives as a result of the swift technology advancement. Automated-Teller Machine (ATM) has been one of the best options for Self Service Terminal in catering retail banking services. The purpose of this study is to examine the current level of ATMs service quality at one of the main ATM service points of a Malaysian bank. The objective of the study is to investigate the relationship between the reliability and responsiveness of ATM services with customer satisfaction and verify the determinants for service enhancement. Data was collected through questionnaire survey of 271 respondents and observations at the service point. Data was analysed using SPSS. Result of survey suggests the relationships of three out of four elements of service quality dimensions (consistency, dependability and timeliness) are important to maximising customer satisfaction.

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

Perceived service quality and satisfaction of self-service technology

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.

Assessment of Challenges Facing Customers in Automated Teller Machines in the Banking Industry in Tanzania: A Case of Some Selected Banks in Tanzania

this study presents an assessment of the challenges facing banks’ customers when using Automated Teller Machines (ATMs) in the banking industry in Tanzania, a case of some selected banks in Tanzania. Specifically, the study examined the contribution of Automated Teller Machines towards customer satisfaction, challenges facing customers when using ATM in Tanzania, and strategies which banks in Tanzania can use in improving ATM services in Tanzania. The study employed descriptive research design to explain the extent to which bank customers in Tanzania are satisfied and dissatisfied with ATMs in Tanzania. Data were sourced mainly from bank customers of Barclays bank, National Microfinance Bank (NMB), CRDB bank, National Bank of Commerce, Tanzania Posta Bank, Exim Bank, and Diamond Trust Bank in Iringa region in Tanzania. Data were collected only to customers who had ATM cards. In all banks, 100 ATM card bearers were accessed. Structured questionnaire was administered to each customer. Data analysis was done using software programs such as Statistical Package for Social Scientists (SPSS) and Microsoft excel. Descriptive and inferential statistics were the pivot of the analysis. The findings of the study revealed that card locking, insecurity, machine breakdown, machine out of cash, and long time in cash dispensing have a positive relationship with the challenges of that face bank customers in using ATMs in Tanzania. The study concluded that these factors (card locking, insecurity, machine breakdown, machine out of cash, and long time in cash dispensing) hinder the convenience, speed, security, reliability and cost for more customers to use ATM and get customer satisfaction in banks in Tanzania. Thus, the study recommends that those challenges attributed in the study should be given priority by banks in improving ATM services to customers.

English

Automated Teller Machine (ATM) banking is the second popular access channel to banking services behind branch banking in Malawi which offers competitive advantage in the homogenous market of retail banking products and services. It is important that banks achieve service quality and customer satisfaction to remain competitive through ATMs. The results are from 353 ATM card users where over half are satisfied with ATM services from their respective banks. All the ATM service attributes within the five service quality dimensions are important to ATM service users but performance is perceived good in ATM technology related attributes and poor in employee and management functionality related attributes. The results have further found that all service quality dimensions significantly correlate with customers satisfaction with ATM services and that reliability is the most important dimension followed by responsiveness, empathy, assurance and tangibles are the least important dimension agreeing with previous studies by Berry et al., Parasuraman et al. and Zeithmal et al. However, not all service quality attributes rated important by users contributed to their satisfaction. Therefore, the results designate that for banks to remain competitive through ATM banking efforts should be exerted in providing responsive ATM services. Further investment in newer ATM technologies may have marginal returns in creating competitive advantage since all banks are installing newer ATM technologies that enhance functionality and reliability of ATMs but differences are in the provision of responsive services that augment the ATM services provision.   Keywords: Customers’ satisfaction, ATMs, service quality.

Effects of Automated Teller Machine on the Performance of Nigerian Banks

This study investigates the effects of ATM on the performance of Nigerian banks. Available studies have concentrated on the significant dimensions of ATM (automated teller machine) service quality and its effect on customer satisfaction with a bias against ATM producers. The study is motivated by the astronomical challenges confronting the proliferation of ATM infrastructure and attendant financial losss to banks which are often under-reported. Also, there are serious debate on the relevance of ATM technology as most countries in the world are moving away from the virus technology to the more secured chip cards free of credit and debit frauds. Questionnaire was used to collect the data from a convenience sample of 125 employees of five selected banks in Lagos State with interswitch network. Therefore, data collected through the questionnaire were analyzed statistically by using the Software Package for Social Science (SPSS Version 20.0 for Student Version) and chi-square technique. The results indicate that less than the benefits, the deployment of ATMs terminals have averagely improved the performance of Nigerian banks because of the alarming rate of ATM fraud. Similarly, ATM service quality is less correlated to security and privacy of users and providers.The conclusion therefore is that banks should strive to increase their security layers to subvert the tricks of web scammers, limit the amount which customers may be allowed to withdraw at a time and provide electronic alerts to customers’phone for all transactions carried out on their bank accounts through ATMs and the provisions of extra security layer that can prevent third party to make use someone else’s ATM card for unauthorized withdrawals electronically.

Service quality in automated teller machines: an empirical investigation

PurposeThe aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.Design/methods/approachA structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.FindingsThe paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.Practical implicationsThe variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.Originality/valueThe paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge

This study explored the issue of whether the use of the Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many developing countries has achieved its intended objective of increasing the effectiveness of customer service provision and reducing the workload of bank tellers. The purpose is to understand customers’ behaviour towards the use of ATM as a banking service delivery tool, and the influence of such customer-usage behaviour on the banks’ human resource capacity building, in terms of employee workload relief and performance. This is because most banks in subSaharan African countries have introduced the ATM in bids to satisfying customers’ service needs and making the work of employees easier. Data was collected using questionnaires that were administered to bank customers who use the ATM facility, as well as bank managers. The findings showed that though most bank customers who use the ATM services perceive the ATM as a convenient, reliable, accurate and suitable service delivery tool for their banking transactions; they still underutilize the ATM’s service capacity by choosing to go to the banking halls to make cash withdrawals of amounts that could be obtained from the ATMs. It is also found that by virtue of this customer behaviour of not using the ATM’s to their full potential, the relief that it is expected to provide bank tellers is not realized. It is concluded that because of customer behavioral challenges to the effective utilization of the ATM technology, banks in developing economies not benefiting from its full potential as a customer service delivery tool, and also as a strategic workload reliever for tellers who service customers inside the banking halls.

The effect of automated teller machines on banks’ services in Nigeria

The purpose of this research work is to find out the effects of Automated Teller Machines (ATM) on Bank’s services. Information technology, of which Automated Teller Machines are part of, has been the core tool of competitive strategies used by successful organizations for gaining competitive advantage over others. The rapid development in the banking sector has encouraged the accommodation of technology providers. This can be testified by the presence of ATM of all sorts, spread all over our bank premises. This paper addresses the issue of collaboration amongst banks and other service providers in the provision of cheap and efficient ATM services. It also addresses the issue of consumer behaviors with respect to quality services and has come to the conclusion that ATM deployment by banks saves time, encourages competition, and reduces bank risks. The low level of literacy, awareness, poverty and lack of trust are reasons for low adaptation of ATM in Nigeria.

Competition and IT-based Innovation in Banking Services

This article examines the dynamic relationships between competitive strategy and information technology (IT)-based product and process innovation in financial services. The study draws on detailed case studies of five IT-based innovations: Interbranch Online service, Automated Teller Machine service, Credit Card service, Remote Banking service, and Electronic Funds Transfer at Point of Sale service. It examines the development of these innovations in the Thai banking industry from the mid-1960s. The results indicate the limitations of the Reverse Product Cycle model approach, and an alternative conceptual framework and a country-specific innovation model are proposed. Possible avenues for further research on innovation in services and service innovation are suggested, together with steps towards developing a unified approach to innovation and competition for both the service and manufacturing functions.