Automated Teller Machine Service Research Articles

Maximizing Automated Teller Machines (ATM) User Loyalty through Trust and Quality Service

The purpose of this research is to look into the direct and indirect effects of service quality and trust on customer loyalty, as mediated through customer satisfaction. The study is based on a sample of 85 customers who used ATM services at the PT. Bank 9 Jambi, Kerinci Branch. This Study approach is used to calculate sample size, and data is collected utilizing an incidental sampling strategy using a questionnaire. For data analysis, Smart PLS 3.0 software is used to assist path analysis. According to the findings, neither service quality nor trust have a statistically significant influence on customer loyalty, whether directly or indirectly through customer pleasure. Customer pleasure, on the other hand, has a positive and considerable impact on customer loyalty. Furthermore, the study discovers a favorable and significant link between service quality and client trust. These findings provide light on the complex dynamics of service quality, trust, customer satisfaction, and loyalty in the context of ATM usage, providing valuable insights for customer relationship management practitioners and researchers.

Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

The banking industry has seen the emergence of numerous service delivery channels, automated teller machines (ATMs), telephone banking, and online banking. Global financial systems and mature competition have been compelled to research the importance of consumer satisfaction. Thus, this study aimed to examine the effects of automated teller machine service quality on customer satisfaction in commercial banks of Ethiopia in the Afar regional state, Northeast Ethiopia. To this end, cross-sectional data were collected through a questionnaire from a sample of three hundred forty-six (346) ATM users selected from Semera-logia City, Asyaita, and Awash Town. To identify the dimensions of automated teller machine service quality and their relationship with customer satisfaction, confirmatory factor analysis and structural equation modeling (SEM)) through SPSS and AMOS 23.0 data analysis software were used. The findings indicate that convenience, reliability, ease of use, fulfillment, and security/privacy of ATM service quality dimensions are positively and significantly associated with customer satisfaction. The results of this study can help banks' management improve the quality of their ATM services to increase overall customer satisfaction. To ensure continued customer satisfaction, banks are encouraged to make the ATM service more convenient, reliable, user-friendly, secure, and fulfilling. They should also constantly update and differentiate their ATM service quality aspects to build a competitive advantage and boost their profitability.

Perilaku Nasabah terhadap Adanya Layanan Anjungan Tunai Mandiri (ATM) di LPD Desa Adat Beraban, Kecamatan Kediri, Kabupaten Tabanan

Customer Behavior Against the Presence of Automated Teller Machines (ATM) at Local Credit Institution (LPD) of Beraban Village, Kediri District, Tabanan Regency
 Local Credit Institutions (LPD) are non-bank financial institutions organized by local governments and are autonomous and oriented towards strengthening the economic and socio-cultural life of indigenous peoples in Bali. Increasing profits and progress made in LPD make it always carry out the latest innovations in products to be marketed. Technological developments are becoming very global with regard to the efficiency and ability of banks to earn non-interest income in the future. One of the information technology innovations that play a very important role in the banking world is ATM services. With the ATM service in the LPD, it will certainly make it easier for people to make transactions. The existence of this ATM service, of course, has to look at how the community will behave towards the latest innovations from the LPD. Behaviors are specific actions directed at some target object. While the desire to behave is a proposition that connects itself with future actions. This study aims to analyze customer behavior towards the existence of ATM services in terms of three indicators, namely the level of customer knowledge, customer attitudes, and customer actions. The data used in this study are primary data and secondary data. Primary data collection was obtained directly by researchers through observation, interviews and filling out questionnaires submitted to customers at the Beraban Village LPD as many as 100 respondents with a stratified random sampling technique, namely respondents were grouped into three groups based on customer balances. The overall analysis carried out is for the variable knowledge either or know about ATM. For the variable of customer attitudes towards ATM. are in the good category, meaning that customers have a very good attitude towards the existence of ATM. In the action variable, the customer already has a very good action on the existence of an ATM. From the results of a thorough analysis obtained, it is stated that customer behavior regarding the emergence of new innovations created by LPD to assist customer transactions in the form of ATM is good, where customers use and receive many benefits from the available ATM.

FINANCIAL PRODUCTS MARKETING AND ITS IMPLICATIONS ON THE PERFORMANCE OF DEPOSIT MONEY BANKS IN NIGERIA

The study examined the effect of financial products marketing on the Performance of deposit money banks (DMBs) in Nigeria, for the duration of 2008-2022 which is 20years. The secondary data (time series) was gotten from Central Bank of Nigeria (CBN) Statistical Bulletin and Nigeria Deposit Insurance Corporation (NDIC) for the duration under review. The study identified the following measures financial products such as Automated Teller Machine (ATM), Point of Sale (POS), INTB (INTB) and NIBSS Electronic Funds Transfer (NEFT) which was analyzed in relation to the Return on Assets (ROA) (proxy with performance of DMBs in Nigeria). The DP for the preliminary description of the data set, correlation analysis will be use to ascertain the co-movement of the independent variables in relation to the dependent variable while the Multiple Regression analysis were employed with the aid of E-VIEW version 9.0 for the purpose of testing the research hypothesis. The study found that ATM, POS, and INTB significantly affect DMB ROA in Nigeria, while NEFT did not. Finally, financial product marketing has a substantial impact on DMB performance in Nigeria. If DMB management wants to boost ROA, they could focus on ATM service improvements, which will boost customer happiness and patronage.
 Keywords: Financial Products, Marketing, Internet, Point of Sales and Performance.

The Relationship between the growth in Automated Teller Machine (ATM) terminal and values of ATM services in Nigeria

The study was aimed at assessing the relationship between the growth in automated teller machine (ATM) terminal and values of ATM services in Nigeria. The study provided some evidence that the ATM has now been accepted by customers in the industry as it has gained a positive impact on service delivery to customers. Introduction of the ATM facility and directives by management of DMBs that checking of balance and withdrawal of cash less than a certain amount over the counter would attract a fee has not only helped reduced long queues in the banking halls but has also helped customers to have control over their monies and its management. Tangibility, Reliability, Responsiveness, Assurance, Empathy, Efficiency and Accuracy were the variables considered to determine customers’ satisfaction/dissatisfaction with respect to adoption and usage of the ATM service.

Versatile Multimodal Biometrics to Prevent ATM Identity Frauds

—Automated Teller Machine (ATM) frauds have increased over the years resulting in the loss of customers and trust in current ATM security measures. In order to fight identity fraud and regain trust and reliability, biometric recognition technologies have become a necessity for ATMs. Using a card and pin is no longer reliable due to the rise of ATM identity fraud over the years. Studies have been carried out to solve this uprising issue, such as replacing the memorized pin with a one-time pin (OTP) and others using biometrics. There are still many gaps and challenges in the systems, with a common challenge being their accuracy rate, dependencies, and reliability. This study is conducted to alleviate the problem by introducing a versatile multimodal biometrics system. After a careful review of different biometric techniques and their differences in human identification inboth accuracy and reliability, physical biometrics isadopted in this study. Unlike behaviouralbiometrics, physical biometric features cannot easily be copied, replicated, or mimicked, and they are unique per individual. The three body features chosen for this study are the face, fingerprint, and iris. A real-time feature quality evaluation method is employed to assess the reliability of the biometric recognition results. The system provides independent anytime ATM access and prevents card-based theft and fraud, it can be relied on to always deliver uninterrupted ATM services to customers. Customers register their fingerprint, face, and iris to be able to use the biometric ATMs. A combination of any two of the registered biometric features can be used to authenticate users with high accuracy and reliability on ATMs with a 0% false acceptance rate. It has been found that allowing multiple options for users reduces false rejections and provides a 100% ATM access guarantee.

Digital Financial Services and Economic Growth of Nigeria: 2006 – 2021

This study investigated digital financial services and economic growth of Nigeria from 2006 to 2021. The study specific objectives include investigation of the relationship between automated teller machine services and real gross domestic product; evaluation of the relationship between point of sales services and real gross domestic product; determination of the relationship between mobile banking services and real gross domestic product; and investigation of the relationship between web banking services and real gross domestic product from 2006 to 2021 in Nigeria. The study anchored on technology acceptance model (TAM) advanced by Davis (1989) and purposive sampling technique was adopted for the collection of quarterly secondary data from the Central Bank of Nigeria. The quarterly data collected were analysed using univariate, bivariate and multivariate analyses. The findings from the VECM indicated that automated teller machine services positively and insignificantly influence real gross domestic product in Nigeria; point of sales services positively and significantly influence on real gross domestic product in Nigeria; mobile banking services positively and insignificantly influences real gross domestic product in Nigeria; and web banking services positively and significantly influence on real gross domestic product in Nigeria. On the basis of the findings, the study concluded that digital financial services influence the economic growth of Nigeria. Hence, the study recommended amongst others that appropriate policies aimed at promoting and enhancing the availability and penetration of digital financial services should be implemented and made effective as this will increase real gross domestic product of the country.

E-payment Administration and the Growth of Small and Medium Enterprises (SMEs) in Southeast Nigeria: An Evaluation of Cashless Policy

Nigerian payment systems are cash based although the use of electronic payment system such as online banking services, automated teller machine services and the mobile banking services started gradually in 2011 with the introduction of cashless policy, which became operational in 2023. This study examined the impact of the cashless policy of the government on the performance of small-scale enterprises in Southeast – Nigeria. It explored the availability of required e-payment facilities, the effectiveness of e-payment administration, and the impact of cashless policy on the performance of SMEs in the region. Descriptive survey design and researcher’s designed questionnaire were adopted to generate data from 500 respondents that were randomly chosen from five states in southeast Nigeria, while statistics of percentages, and SPSS tools were used to analysis the data. Results of the analysis reveal inadequate supply of e-payment facilities and lack of IT skills for managing e-payment transactions among majority of the respondents. In addition, it revealed the ineffectiveness of e-payment system in the management of SMEs with significant negative impact on the performances of SMEs in southeast Nigeria. Among others, the paper recommends awareness creation and sensitization about the cashless economy, and adequate provision or the modernisation of e-payment facilities to ensure the effectiveness of the policy.

ATM BANK MANAGEMENT SYSTEM

With the help of an automated teller machine (ATM), customers can conduct banking transactions without having to speak with bank employees directly. Every account holder must have a distinctive ID card for each individual account with a distinctive pin in order to do this. Whatever the unfortunate circumstance, using this ATM service is not allowed in the absence of this card. Aim is to suggest a better feature to speed up the cash withdrawal process from ATMs. In India, there are some rural areas where people don’t know how ATM works. Also, some aged people and young boys and girls also don’t know how ATM works. Anxiety to use a machine and unnecessary fear of leakage of personal information like ATM Pin may be some reasons .There is no change required to the current system. The customer satisfaction could increase as a result of this research, which will speed up cash withdrawals. KEYWORDS ATM, Digitalization, Icon, OTP ,PIN.

Automated Teller Machine and Impact on Banking System

The goal of this research is to determine the impact of Automated Teller Machine (ATM) on banking services. Information technology, which includes Automated Teller Machine, has been a key competitive tool. Successful organization’s techniques for acquiring a competitive advantage over others. The rapid rise of the Banking sector has urged technology vendors to accommodate. This is evidenced by the presence of the ATMs of various types scattered around our bank’s premises. This paper looks at how banks and other services providers might work together to deliver affordable and efficient ATM services. It also covers the question of consumer behavior in terms of quality services, concluding that ATM deployment by banks saves time, fosters competition and lowers bank risks. Keywords: Automated Teller Machines, ATM -Technology, Types of ATM, Growth of ATM, Usage of ATM.

Exploring the use of automated teller machine (ATM) services of Agricultural Development Bank (ADB), Kasoa Branch

The Automated teller machine (ATM) is one of the technological advances that brought about changes in the way banks provide service to their customers. The ATM was introduced with the view to automate the operations of the banks and thus reduce the need for bank tellers and in long run reduce costs. One of the aims of banks in bringing the ATM was to reduce congestion in the banks and improve service delivery to the customer. Against this background, the study sought to determine the reasons underlining the low patronage of ATM services. The study adopted the descriptive approach whilst stratified sampling method to break the sample unit according to their level of education. The results of the study show that there is a high perception that the ATM is associated with technical problems such as frequent network failures and frequent breakdowns. Again, customers and the bank have benefitted in terms of improved service and increase in revenue. However, there are areas that need improvement like prompt resolution of ATM queries and faults as well as frequent network failures. Finally, the study recommends on how to alleviate the challenges such as the introduction of more ATMs and reduced ATM down time.

An Empirical Study on Investigating Mobile Payment Effect on Automated Teller Machine Use

The utilization of mobile payment and automated teller machine (ATM) services by consumers in Xian is dependent on their level of trust in its operation. The study looked into the perceived ease of use, usefulness, system security, trust, convenience, mobility, and cost-effectiveness of mobile payments and ATMs. As a result, this paper used the technology acceptance model (TAM) to evaluate the impact of mobile payments on automated teller machine (ATM) services. SPSS was used to conduct a correlation analysis on 210 mobile payment system and ATM users. The findings indicate that the researched parameters have a positive effect on the use of mobile payments while having a negative effect on the use of ATM services in Xi’an.

Examining the Effect of E-Banking Services on Customer Satisfaction in Deposit Money Banks in Adamawa State Capital, Nigeria

This study examined the effect of e-banking services on customer satisfaction in deposit money banks in Adamawa State capital. Three deposit money banks (First Bank, Guaranty Trust Bank, and United Bank for Africa) operating in Yola were selected for this study. The independent variable is e-banking services that are represented by Internet banking, Automated Teller Machine Service (ATM), Short Message Service (SMS) banking, and mobile banking. The convenience sampling technique was used to select 150 customers of the three sampled banks. 150 Questionnaires were distributed to the respondents where 115 were found valid and used for analysis purposes. With the aid of the statistical package for social sciences (SPSS) version 20, the data were analyzed using descriptive statistics, correlation, and multiple regression. From the regression result, internet banking and ATM service have a significant positive effect on customer satisfaction in the selected deposit money banks in Adamawa State capital. But SMS banking has an insignificant positive effect on customer satisfaction, while mobile banking has an insignificant negative effect on customer satisfaction of the sampled banks. Hence, the study recommends that management of deposit money banks in Nigeria, specifically in Adamawa State capital (Yola) should do everything possible to ensure that internet banking and ATM service are in addition provided to customers effectively.

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

The aim of the study is to identify the gaps within the literature in the area of customer satisfaction and the use of automated teller machine services in Nigeria. The research concurred with the scholarly researches that conceptualized customer satisfaction in to three dimensions 1) fulfillment of need 2) function of discontinuation 3) model of consumer behavior that changes over time. Some scholars measure satisfaction through; security, speed, ease of use, convenience, usefulness, accessibility etc. However, the study concurred with the researches that confirm automated teller machines as a computerized telecommunication device that enables the financial transaction to be performed publicly by the customer. Thus, the study conclude that the findings of previous researches are inconsistent or mixed result, hence, none of the researches review literature within the context of customer satisfaction and automated teller machine services.

Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia

This study was examined effects of automated teller machine (ATM) service quality on client satisfaction within the Commercial Bank of Ethiopia (CBE). During this study, the convenience sampling technique was employed. The study used primary and secondary data sources. Both quantitative and qualitative data types were collected. Data were analyzed by using five-point Likert scale and Econometric methods. Multinomial and ordered logit model was used to analyze the effect of service quality of ATM service on client satisfaction. The mean Likert scale result indicated that the respondents' attitude towards tangibles, reliability, responsiveness, assurance and empathy fall on 2.77, 2.98, 2.58, 3.02 & 3.23, respectively. The econometric result confirmed positive relationship between tangibles, reliability, responsiveness, empathy and assurance, and client satisfaction. Based on the finding of this study providing reliable network, educating customers on ATM usage, improving the security of ATM usage, increasing the number of ATMs, and increasing the amount of money withdrawn was recommended.

Financial Innovations and Performance of Commercial Banks in Kenya

Commercial banks in Kenya have embraced alternative banking channels which represent a shift in delivery of banking and financial services since the alternative banking have become synonymous with commercial banks in Kenya. While banks have succeeded in leveraging available technology and provide alternative avenues to customers for banking services, the challenge it faces today is optimizing the usage of these channels so as to improve on their performance. The general objective of this study was to investigate the effects of financial innovations on the performance of commercial banks in Kenya. The specific objectives of the study were to examine the influence of internet banking, mobile banking, agency banking and ATM banking on the performance of commercial banks in Kenya. The study was guided by agency theory, balanced score card and diffusion of innovation theory. This study employed a descriptive research design. The study targeted44 commercial banks in Kenya as at 2017. The 16 banks which embrace all the four financial innovations from 2013 to 2017were selected using purposive sampling method. The sample size was 80 respondents who comprised of 5 senior management employees in each of the selected banks.This study used questionnaire to collect primary data from the respondents. Content analysis technique was used to analyze qualitative data collected from open ended questions in and reported in narrative form. Descriptive statistics such as mean and standard deviation were used to analyse the quantitative data. Multiple regression analysis was used to show the relationship between independent variables against dependent variable. The study revealed that internet banking, mobile banking, agency banking and ATM banking had a positive and significant effect on the performance of commercial banks. Thisstudy concludes that the banking industry has benefited tremendously from the development of the Internet. The Internet fundamentally changed the way in which banking networks are designed to meet the client demands and expectations. Mobile banking provides a good opportunity to commercial banks in Kenya to reach many mobile phone subscribers in Kenya who had remained unbanked and unreached due to limited access to bank branch networks in the country. The access to the large masses through mobile banking of the population gives banks the opportunity to grow by reaching the unbanked population. Agency banking has led to accessibility of financial service to many customer in remote areas and hence an increase in effectiveness and efficiency in service delivery. Customers are satisfied with the automated teller machine services because of ease of use, transaction cost and service security but not satisfy with automated teller machine dispense of cash. The study recommends that the public and businesses must be encouraged to use Internet banking in their daily activities, including deposits, payments and money transfers. Commercial banks in Kenya should ensure convenience and security of mobile banking through written guidelines on convenience and security of mobile banking. Commercial banks in Kenya should increase the number of agents in estates and in the rural areas. This can be done by reducing the requirements of becoming a bank agent. The banks should employ customized software that records relevant information on automated teller machine cards so that banks can establish whether unauthorized transaction has taken place or not.

 Electronic Banking: an Object of Fallacy or System of Functionality Samuel Affran Abstract — Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of s

Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of such is E-banking. These technological services are introduced by banks with the objective of providing customers with rapid services, with cost efficient. The situation tends to be different in this part of the world. Most of these services partially exist and if it fully does, it comes with unprecedented system failures. Based upon this premises this study is conducted exploratory to find out what really constitutes electronic banking from the Ghanaian perspective and also to ascertain their linkage with customer satisfaction. A total number of 200 questionnaires were administered. Cross-sectional survey was employed using questionnaire as the principal tool for the data collection. A 5-point Likert- scale ranging from 1 (strongly disagree) to 5(strongly agree) was used to measure the constructs. With the aid of SPSS version 23 the data was analyzed to establish the empirical linkage of the underlying constructs. The study among other things brought to the fore three (3) determinants (Automated Teller Machine, Mobile Phone Banking, Internet or Online banking) that define e-banking from the Ghanaian perspective proving that it is a system of functionality that is established for specific strategic purpose better still because of inefficient execution it was also proven to be an object of fallacy in the sense that having it does not necessary leads to customer satisfaction. The data analysis also shows that statistically between automated teller machine and customer satisfaction there is positively very weak relationship (R^2= .181, p< 0.126). Meaning holding all other variables constant, automated teller machine will cause 18.1% change in customer satisfaction. It is proven by the results that, automated teller machine not only weak in explaining the relationship but the impact is also not significant as the significant level is 0.126 which is above the standard significant value of 0.05. Meaning the automated teller machine if it is not administered efficiently and effectively will have the tendency to impact on customer’s satisfaction insignificantly. This presupposes that the automated teller machines in question were not administered efficiently and effectively. Thus this study has proven empirically that it is not a forgone conclusion that having an ATM services will automatically leads to customer satisfaction making the assertion a fallacy in Ghana thus disproving the study by Sultan and Komal (2009) claiming that having an automated teller machine services will automatically lead to customer satisfaction. The study revealed that relationship between mobile banking services and customer satisfaction is positively very weak (R^2= .170, p< 0.171). This simply means that mobile services rendered by banks to their customers were seriously criticized as woefully inadequate. Thus, holding all other variables constant, mobile banking services causes 17.0 % change in customer satisfaction. This result proves that a unit change in mobile banking service will induce 17.0% change in the rate of customer satisfaction. In other words when the level of mobile banking services is improved by 1% it will lead to 17.0% increase in customer satisfaction which is quite negligible. The significance level of this outcome in reference to the study results was 0.171 which is greater than the standard value of 0.05 indicating that the variance between mobile banking services and customer satisfaction was not significant. Internet banking services were quite effective and efficient thus having positive significant impact on customer satisfaction (R^2= .211, p< 0.003). But the relationship is equally weak explaining only 21.1% of customer satisfaction within the Ghanaian banking industry. The statistical understanding is that unilaterally internet banking service has the empirical tendencies to increase customer satisfaction by 21.1% if these services are improved just a percentage change. The practical connotation is that managers need to make automated teller machine more secured and very convenient spreading it across the length and breadth of the country. It should be in good function (twenty-four hours a day), accessible at all times (weekdays and weekends) and user-friendly as well. Again, managers should be proactive in sending message to customers whenever their system is malfunctioning in order to win customer trust. They should be ready to accept their mistakes and improve on customer complaint. They should avoid the rationalization of system failure which tend to put customers off serving as a catalyst for customer drifting. Again, internet connectivity should be reliable to boost mobile banking services. The banks should create more mobile apps for the various product categories. To sum up more resources should be allocated to online products since it is proven to be the only determinant significant in explaining customer satisfaction.

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.

Impact of Automated Teller Machine (ATM) Service Quality on Customer Satisfaction in the Nepalese Commercial Banks

The aim of this study was to understand the impact of ATM service quality on the customer satisfaction in Nepalese banking sector. This study has used the primary data of customer satisfaction survey (N = 60). The data was collected using a structured questionnaire designed to ascertain the satisfaction levels. Descriptive statistics analysis was used to explain the satisfaction level of respondents. Correlations and multiple linear regression analysis were used to test the hypothesis. The ATM services have positive impact on the customer satisfaction; if proper functioning is ensured by the banks, there will be significantly higher customer satisfaction. Availability of cash has highest impact on customer satisfaction. Next most influencing factor is location of ATM. The study has been carried out primarily in Dhangadhi, Kailali and hence cannot be generalized on all over Nepal. The banks can utilize the finding to improve the services of ATMs and can enhance the overall satisfaction of their customers. The paper has identified, availability of cash as the most influencing significant factor, which the banks may take care to enhance the customer satisfaction.

Electronic Banking Services and Net Profit in Kosovo: Using Simple Linear Regression and the Correlation Method

Abstract The main aim of this paper is to analyze the electronic banking services in Kosovo’s banking net profit during the period 2013 - 2017. The paper discusses the role that these services have played in the development of the banking industry, modernization of e-commerce, and economic growth. These services provide higher security, faster and easier access by reducing transaction costs, access to more distant markets, and access to many products and services. The main paper results have shown that E-banking services have the highest positive impact in banking net profit, while automated teller machine services have shown a slight positive impact. The highest positive correlation results have been seen in point-of-sale services, whereas automated teller machine services showed a negative correlation in banking net profit in Kosovo during the research period. The constant increase of demand for these services has enabled banks to increase their profits in the banking market of Kosovo. Therefore, the paper finds that commercial banks in Kosovo should increase their focus on the advancement and development of electronic banking services (particularly, E-Banking services which are very practical and can be easily used anywhere and anytime).