Factors Influencing Customer Satisfaction with ATM Banking
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2016, Vol 6, Issue 2
Abstract
All banks in Malawi deploy Automated teller machines (ATMs) making ATM banking the second most popular access channel to banking products/services. Therefore, to continue achieving competitive advantage through ATM banking, bank managers need to know the key features of ATM banking whose performance greatly influence customers’ satisfaction. 353 ATM card users rated the performance of ATM banking in 25 service quality attributes and further rated their perceived satisfaction with ATM banking. The regression analyses of the performance of the 25 ATM banking attributes and customers’ satisfaction first reveal that the 25 attributes adopted from empirical studies provide a perfect model for predicting customer satisfaction. Secondly, reliability and responsiveness are the key service quality dimensions of ATM banking and thirdly, the analyses revealed 12 key attributes that influence customers’ satisfaction with ATM banking and these are: ATM fees charged, ATMs not out of order, cleanliness of ATMs and ATM stations, accuracy of ATM transactions, ease of access to ATMs, readable slips, convenient location, employee accessibility to solve ATM problems, privacy at ATM stations, employee speed in solving ATM issues, ease of application process for ATM cards and cash availability in ATMs.
Authors and Affiliations
Charles Mwatsika
Keywords
Related Articles
- EP ID EP183887
- DOI 10.6007/IJARBSS/v6-i2/2002
- Views 108
- Downloads 0
The Role of Environmental Knowledge and Mediating Effect of Pro-Environmental Attitude towards Food Waste Reduction
In the contemporary world towards sustainability, it is indubitable that food security has alarmed a huge concern among many countries. Besides that, one of the great challenges towards food security is food waste. Like...
The Effect of Selected Macroeconomic Variables and Globalization Factors on Return on Stock Market for Selected Sectors in Malaysia
This study is intended to build up and form a model estimation for view factors selected macroeconomic and stock market returns of globlisasi for selected sectors in Malaysia. Selected macroeconomic variables was the exc...
Does Government Support Increase the Involvement of Orang Asli Entrepreneurs in Malaysia Mainstream Businesses?
Toward building the entrepreneurship capacity, enhance economic performance and reduce inequalities among the indigenous group, many governments has often provided various resources for them. The government initiatives t...
A Review of Teacher Coaching and Mentoring Approach
This paper presents a review of teacher coaching and mentoring approach in terms of its development in the educational realm, underpinning concepts and implementation for teachers’ Continuous Professional Development (CP...
Constructing Validity and Reliability of Suicide Tendency Inventory
This study is conducted to construct, develop and determine the validity and reliability of the Suicide Tendency Inventory which consist of five subscale namely; a) Subscale 1: Interpersonal, b) Subscale 2: Hope, c) Subs...