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CUSTOMERS’ EXPERIENCES WITH ATM: A COMPARATIVE ANALYSIS OF GCB AND BARCLAYS BANK ATM SERVICES
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This study investigated the experiences of Ghana Commercial Bank (GCB) and Barclays bank customers with Automatic Teller Machines (ATMs) in the Tamale Metropolis. Primary data were collected in 2011 from a randomly sampled 80 ATM users by means of a semi-structured questionnaire. The data were analysed using descriptive statistics and multiple regression analysis. The study revealed that, the main reasons why customers prefer ATM to other e-banking services include convenience, speed, security, reliability and cost effectiveness of ATM services. Machine running out of cash, link failure and long time in dispensing cash were found to be the most occurring ATM challenges. The findings showed that, in all cases, these challenges were perceived to occur more often with GCBATMs than in Barclays bank ATMs. The mean customer satisfaction level was found to be 61.8% and 69.4% respectively for GCB and Barclays bank ATM users. The study established a significant difference in the mean customer satisfaction between customers of GCB and Barclays bank. Eventually, the study found the critical ATM customer satisfaction parameters to be promptness of card issue, service quality of ATM personnel, quality of notes, machine performance, safety and security, cost effectiveness, and service quality of ATM personnel. Based on the beta values, the three most important determinants of satisfaction were found to be promptness of card issue, safety and security, and cost effectiveness. Management of these banks must take into account these factors in designing and implementing ATM based policy reforms.
KEYWORDS: Automatic Teller Machine (ATM), Tamale Metropolis, Customer Satisfaction, Challenges, Ghana.
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... These challenges drew massive cautions from researchers (Annin et al., 2014;Domeher et al., 2014) who foretold that if the present trend of customer dissatisfaction continues, banks will lose valuable clients to their competitors, especially to private and foreign banks. As an antidote, some of these studies (e.g., Abdul Mumin et al., 2012;Haruna, 2013;Domeher et al., 2014) suggested the need for adoption of modern banking technologies as a means to improve customer services. ...
... However, the use of nonparametric analysis such as Chi-square is not reliable as it only looks at the closeness of the linear relationship between defined variables, but rarely shows which variable cause changes in the other. In a study to investigate customers' experiences with ATM in GCB and Barclays banks, Haruna (2013) revealed promptness of card issue, safety and security, and cost-effectiveness as the most important determinants of satisfaction. However, the measure of satisfaction (discrete dependent variable) in an OLS framework remained unacceptable. ...
... As an improvement over (Odusina, 2014;Haruna, 2013;Okafor and Ezeani, 2012;Annin et al., 2014) employed a binary logistic regression to e-banking usage in Kumasi Metropolis and revealed that customer's operational bank, occupational status and monthly income are the significant socioeconomic variables that informed customer's decision to use e-banking. Domeher et al. (2014) replicated the use of the logistic regression to investigate the factors influencing the adoption of financial innovation in Ghana's banking industry. ...
The quest for maintenance of existing market share and survival had left no option for banks than to provide quality customer services. This has led to the introduction of information technology (IT) innovations by banks to offer and facilitate quality services. This study examined the factors influencing the adoption of banking innovation introduced by banks in Northern Ghana. A multi-stage sampling procedure is used to obtain 476 customers for the study. The Poisson and negative binomial models were employed to estimate the intensity of adoption of banking innovations. However, the Poisson model fits to the data better than the Negative Binomial model and the results revealed personal/household and attitudinal attributes as the significant factors influencing the intensity of adoption of banking innovations in Northern Ghana. Specifically, a number of visits made by a customer to a bank, relative advantage, trialability and compatibility constitute these attributes. On the contrary, our results do not find evidence for the significant influence of subjective norms and behavioural characteristics on adoption intensity. This thus highlights the importance of introducing innovations that are not only user-friendly, but beneficial in terms of cost especially when compared with other innovations.
... At the results found that bank customers are less optimistic to try new technologies. Issahaku (2013) investigated the experiences of Ghana Commercial Bank and Barclays Banks customers with ATM in Tamale Metropolis. Descriptive statistics and multiple regression analysis used for data analysis. ...
Modern technology has changed human life by making it faster and easier. Technology innovation emerged as source of competitive strength and can achieve success through new innovation. ATM plays vital role in banking industry by providing all necessary banking facilities in easy and handy way to their customers at their doorstep. As Kurdistan is growing economy, therefore to assess perception and expectation of ATM customers, 315 respondents from different places of Kurdistan region were taken into consideration. This study is based on personal approach and observation. Structured questionnaire administered after taking opinion and modification by banking personal, customer discussion and review of literatures. For the convenience of respondents Likert measurement scales was used. To identify most service quality dimensions in connection with overall customer satisfaction; reliability test, descriptive analysis, correlation and coefficient and regression analysis test and ANOVA tests are done through SPSS 25.0. At the end it is concluded that most of factors are positively, significantly correlated with overall customer satisfaction. Based on personal discussion with customers and bank officials’ and literature reviews, recommendations are mentioned at the end.
... The result of the paper also correspond with the findings of Joseph and Stone (2003) who reveals that security is view as a determining factor which influence bank customers' perception on ATM services. Moreover, Issahaku (2013) posits that security is an important factor influencing bank customers' satisfaction of ATM services. The concern of customers about security while using ATM services, is a major cause of their dissatisfaction (Madu & Madu, 2002). ...
Automated Teller Machine (ATM) was the first form of electronic banking introduced in Nigeria by Societe Generale Bank (SGBN) in 1990. Since then, the growth of ATM in the Nigerian banking sector rose from 83% to 89% in 2006 and 2007 respectively. It was also reported that Nigeria has over 30 million ATM card holders, who perform over 100 million operations monthly. Despite enjoying the advantages link with the introduction of ATM, customers are still battling with the issues associated with trust in the use of the system. Therefore, this article investigates the implication of security and privacy on the level of customers' trust in the use of ATM services. Questionnaire was used to collect data from 300 customers of Guaranty Trust Bank, Zenith Bank, First Bank, Eco Bank and Mainstreet Bank in Sokoto State, Nigeria. Correlation analysis results shows that security and privacy significantly affect customers' trust in the use of ATM services. The result was supported by the literature but, was not in line with the sociological perspective of the study. .
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 sub-Saharan 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.
Introduced in Ghana in 2008, the e-ZWICH is Africa’s first biometric electronic payment system. Though it was introduced four years ago to promote a cashless society, the level of awareness and patronage seem to be low and some have even predicted its failure in the near future. It is against this background that the study has been conducted to unravel the challenges and prospects associated with the e-ZWICH. The main task of this paper is to examine the challenges associated with the use of e-ZWICH in retail payments. Semi-structured questionnaires were administered to fifty (50) e-ZWICH card bearers and thirty (30) non e-ZWICH card bearers. The Kendall’s coefficient of concordance and the Kruskal Wallis test were employed to analyse data from respondents. The study revealed a number of challenges that are militating against the success of the e-ZWICH service. Among these are link failure, frequent breakdown of machines, slow process of service delivery, long queues and inaccessibility of the point of sale devices before and after banking hours. The findings show that despite these challenges, the prospects of the e-ZWICH payment system are great among both users and non-users. Based on the findings, it is recommended that sensitisation workshops should be organised by the Ghana Interbank Payment and Settlement System to encourage Ghanaian companies and individuals and in particular the rural folks to patronise the service.
Keywords: challenges, e-ZWICH, prospects, electronic payment system
Adopts a holistic approach that examines the combined effects of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Argues that such an approach helps uncover hitherto neglected effects on retention and, in the process, unveils more cost effective ways of retaining customers. Drawing on this framework develops several hypotheses regarding the main and interaction effects of customer satisfaction, trust and switching barriers on retention. Tests these hypotheses on data from a large-scale mail survey of fixed line telephone users in the UK, finding that both customer satisfaction and trust have strong positive effects on customer retention. Contrary to some assertions in the literature, however, finds that the effect of trust on retention is weaker than that of satisfaction. Nevertheless, the interaction between trust and satisfaction also has a significant effect on retention, indicating that building both customer satisfaction and trust is a superior strategy to a focus on satisfaction alone. Qualitative evidence from the survey offers further support for this finding. Even a “satisfying” service recovery process might be inadequate to prevent loss of trust, with significant implications for future consumer behaviour. Finally, the results show that switching barriers have both a significant positive effect on customer retention as well as a moderating effect on the relationship between satisfaction and retention. While service providers may be able to retain even dissatisfied customers who perceive high switching barriers, argues that ideally, firms should aim at a combined strategy that makes switching barriers act as a complement to satisfaction.
ABSTRACT
Banking in India has witnessed remarkable changes and development since the onset of the processes of liberisation, privatization, and globalization (LPG). The new electronic age has transformed the marketing of banking services. Customers nowadays demand new and differentiated financial products and services. In the essence, banks must search for new strategies of marketing their products and services. With pressure from dynamic and advancement of information technology, different electronic distribution channel have been adopted to meet the demands of customers. The objective of this paper is to examine the adoption of e-banking channels by Lucknow banking customers, the services provided through ATM channel, The data for the study was obtained from primary source with the use of well structured and pre-tested questionnaires, which were distributed among the lucknow banking customers The findings revealed that among the e-channels surveyed, ATM was the most adopted technology by the banks Further, it was revealed that non-complexity of ATM technology and convenient nature of ATM to many customers, were the major factors encouraging the bankers in advancing to e-banking arena . KEY WORDS: E-banking, Customer, Banking, Technology, E-channels Services
In Bangladesh, Banking industry is much more mature than past. It has excellent image of their activities. Now modern banking services have launched by some multinationals and new local private commercial banks. Automatic Teller Machine (ATM) is one of the most demanded and latest technologies. Marketing and changing trend of banking services is the very vital things in modern banking sector. Some banks are trying to adopt of this changes. Some are not giving effort totally, some are launching the new ideas in this sector, and some are really trying to adopt and innovate having something different. It is good to see that whole banking sector in Bangladesh is trying to follow the modern marketing concept in bank services. After launching the new innovative products like ATM, now the question is how the customer accepts the new product, which is fully associated with the technology.
Purpose – The 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/approach – A 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.
Findings – The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.
Practical implications – The 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/value – The 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.
Purpose
This study aims to construct a parsimonious instrument to measure social valuation in a collective setting using Uganda as an example.
Design/methodology/approach
A triangulation technique was used in this study. Conversations with students, parents, teaching and non‐teaching staff at Uganda Christian University (UCU) main campus were carried out, as well as a rigorous review of the literature to gather an original set of items on social valuation. Content and face validity were carried out in order to get rid of redundant and ambiguous items. The remaining items were incorporated in a questionnaire which was pretested before being distributed to a convenience sample of 650 third‐year business students on the four campuses of UCU, each located in one of the four regions of Uganda.
Findings
Principal axis factoring by promax rotation extracted six oblique factors accounting for 56 percent of the variance, namely, teaching of entrepreneurship in schools, family, knowledge, institutions, perception of education, and culture. Confirmatory factor analysis found the measurement model to have acceptable fit statistics.
Research limitations/implications
The study used a convenience sample of students from four campuses of one institution in the country.
Practical implications
Government and other stakeholders in the entrepreneurial sector should use the instrument developed in this study as a guide in a bid to enhance entrepreneurship .
Originality/value
Existing measures of social valuation were designed in the West and may not be wholly applicable in a developing country setting. The instrument designed in this study in a collective setting should be a great contribution to entrepreneurial research and development in developing economies.
The results are presented of an exploratory study
on customer motivations towards the use and non-use
of an automated teller machine with data
collected from a total of 208 customers of a
financial institution. An analysis of results based
on demographic variables reveals significant
differences between users and non-users in terms
of education only. Results also show that
convenient accessibility of a financial institution
and avoidance of waiting lines are the principal
reasons for using the automated teller.
Furthermore, in comparison with non-users, the
user group is more likely to believe the automated
teller improves service quality, reduces the
financial institution's operating costs, presents no
personal or financial risks, and is simple to use.
The non-user group for its part prefers dealing
with human tellers, finds the machine complex
to use, and associates personal and financial risks
with the use of the automated teller.
Most retail banking research has explored ATM usage entirely from the
viewpoint of consumers' demographics. Examines ATM usage patterns on
the basis of consumers' perceptions of the attributes of this
innovation. Seeks to determine the association between consumer ATM
usage patterns and their perceptions of ATM attributes by identifying
those variables which distinguish users and non-users. The results based
on a survey of 630 retail banking consumers from two separate Australian
banking institutions – a bank and a credit union – suggest that ATM users
from both institutions differed quite significantly from non-users in
their perceptions of at least three ATM attributes; convenience,
reliability, and suitability. Furthermore, the results indicate that
most users perceive ATMs as mere cash dispensers. Successful marketing
strategies must focus on the most important attributes of ATMs as well
as identify different user groups and develop strategies to maximize
their patronage.
Makes the general proposition that the measurement of consumer
prolonged satisfaction can be a central element of evaluation and
control of strategic marketing input. Based on empirical findings
related to automated teller machines (ATMs) showing a different type of
consumer process leading to the formation of expectations, introduces
the hypothesized model of a newly described consumer behaviour measure
(prolonged satisfaction) which is determined and refined by
incorporating consumer expectations and product/service usage rate as
predictor variables to the measurement of consumer satisfaction over
time.