Abstract
M.Com. (Business Management)
Automated teller machines (ATMs) have become the most used electronic banking channel around the world. Customers’ experience with ATMs has forced banks to come up with effective strategies to satisfy their customers. The service quality and customer satisfaction have become a focal point of the banks due to benefits such as increased profit, competitive advantage, market share, customer retention and word of mouth.
This study aims to investigate a link in the quality of ATM service experience influencing customer satisfaction. Bank management should be able to identify and know all factors of customer experience with ATMs in order to have sustainable financial growth. This study provides valuable information to banks to improve the quality of ATM service, bank management need to understand the importance of providing quality services with regards to ATMs.
This study adopted a quantitative technique using survey research strategy. Self-administered questionnaires were conveniently distributed to ATM users of ABSA, FNB, Standard Bank, Nedbank and Capitec in Johannesburg using non-probability sampling. A total of 168 questionnaires were collected and considered useful. The Statistical Package for Social Science program (SPSS) version 24 was used to analyse the data, the following statistical techniques were employed; mean, standard deviation, correlation analysis, exploratory factor analysis (EFA) and multiple regression analysis.
EFA constructed 6 factors (Ease of use, Reliability, Convenience, TangiblesCL, Responsiveness and TangiblesLI). The findings from correlation analysis revealed a positive correlation between all ATM service quality dimensions and satisfaction. However, after conducting regression analysis, reliability and tangiblesLI were found to have a positive and significant influence on customer satisfaction with ATMs. It is therefore suggested that banks effectively implement strategies which will enhance quality of service at ATMs. This include ensuring that ATMs: always have cash; are in working condition; issue quality notes; provide accurate information; are safe to use; are serviced by reliable employees; are visually appealing with regards to design, and portray good brand image.