International Journal of Business and Economics Research

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Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Received: 20 January 2016    Accepted: 30 January 2016    Published: 19 February 2016
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Abstract

Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.

DOI 10.11648/j.ijber.20160501.11
Published in International Journal of Business and Economics Research (Volume 5, Issue 1, February 2016)
Page(s) 1-9
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This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Bank Performance, Auto Teller Machines, Customer Satisfaction

References
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  • Management Studies Department, University of Malawi, Blantyre, Malawi

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    Charles Mwatsika. (2016). Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi. International Journal of Business and Economics Research, 5(1), 1-9. https://doi.org/10.11648/j.ijber.20160501.11

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    Charles Mwatsika. Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi. Int. J. Bus. Econ. Res. 2016, 5(1), 1-9. doi: 10.11648/j.ijber.20160501.11

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    AMA Style

    Charles Mwatsika. Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi. Int J Bus Econ Res. 2016;5(1):1-9. doi: 10.11648/j.ijber.20160501.11

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  • @article{10.11648/j.ijber.20160501.11,
      author = {Charles Mwatsika},
      title = {Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi},
      journal = {International Journal of Business and Economics Research},
      volume = {5},
      number = {1},
      pages = {1-9},
      doi = {10.11648/j.ijber.20160501.11},
      url = {https://doi.org/10.11648/j.ijber.20160501.11},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ijber.20160501.11},
      abstract = {Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.},
     year = {2016}
    }
    

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    T1  - Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi
    AU  - Charles Mwatsika
    Y1  - 2016/02/19
    PY  - 2016
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    T2  - International Journal of Business and Economics Research
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    JO  - International Journal of Business and Economics Research
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    PB  - Science Publishing Group
    SN  - 2328-756X
    UR  - https://doi.org/10.11648/j.ijber.20160501.11
    AB  - Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.
    VL  - 5
    IS  - 1
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