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.
Al-Hawari, M. and Ward, T. (2006). The impact of automated service quality on financial performance and the mediating role of customer retention. Journal of Financial Service Marketing. 10(3), pp. 228-43.
Anderson, E.W. and Fornell, C. (1994). A customer satisfaction research prospectus. Services marketing: new directions in theory and practice. Thousand Oaks, CA: Sage Publications, pp. 241–68.
Asubonteng, P., Mc Cleary, K.J. and Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Service Marketing 10(6): 62– 81.
Athanassopoulos, A. (2000). Customer satisfaction cues to support market segmentation and explain switching behaviour. Journal of Business Research. 47(3), pp.191-207.
Bloemer, J.M.M. and Kasper, H.D.P. (1994). The Impact of satisfaction on brand loyalty: Urging on classifying satisfaction and brand loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 7, 152-160.
Churchill, G.A. and Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, Vol. 19, pp. 491-504.
Cronin, J.J. and Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, July, pp. 55-68.
Davies, F., Moutinho, L. and Curry, B. (1996). ATM users attitudes: A neural network analysis. Marketing intelligence & Planning, 14(2), 26-32.
Day, R.L. (1984). Modeling choices among alternative responses to dissatisfaction. In Advances in Consumer Research 11th Ed. William D. Perreault. Atlanta, GA: Association for Consumer Research, pp. 496-499.
Fick, G.R. and Ritchie, J.R.B. (1991), Measuring service quality in the travel and tourism industry. Journal of Travel Research, Vol. 30 No. 2, pp. 2-9.
Fishbein, M. and Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Addison-Wesley, Reading, Massachusetts.
Fisher, A. (2001). Winning the battle for customers. Journal of Financial Services Marketing, 6(2), 77-83.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56 (January): pp. 6-21.
Halstead, D., David H., and Sandra L.S. (1994). Multisource effects on the satisfaction formation process. Journal of the Academy of Marketing Science, 22 (Spring): 114-129.
Howcroft, J.B. (1991). Customer satisfaction in retail banking. Service Industry Journal, January, pp. 11-17.
Johnston, R. (1995). The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service. International Journal of Service Industry Management, 6(2), pp. 46-61.
Jones, T.O. and Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, November-December, 88-99.
Joseph, M. and Stone, G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), pp. 190-202.
Lewis, R.C. and Booms, B.H. (1983). The marketing aspects of service quality. Emerging perspectives in service marketing, In Berry, L.L., Shostack, G. and Upah, G. (Eds) American Marketing Association. Chicago, IL pp. 99-107.
Lewis, B.R. and Mitchell, V.M. (1990), Defining and measuring the quality of customer service. Marketing Intelligence and Planning, Vol. 8, No.6, pp.11-17.
Lovelock, C.H. (2000). Functional integration in service: understanding the links between marketing, operations, and human resources. In Swartz, T.A. and Iacobucci, D.
Mano, H. and Oliver, R.L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20: 451-466.
Moutinho, L. (1992). Customer satisfaction measurements: prolonged satisfaction with ATMs. International Journal of Bank Marketing, 10 (7), 30-37.
Moutinho, L. and Brownlie, D.T. (1989). Customer satisfaction with bank services: a multidimensional space analysis. International Journal of Bank Marketing, 7(5), pp. 23-27.
Newman, K. (2001). Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), pp. 126-139.
Nunnally, J.C. and Bernstein, I.H. (1994). Psychometric Theory, 3rd ed., McGraw-Hill, New York, NY.
Oliver, R.L. (1980), A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, Vol. 17, November, pp. 460-469.
Oliver, R.L. (1997) Satisfaction: a behavioral perspective on the consumer. New York, NY: McGraw-Hill.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, Spring, pp. 12-40.
Patr?´cio, L., Fisk, R.P. and Cunha, J.F. (2003). Improving satisfaction with bank service offerings. Managing Service Quality, 13 (6), 471-482.
Portela, M. and Thanassoulis, E. (2005). Profitability of a sample of Portuguese bank branches and its decomposition into technical and allocative components. European Journal of Operational Research. 162(3), pp. 850-866.
Sachdev, S. B. and Verma, H.V. (2004). Relative importance of service quality dimensions: A multisectoral study. Journal of Services Research, Vol. 4(1).
Stanton, W.J., Etzel, M.J. and Walker, B.J. (1991). Fundamentals of Marketing, (9th Edition). McGraw Hill Inc.
Swan, J.E. and Combs, L.J. (1976). Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40, April, pp. 25-33.
Westbrook, R.A. (1980). Intrapersonal affective influences upon consumer satisfaction. Journal of Consumer Research. 7 (June), pp. 49-54.
Yavas, U., Benkenstein, M. and Stuhldreier, U. (2004). Relationship between service quality and behavioural outcomes: A study of private bank customers in Germany. The International Journal of Bank Marketing, 22(2/3), 144-157.
Mwatsika, C. (2016). Factors Influencing Customer Satisfaction with ATM Banking. International Journal of Academic Research in Business and Social Sciences, 6(2), 26-39.
Copyright: © 2016 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
