Commerce and Management

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Subject: search.filters.subject.Automated Teller Machines (ATM)

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    Customer Intention towards IT Driven Banking Services in Sri Lanka: Special Reference to Western Province
    (Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Pathirana, K.D.P.R.; Yatigammana, M.R.K.N.
    Using Information technology driven banking services (ITDBS) such as automated teller machines (ATM), mobile banking, internet payment gateway, online banking and telephone banking customers are benefited by attend to their banking transactions all day every day at a lowest cost where as banks are benefited by time saving, cost saving and saving human effort. All most all of the Sri Lankan commercial banks are trying to introduce more ITDBS by investing huge amount of money in order to improve their operations thereby achieve competitive advantage. This investigation examines the user acceptance of ITDBS and factors influencing the customer intention to use information technology driven banking services (ITDBS) in Sri Lankan western province customers. This study targeted at theory building and developing a framework highlighting on quantitative research including document revision with banking customers to inspect the reasons influencing customer intention to use ITDBS. TAM, TRA and TPB models are used to give better conceptualization for the Customer acceptance issues. By understanding the factors that can affect customer intention to use ITDBS will assistance the banking industry to construct their marketing strategies to support new form of IT driven banking solutions in the forthcoming.
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    The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka
    (Sabaragamuwa University of Si Lanka, 2016) Weerasiri, R.A.S.; Koththagoda, K.C.
    The aim of this paper is to understand the impact of the ATM service quality towards the customer satisfaction in Sri Lankan state banking sector. This research bridges the gap that exists in the current body of knowledge by investigating the ATM service qualities and their impact on customer satisfaction. It also examines the impact of demographic factors for the relationship between the ATM service quality and the customer satisfaction. Given these gaps in the literature, the research problem in this research is: the factors which influence on customer satisfaction in relation to the ATM service. To investigate the research problem, a pilot study.involving 30 state bank customers was used to check the initial reliability and validity of the constructs in the questionnaire. The fpctor analysis was employed to refine the measurement items and test the reliability and validity. The study has used the primary data of customer satisfaction survey (N:385). The data were collected using a structured questionnaire designed to ascertain the satisfaction levels. Regression, ANOVA and T-test were used to identifu the significant factors and frequency analysis was used to analyze the customer satisfaction. The ATM service qualities have a positive impact on the customer satisfaction and the demographic factors like age and educational qualification show a moderate the relationship between the ATM service quality and the customer satisfaction. This paper identified the significant factors which the banks may take care to enhance the customer satisfaction.