Customers' attitude towards Automated Teller Machines (ATM) in banks operating in Libya A study on banks operating in the eastern region
Abstract
Technology today plays an important role in the banking services market, and Automated Teller Machines ATM is one of the technological innovations that contributed to the spread and reduction of banking services costs. The ATM performs many deposit and withdrawal services and other banking services. Although automated teller machines ATM had a role in reducing the costs of banking transactions, increasing the efficiency of banking work by relieving work pressure on employees in the banking sector, and increasing the speed of completion of transactions. However, there are many customers in Libya who see that the services provided by these devices are not at the required level, and that there are many problems they face while dealing with them, such as the large number of malfunctions, the lack of a sufficient number of them, and the long wait to reach the machine. Thus, this study aims to identify the attitude of customers towards the services provided by ATM devices, and the factors that affect the attitude of customers towards these machines. The study relied on the quantitative method, and the study relied on the questionnaire tool to collect data from clients, where 126 questionnaires were analyzed using the SPSS 23 program on the target sample. The study found that customers of Libyan banks have a somewhat positive attitude towards the use of ATMs, and there are no statistically significant differences in the attitudes of customers towards using ATMs based on their demographic characteristics (gender, age, educational level, occupation, income). The study recommends the need to pay attention to the deployment of automated teller machines, especially that there is a good awareness of ease of use, as this has an impact on solving the liquidity problem experienced by Libyan banks.
Full text article
References
Asiegbu Ikechukwu، Powei Daubry، Iruka Chijindu. (2012). Consumer Attitude: Some Reflections on Its Concept, Trilogy, Relationship with Consumer Behavior, and Marketing Implications. European Journal of Business and Management، 13، الصفحات 38-50.
Ayimey, E. K., Awunyo-Vitor, D., & Somuah, R. O. (2012). Are Customers Satisfied with Automated Teller Machines Services in Ghana?: A Study of A Universal Bank. Journal of Asian Business Strategy, 12, pp. 262-271.
C A Jegede. (2014). Effects of Automated Teller Machine on the Performance of Nigerian Banks. 2(1)، الصفحات 40-46.
D Coon. (1994). Essentials of Psychology Explorationand Application. New York: West Publishing Company.
Farhat Syyeda. (2016). Understanding Attitudes Towards Mathematics (ATM) using a Multi-modal Model: An Exploratory Case Study with Secondary School Children in England. Cambridge Open-Review Educational Research e-Journal، الصفحات 32-62.
Kausar Fiaz Khawaja، و Irfan Manarvi. (2009). Evaluating Customer Perceptions towards ATM services in Financial Institutions; A Case study of Pakistani Banks. 9، الصفحات 1452-1457.
M G Cabas. (2001). A History of the Future of Banking: Predictions and Outcomes.
Odusine Olumide. (2014). AUTOMATED TELLER MACHINE USAGE AND CUSTOMERS’ SATISFACTION IN NIGERIA. Elite Research Journal of Accounting and Business Management، 3، الصفحات 43-47.
Prakash Shrestha. (2019). Banking Customer Attitudes toward ATM Service in Nepal. International Journal of Advances in Scientific Research and Engineering، 12، الصفحات 88-93.
Winfred Larkotey، Ed. Danso Ansong، Dominic Damoah، و Ebenezer Laryea. (2012). Attitudes of Customers toward the use of ATMs in Sub Saharan Africa: A Case Study of Ghana. International Research Journal of ComputerScience Engineering and Application، 3، الصفحات 150-158.
Wole Olatokun، و Louisa Igbinedion. (2009). The Adoption of Automatic Teller Machines in Nigeria: An Application of the Theory of Diffusion of Innovation. Issues in Informing Science and Information Technology، الصفحات 373-392.
البنك الدولي. (3 مارس, 2022). البنك الدولي. تاريخ الاسترداد 3 3, 2022، من مجموعة البنك الدولي: https://data.albankaldawli.org/indicator/FB.ATM.TOTL.P5?locations=LY
أمجد إبراهيم محمد . (2013). اتجاهات العملاء نحو استخدام الصراف الآلي بالتطبيق على عملاء بنك فيصل الإسلامي السوداني بمدينة أم درمان 2011. مجلة الجامعة الإسلامية للدراسات الاقتصادية والإدارية، 21(1)، 223-261.
أوما سيكاران. (2006). طرق البحث في الإدارة مدخل لبناء المهارات البحثية. (إسماعيل بسيوني ، المترجمون) الرياض: دار المريخ للنشر.
عطية أبوخريص ، و عبدالسلام الاخضر . (2013). تحليل اتجاهات العملاء نحو تبني خدمة الصراف الألي بالمصارف التجارية الليبية (دراسة ميدانية عن عملاء المصارف التجارية العاملة بمدينة طرابلس). مجلة العلوم الاقتصادية والسياسية(العدد الأول )، 173-202.
محمد منصور أبوجليل . (2013). سلوك المستهلك واتخاذ القرارات الشرائية (مدخل متكامل). عمان: دار الحامد للنشر والتوزيع.
محمد بلال الزعبي، و عباس الطلافحة. (2012). النظام الاحصائي SPSS فهم وتحليل البيانات الاحصائية (المجلد الثالثة). عمان: دار وائل للنشر.
وليد بشيشي، سليم مجلخ، و خالد علي . (يوليو, 2021). أثر تكنولوجیا إدارة المعرفة على أبعاد إدارة الجودة الشاملة في الجامعة الجزائریة الثقافة التنظیمیة كمتغیر وسیط. مجلة إدارة الأعمال والدراسات الاقتصادية، 1(1)، الصفحات 590-607.
Authors
Copyright (c) 2024 Journal of Pure & Applied Sciences
This work is licensed under a Creative Commons Attribution 4.0 International License.
In a brief statement, the rights relate to the publication and distribution of research published in the journal of the University of Sebha where authors who have published their articles in the journal of the university of Sebha should how they can use or distribute their articles. They reserve all their rights to the published works, such as (but not limited to) the following rights:
- Copyright and other property rights related to the article, such as patent rights.
- Research published in the journal of the University of Sebha and used in its future works, including lectures and books, the right to reproduce articles for their own purposes, and the right to self-archive their articles.
- The right to enter a separate article, or for a non-exclusive distribution of their article with an acknowledgment of its initial publication in the journal of Sebha University.
Privacy Statement The names and e-mail addresses entered on the Sabha University Journal site will be used for the aforementioned purposes only and for which they were used.