Exploring the use of automated teller machine (ATM) services of Agricultural Development Bank (ADB), Kasoa Branch

Abstract

The Automated teller machine (ATM) is one of the technological advances that brought about changes in the way banks provide service to their customers. The ATM was introduced with the view to automate the operations of the banks and thus reduce the need for bank tellers and in long run reduce costs. One of the aims of banks in bringing the ATM was to reduce congestion in the banks and improve service delivery to the customer. Against this background, the study sought to determine the reasons underlining the low patronage of ATM services. The study adopted the descriptive approach whilst stratified sampling method to break the sample unit according to their level of education. The results of the study show that there is a high perception that the ATM is associated with technical problems such as frequent network failures and frequent breakdowns. Again, customers and the bank have benefitted in terms of improved service and increase in revenue. However, there are areas that need improvement like prompt resolution of ATM queries and faults as well as frequent network failures. Finally, the study recommends on how to alleviate the challenges such as the introduction of more ATMs and reduced ATM down time.