Abstracts Education

FACTORS INFLUENCING ATTITUDE OF BANK CUSTOMERS TOWARDS THE USE OF AUTOMATED TELLER MACHINE - A CASE OF ACCESS BANK GHANA.

by Hawa; Stephens, Cromwell Richard; Emmanuel, Saasi Sugri Razak

The study explores the factors influencing the use of ATM services of Access Bank Ghana Limited due to few studies which have been done on the study. The main objective of the study is to determine the factors that influence the attitude of bank customers towards the use of ATM. This was done by determining whether demographic factor contributes to the use of ATM services, examining whether customers’ knowledge about ATM services is a factor that influences their use and also identify challenges that customers face while using the ATM services. The population of the study consisted of all customers of Access Bank in Ghana. The study used tables, percentages and regression analysis. Quantitative research design was used. Questionnaires were the main instrument used for the data collection and it was gathered from 100 respondents using simple random sampling method for the purpose of the study. Primary data source were used for the study. Data were processed and analyzed using Microsoft Excel and Statistical Package for Social Sciences (SPSS version 20). The study revealed that three demographic variables such as education, occupation and level of income of customers significantly affected the use of ATMs at Access Bank Ghana. The study indicated that, the majority of the customers of Access Bank had more knowledge about the usage of ATM machines for services such as withdraw cash, request for mini-statement and check available balance while there is limited knowledge on services such as deposit money and E-zwich cards. The major challenges faced by customers when using the ATM were shortage of cash in ATM, inability to withdraw larger amounts, ATM malfunction due to internet connectivity among others. The study however recommended that ATM be sufficiently stocked with cash, increasing the maximum cash that can be withdrawn per day and replacing existing ATMs with modern and durable once among others.