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Article
Publication date: 1 March 1994

Robert Rugimbana and Philip Iversen

Most retail banking research has explored ATM usage entirely from theviewpoint of consumers′ demographics. Examines ATM usage patterns onthe basis of consumers 

Abstract

Most retail banking research has explored ATM usage entirely from the viewpoint of consumers′ demographics. Examines ATM usage patterns on the basis of consumers′ perceptions of the attributes of this innovation. Seeks to determine the association between consumer ATM usage patterns and their perceptions of ATM attributes by identifying those variables which distinguish users and non‐users. The results based on a survey of 630 retail banking consumers from two separate Australian banking institutions – a bank and a credit union – suggest that ATM users from both institutions differed quite significantly from non‐users in their perceptions of at least three ATM attributes; convenience, reliability, and suitability. Furthermore, the results indicate that most users perceive ATMs as mere cash dispensers. Successful marketing strategies must focus on the most important attributes of ATMs as well as identify different user groups and develop strategies to maximize their patronage.

Details

International Journal of Bank Marketing, vol. 12 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 8 July 2021

Michele Cedolin and Mujde Erol Genevois

The research objective is to increase the computational efficiency of the automated teller machine (ATM) cash demand forecasting problem. It proposes a practical…

Abstract

Purpose

The research objective is to increase the computational efficiency of the automated teller machine (ATM) cash demand forecasting problem. It proposes a practical decision-making process that uses aggregated time series of a bank's ATM network. The purpose is to decrease ATM numbers that will be forecasted by individual models, by finding the machines’ cluster where the forecasting results of the aggregated series are appropriate to use.

Design/methodology/approach

A comparative statistical forecasting approach is proposed in order to reduce the calculation complexity of an ATM network by using the NN5 competition data set. Integrated autoregressive moving average (ARIMA) and its seasonal version SARIMA are fitted to each time series. Then, averaged time series are introduced to simplify the forecasting process carried out for each ATM. The ATMs that are forecastable with the averaged series are identified by calculating the forecasting accuracy change in each machine.

Findings

The proposed approach is evaluated by different error metrics and is compared to the literature findings. The results show that the ATMs that have tolerable accuracy loss may be considered as a cluster and can be forecasted with a single model based on the aggregated series.

Research limitations/implications

The research is based on the public data set. Financial institutions do not prefer to share their ATM transactions data, therefore accessible data are limited.

Practical implications

The proposed practical approach will be beneficial for financial institutions to use, that hold an excessive number of ATMs because it reduces the computational time and resources allocated for the forecasting process.

Originality/value

This study offers an effective simplified methodology to the challenging cash demand forecasting process by introducing an aggregated time series approach.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

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Book part
Publication date: 19 March 2018

Fadi Hassan Shihadeh, Azzam (M. T.) Hannon, Jian Guan, Ihtisham ul Haq and Xiuhua Wang

This study investigates the relationship between financial inclusion (FI) and banks’ performance in the economy of Jordan using annual data of 13 commercial banks from…

Abstract

This study investigates the relationship between financial inclusion (FI) and banks’ performance in the economy of Jordan using annual data of 13 commercial banks from 2009 to 2014. Performance is measured by gross income and return on assets (ROA) of these banks. To ensure the robustness of our results, we used six different measures of FI. These include credits for small and medium enterprises (SMEs), deposits for SMEs, number of ATMs, number of ATM services, number of credit cards, and new services. We found a significant impact of FI on ‘ performance when measured by gross income, and ROA, although our study displays different results when considering the effect of FI variables separately. Thus, FI contributes to enhance the banks’ performance. Therefore, the banks should devote more resources to increase FI as it benefits their profitability.

Details

Global Tensions in Financial Markets
Type: Book
ISBN: 978-1-78714-839-0

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Book part
Publication date: 12 September 2017

Gisle Solvoll and Terje A. Mathisen

It is demonstrated how an analysis of airports’ cost structures and the calculation of long-run marginal costs (MCs) of serving passengers and airplanes can be used as a…

Abstract

It is demonstrated how an analysis of airports’ cost structures and the calculation of long-run marginal costs (MCs) of serving passengers and airplanes can be used as a basis for setting airport charges according to the principles of welfare economics. Based on Norwegian data, the MC for an extra passenger (PAX) and extra air traffic movement (ATM) are used to set airport charges under the assumption that the charges should be equal for all airports in the country. When adjusting the estimates to meet revenue restrictions and comparing the estimates to current charges, we observe that PAX should be charged more and ATM less. This finding is in line with recommendations from the International Air Transport Association (IATA). When allowing charges to vary between airports, we demonstrate how a Ramsey pricing approach can be applied to set differentiated PAX and ATM charges, considering both the supply side (the competitive conditions between the airlines operating at the airports) and the demand side (the passengers’ price elasticity of demand).

Details

The Economics of Airport Operations
Type: Book
ISBN: 978-1-78714-497-2

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Article
Publication date: 1 June 1995

Robert Rugimbana

In this study of usage of a retail banking service innovation,users and non‐users of automated teller machines (ATMs) are profiled interms of demographic and perceptual…

Abstract

In this study of usage of a retail banking service innovation, users and non‐users of automated teller machines (ATMs) are profiled in terms of demographic and perceptual variables. The main purpose of the study was to discriminate users from non‐users, using the demographic variables of respondents and their perceptions of ATM attributes in order to assess the relative importance of these predictor variables. The study which is based on a survey of 430 retail banking consumers, found that perceptual variables were far more successful as predictors of ATM service usage than respondent demographic variables.

Details

International Journal of Bank Marketing, vol. 13 no. 4
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 17 July 2019

Krisna Damayanti and Lydia Setyawardani

This study aims to determine the factors that encourage Indonesian banks to collaborate in the banking networks ATM Prima and ATM Bersama to achieve business efficiencies.

Abstract

Purpose

This study aims to determine the factors that encourage Indonesian banks to collaborate in the banking networks ATM Prima and ATM Bersama to achieve business efficiencies.

Design/methodology/approach

A combination of methods is used to collect both qualitative and quantitative data. Factor analysis and different testing technics are used. The data were obtained through interviews with managers of the banks involved in the two banking networks included in this study.

Findings

This research addresses ATM banking from three perspectives: banks that collaborate in ATM networks, banks that are joint ATM providers and banking customers that use ATMs. The results show that the banks in the study are more concerned about cost-effectiveness and cost-efficiencies in both the operational and investment aspects of supporting their ATM infrastructures. ATM providers place more importance on creating the most user-friendly, stable, wide-ranging and continuous system of services by collaborating with other banks in networks that provide ATM services. Customers put more importance on paying the minimum possible administration fees and the availability of specific banking services across a wide area.

Research limitations/implications

This research took place over a period of only one year. This limited the depth of the data collected. A longer study using data that cover more than one fiscal year would have generated more detailed information.

Practical implications

This study places importance on maximizing cost-efficiencies to keep bank fees low for customers. There are significant investment and operational costs associated with setting up and operating ATMs and of adding and managing additional ATMs. This is particularly so in an era when their use is on the decline owing to the increasing use of electronic banking.

Social implications

The social implications of ATM banking refer to the reduced administration fees customers pay as banks incur cost savings from collaborating on infrastructure and services. The availability of ATMs from specific banks could be replaced by one joint ATM machine that is situated in a specific area where electronic banking is not available. Banks’ customers tend to move to other banking services, and this means banks could lose a lot of their existing customers unless they can come up with unique services that are both accessible and user-friendly.

Originality/value

The originality of this research is that it recommends that some strategies Indonesian banks could use to become more efficient and effective, including forming ATM alliances to maximize efficiency and to achieve a competitive advantage.

Details

Qualitative Research in Financial Markets, vol. 11 no. 3
Type: Research Article
ISSN: 1755-4179

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Article
Publication date: 6 September 2011

Lakshmi Kumar, D. Malathy and L.S. Ganesh

The purpose of this paper is to understand technology diffusion in the banking sector in India by analyzing ATM (automatic teller machine) technology and its replacement…

Abstract

Purpose

The purpose of this paper is to understand technology diffusion in the banking sector in India by analyzing ATM (automatic teller machine) technology and its replacement of the teller (labor). ATMs are fast emerging as an important IT investment for a bank in India. Hence, in this paper the authors use the ATM as a proxy for capital and the teller as a proxy for labor.

Design/methodology/approach

The debate on the “IT paradox” is the motivation for this paper. The constant elasticity of substitution (CES) model is used, as the degree of substitution can be estimated. The degree of substitutability of one form of input for another namely, ATM (capital) for teller (labor), is discussed by developing an appropriate model to understand the same.

Findings

The rapid diffusion of the ATM was clearly large from 1998, nine years after it was first adopted. This was also a time when the number of tellers was falling and the wage bill for tellers increasing. The CES production function model used in this paper is clearly a good predictor of the data compared with the other cases. The estimate shows that the degree of substitutability of the teller by the ATM is high. However, the ATM is not a perfect substitute. By running counterfactual experiments, it can be concluded that both a fall in the price of ATMs and an increase in the wage bill for tellers contributed to the diffusion of the ATM.

Practical implications

The excess labor in public sector banks needs to be redeployed rapidly, or staff need to be trained in other functions as do private banks, so that they do not become redundant as technology diffuses.

Originality/value

The paper is original in its data, its model building and testing in the banking sector.

Details

Journal of Economic Studies, vol. 38 no. 4
Type: Research Article
ISSN: 0144-3585

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Article
Publication date: 3 October 2016

Oludayo Tade and Oluwatosin Adeniyi

This paper aims to investigate automated teller machine (ATM) fraud in southwest Nigeria, as extant studies have not examined the unintended consequences of ATM

Abstract

Purpose

This paper aims to investigate automated teller machine (ATM) fraud in southwest Nigeria, as extant studies have not examined the unintended consequences of ATM subscription particularly the effect of the identity of fraudsters and the strategies for defrauding.

Design/methodology/approach

Using sequential exploratory strand of mixed method, data were collected from both ATM users and victims of ATM fraud using multi-stage sampling procedure. This involved purposive selection of Lagos and Oyo states.

Findings

Results showed that fraudsters were typically lovers, friends, relatives and sometimes children of victims. Strategies for defrauding included card cloning, swapping of cards and physical attacks at ATM galleries.

Research limitations/implications

Because of the size of the sample which is small, the research results may lack generalizability. More expansive works are needed across Nigeria in this regard.

Practical implications

The paper includes implications for policy initiative concerning the deployment and use of payment systems such as ATM in Nigeria.

Social implications

The paper reveals the limits of trust in cashless policy. It raises salient policy issues concerning the need for the governance of trust to engender adoption.

Originality/value

The paper characterizes fraudsters and their strategies for defrauding.

Details

Journal of Financial Crime, vol. 23 no. 4
Type: Research Article
ISSN: 1359-0790

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Article
Publication date: 18 January 2013

Bedman Narteh

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of…

Abstract

Purpose

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.

Design/methods/approach

A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.

Findings

The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.

Practical implications

The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.

Originality/value

The paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

Details

Managing Service Quality: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 March 1992

Awad B. El‐Haddad and Mohammad A. Almahmeed

There has been a growing interest among banks and financialinstitutions in encouraging bank customers to use automatic tellermachines (ATMs). This study attempts to…

Abstract

There has been a growing interest among banks and financial institutions in encouraging bank customers to use automatic teller machines (ATMs). This study attempts to identify customers′ awareness, usage patterns, reasons for using (not using) ATMs, new services required, as well as problems associated with using ATMs in Kuwait. Significant differences in attitudes and opinions among age, nationality, marital status, occupation, income, and educational level groups are also reported. Implications of the study are suggested regarding the role of electronic technologies in marketing developent. Identifies some specific marketing strategy considerations designed to ensure retail customers′ acceptance and usage of ATMs. In addition, reports recommendations for further research.

Details

International Journal of Bank Marketing, vol. 10 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

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