Perception and Opinion of Customers towards Automated Teller Machine Services with Special Reference to Kurdistan Region

Abstract

Modern technology has changed human life by making it faster and easier. Technology innovation emerged as source of competitive strength and can achieve success through new innovation. ATM plays vital role in banking industry by providing all necessary banking facilities in easy and handy way to their customers at their doorstep. As Kurdistan is growing economy, therefore to assess perception and expectation of ATM customers, 315 respondents from different places of Kurdistan region were taken into consideration. This study is based on personal approach and observation. Structured questionnaire administered after taking opinion and modification by banking personal, customer discussion and review of literatures. For the convenience of respondents Likert measurement scales was used. To identify most service quality dimensions in connection with overall customer satisfaction; reliability test, descriptive analysis, correlation and coefficient and regression analysis test and ANOVA tests are done through SPSS 25.0. At the end it is concluded that most of factors are positively, significantly correlated with overall customer satisfaction. Based on personal discussion with customers and bank officials’ and literature reviews, recommendations are mentioned at the end.