Understanding Customers Perception of ATM Data Integrity

Abstract

In spite of the numerous studies exploring customers’ perception of their banks, there is limited understanding of customers’ perceptions of Automated Teller Machines (ATM) data integrity issues. We therefore sought to understand customers’ perception of data integrity issues in ATM using Ghana Commercial Bank as case study. The objective was to understand the extent to which customers’ perception of ATM data integrity affect their relationship with the bank. Thus, the main research question is “To what extent is ATM data integrity issues affecting how customers transact business with the bank? The Adenta branch of Ghana Commercial Bank in Accra was used as case study. A Qualitative research approach was adopted given the exploratory nature of this study. Empirical data were gathered using a combination of observations and interviews. The informants were selected via purposive sampling technique. The study has shown that fairness expectation, assured customer delight, well-structured media post and settled perception of customer delight are the major factors that affect customers’ perception of ATM data integrity.