The Effect of Automated Teller Machine (ATM) On Customer Satisfaction of Digital Services Users at Afghanistan Selected Commercial Banks (Afghanistan International Bank, Azizi Bank and Islamic Bank of Afghanistan)

Bibliographic Data

ID22200554
AuthorsNajibullah Arshad (Kabul University), Mohammad Yusuf Saleh (0009-0007-9147-2386, Kabul University), Musa Farooqi (Kabul University), Mohammaf Zaher Halimi, M Halimi (0000-0003-4074-8681, Kabul University)
Year2024
Volume4
Issue4
Pages59-66
Publication date2024-07-15
Open AccessYes
TypeARTICLE
VenueIntegrated Journal for Research in Arts and Humanities (JOURNAL)
Journal identifiersISSN: 2583-1712 • E-ISSN: 2583-1712
PublisherStallion Publication (PUBLISHER)
DOI10.55544/ijrah.4.4.11
OpenAlexW4400913209
LanguageEN
References cited19

This study investigates the impact of Automatic Teller Machines (ATMs) on customer satisfaction among users of digital services at commercial banks in Afghanistan, specifically Afghanistan International Bank, Azizi Bank, and Islamic Bank of Afghanistan. The banking sector in Afghanistan requires further development in expanding ATM infrastructure and enhancing customer satisfaction through improved user experience and support services. Utilizing a quantitative approach with multiple linear regression analysis, the research examines primary data collected through questionnaires as well as secondary data sources. The findings reveal a significant positive relationship between ATM usage and customer satisfaction. To enhance ATM availability and customer satisfaction, commercial banks in Afghanistan should strategically install and maintain ATMs, focusing on key locations in Kabul. Investing in ATM facilities can improve various dimensions of customer satisfaction

Business · Customer satisfaction · Geography · Islam · Islamic banking · Consumer Retail Behavior Studies · Digital Platforms and Economics · Technology Adoption and User Behaviour · Marketing

Tools

Open DOIOpen Access