Assessing the utilisation of automated teller machines in Centenary Bank : A case of Koboko branch

Abstract

The study assessed the utilization of Automatic Teller Machines in Centenary Bank and considered Koboko branch. The study was guided by the following research objectives; to establish the drivers of adoption of ATMS by Centenary Bank, to evaluate the impact of the usage of ATMs in the provision of banking services in Centenary Bank, to establish the challenges associated with the usage of ATMS in the provision of banking services in Centenary Bank, and to suggest strategies of improving ATM utilization in Centenary Bank. A cross-sectional research design with a quantitative technique were used in collecting and analysing data. The target population was 3,000 respondents and a sample size of 352 respondents (guided by Statistician Yamane (1967) formula)) was selected and convenience sampling as the sampling technique. Primary data was collected using self-administered questionnaire. The study revealed that among the major drivers of adoption of ATMs at Centenary bank include cost control, new technology, perceived ease of use, perceived usefulness, increased security. It was also revealed that the impact of the usage of ATMs in the provision of banking services in centenary bank include reduction in the time spent by the customers to get service, increase in customer satisfaction, decongestion of the banking halls, cost cutting by the bank and also reduction in the transaction costs. Furthermore, the study also revealed the challenges that are associated with the usage of ATMs in the provision of banking services in centenary bank including; Network stability, user problem by the customers more so self PIN resets using the machine, power stability, telecom infrastructure, machines running out of cash, regulatory issues, complexity in working with ATM suppliers. The study recommended strategies of improving ATM utilization in centenary bank to include; ensuring that that machine is loaded with cash at all times, sensitization of the customers on how to use the machine to reset their PINs, including an option of denomination choosing by the customer and also increasing on the number of ATM machines within Koboko district. the bank to increase on the duration of the expiring of the cards and also to increase on the withdraw amounts.