Service Quality of ATMs and Its Impact on Customer Satisfaction of Algerian Commercial Banks
Service Quality of ATMs and Its Impact on Customer Satisfaction of Algerian Commercial Banks

Summary/Abstract: Today, information and communication technology has become deeply integrated into various sectors of economic activity, particularly the banking sector, where several modern technologies and equipment have emerged under the umbrella of electronic banking. In this context, the present study was based on the ServQual model developed by Parasuraman et al. (1988), using an electronic questionnaire distributed to a sample of 113 ATM users. The research instrument included 45 items across three main sections measured on a five-point Likert scale, and the data were analyzed using SPSS 28 with a 5% significance level. Academic experts from the Universities of Annaba and El-Tarf confirmed the validity of the instrument. At the same time, its reliability was verified through Cronbach's Alpha (0.961), reflecting a high level of reliability. The findings revealed positive tendencies toward all dimensions of ATM service quality, with simple linear regression analysis showing that these dimensions explained 62.40% of the variance in customer satisfaction. Among the dimensions, empathy had the most significant impact (56.50%), followed by security (54.40%), then responsiveness, reliability, and tangibility. The study recommends strengthening empathy and security to improve customer satisfaction. It suggests that Algerian banks increase the deployment of ATMs, ensure regular maintenance, select suitable locations, and support the use of the Arabic language. Finally, the study concludes with future research proposals to further explore the relationship between ATM service quality and customer satisfaction in the Algerian context.

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