MATEC Web of Conferences
Volume 150, 2018Malaysia Technical Universities Conference on Engineering and Technology (MUCET 2017)
|Number of page(s)||5|
|Section||Education, Social Science & Technology Management|
|Published online||23 February 2018|
The Impact Of Information Quality And Ergonomics On Service Quality In The Use Of Automatic Teller Machines
School of Industrial Engineering and Service Engineering Management, Mapúa University 658 Muralla St., Intramuros, Manila 1002, Philippines
* Corresponding author: firstname.lastname@example.org
The introduction of automatic teller machines (henceforth ATMs) brought dramatic changes in the way people do banking. ATMs have become a daily necessity and they are widely used for their convenience and accessibility. However, there have been several major challenges and issues faced in delivering quality service in ATM banking. Since the use of ATMs involves an exchange of information between a machine and a customer, this study investigated the impact of information quality (i.e., quality of information the machine provides) and ergonomics (i.e., design quality of the machine) to the service quality of ATMs. To this end, the study geared towards providing an improvement framework for the ATM design to improve service quality. A random survey among ATM users in Metro Manila was conducted to gather data with regard to their usage and perceived service quality of ATMs. Through statistical analyses, it was found that ATM usage varied according to age, education and socio-economic status of customers. ATM users were typically young, more literate and have higher economic status. More importantly, it was found that components of information and ergonomic qualities had fair influence to service quality, with just a few components having significant impact.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (http://creativecommons.org/licenses/by/4.0/).
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