Customers' Financial Needs satisfaction and Self-service Technology Banking: The Case of Automatic Teller Machines (ATMs) in Jordan

This study was conducted to achieve two main objectives. Firstly it assesses the effect of low cost services, security and privacy and ease of use on customers’ financial needs satisfaction of Automatic Teller Machines (ATMs). The study also assesses if there is a difference in customers’ financial needs satisfaction due to gender, age or academic qualification. Based on survey responses from 132 users, the results indicate that only privacy and security contributes significantly to the customers’ financial needs satisfaction. The results also revealed that the demographic characteristics of users make no difference in the financial needs satisfaction of ATMs users. An important implication of this study is that the results of it brought with them the need for Jordanian banks to put more emphasis on the different aspects of privacy and security, to decrease or remove the cost of ATMs usage and to introduce a good training to ATMs users.

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