Understanding Customers Perception of ATM Data Integrity

  • Joseph Kwame Adjei School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana
  • William Nii Ayettey Obubuafo-Ayettey School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana
  • Peter Ebo Tobbin School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana
Keywords: Customer perception, data integrity, ATM, cognition, internal stimuli, external stimuli, standards, ATM standards (Whetten, 1989)

Abstract

In spite of the numerous studies exploring customers’ perception of their banks, there is limited understanding of customers’ perceptions of Automated Teller Machines (ATM) data integrity issues. We therefore sought to understand customers’ perception of data integrity issues in ATM using Ghana Commercial Bank as case study. The objective was to understand the extent to which customers’ perception of ATM data integrity affect their relationship with the bank. Thus, the main research question is “To what extent is ATM data integrity issues affecting how customers transact business with the bank? The Adenta branch of Ghana Commercial Bank in Accra was used as case study. A Qualitative research approach was adopted given the exploratory nature of this study. Empirical data were gathered using a combination of observations and interviews. The informants were selected via purposive sampling technique. The study has shown that fairness expectation, assured customer delight, well-structured media post and settled perception of customer delight are the major factors that affect customers’ perception of ATM data integrity.

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Author Biographies

Joseph Kwame Adjei, School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana

Joseph Kwame Adjei is a Senior Lecturer and the Dean of School of Technology, Ghana Institute of Management and Public Administration (GIMPA). Joseph holds a PhD in Information Systems from Aalborg University, Denmark, and MSc in Advanced Information Technology from LSBU, UK. He is a fellow of Association of Chartered Certified Accountants. His research focuses on development of better frameworks for implementation of Trusted Digital Identity Management Systems, Mobile Financial Services and the use of Social Media and Cloud Computing. His previous research activities have been published in reputable journals and conference proceedings.

William Nii Ayettey Obubuafo-Ayettey, School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana

William Nii Ayettey Obubuafo-Ayettey is an Information Systems professional with specialist knowledge in Information Technology Project Management (ITPM). He has Master of Science in Management information systems from GIMPA Institute of Management and Public Administration (GIMPA). He currently work as ITPM trainer for corporate and serve as adjunct lecturer of Information Systems. His research interest is in developing effective measures for securing banking systems.

Peter Ebo Tobbin, School of Technology, Ghana Institute of Management and Public Administration, P.O. Box AH50, Accra, Ghana

Peter Ebo Tobbin is a Senior Lecturer at School of Technology, Ghana Institute of Management and Public Administration (GIMPA). Peter holds a PhD in Information Technology and Telecommunications from Aalborg University, Denmark, M.Sc. in Information Technology Security from University of Westminster, UK and Bachelor of Law from University of London, UK. He is a Chartered Certified Accountant and holds a number IT certifications. Peter has published a number of peer-reviewed journal articles and academic conference papers. His research focuses on adoption and use of mobile money and social media.

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Published
2020-02-06
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