Factors affecting performance of automated teller machine (ATM) service - A case study of Agribank - Brand Quang Nam
Abstract
ATM‟s service have become popular in Viet Nam as well as in Quang Nam province.
Hence, this research utilized Agribank – branch Quang Nam as a case study to
examine factors affecting performance of ATM‟s service. Research was conducted in
Quang Nam province with 400 samples, in which 386 samples were valid for the
research. The perception of respondents on 42 statements was measured by Five-point
Likert Scale. Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis
(CFA) and Structural Equation Modeling (SEM) were used to determine the factors
affecting Performance of ATM‟s service. The result revealed that performance of
ATM‟s service was showed by Customer Acceptance and it was supported by three
dimensions as Perceived Usefulness, Perceived Enjoyment and Information on Ebanking (ATM‟s service) . The Perceived Ease of Use and Security and Privacy did
not have correlation with Customer Acceptance.