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An Empirical Study of Automated Teller Machine Users in Oman

Author

Listed:
  • Mohammed Ahmar Uddin

    (Department of Accounting and Finance, Dhofar University, Sultanate of Oman,)

  • Mohammed Abdul Imran Khan

    (Department of Accounting and Finance, Dhofar University, Sultanate of Oman,)

  • Shariq Mohammed

    (Department of Accounting and Finance, Dhofar University, Sultanate of Oman)

Abstract

The Omani Banking sector is undergoing significant changes and growth. This study investigated the experiences of Bank Muscat (BM) and Bank Dhofar (BD) (hereafter BM and BD) customers with automatic teller machines (ATMs) in the Dhofar region of Oman. Primary data was collected from by a random sample of 200 ATM users by means of a semi-structured questionnaire. The data were analyzed using descriptive statistics and t-test. The study found that most of the users were male in the age group of 36-45 having a government job or doing their own business. The study also revealed that the main problems faced by the ATM users are machine out of order, long queue and poor visibility of statement. As regards to the differences between the two banks the study found that significant difference in the mean customer satisfaction between customers of BM and BD for the factor “Machine out of order.” Management of these banks must take into account these factors while designing and implementing ATM based policy reforms.

Suggested Citation

  • Mohammed Ahmar Uddin & Mohammed Abdul Imran Khan & Shariq Mohammed, 2016. "An Empirical Study of Automated Teller Machine Users in Oman," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 904-908.
    • Handle: RePEc:eco:journ3:2016-04-33
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    Citations

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    Cited by:

    1. Iyad Yousef Dalbah, 2020. "Management of Financial Technology and Its Impact on the Banking Services: Palestine," Business and Management Research, Business and Management Research, Sciedu Press, vol. 9(2), pages 9-18, June.

    More about this item

    Keywords

    Automatic Teller Machine; Bank Muscat; Bank Dhofar; Customer Satisfaction; Challenges; Oman;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • J11 - Labor and Demographic Economics - - Demographic Economics - - - Demographic Trends, Macroeconomic Effects, and Forecasts
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other
    • O53 - Economic Development, Innovation, Technological Change, and Growth - - Economywide Country Studies - - - Asia including Middle East

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