The Effect of Automated Teller Machine (ATM) On Customer Satisfaction of Digital Services Users at Afghanistan Selected Commercial Banks (Afghanistan International Bank, Azizi Bank and Islamic Bank of Afghanistan)

Najibullah Arshad; Mohammad Yusuf Saleh; Musa Farooqi; Mohammad Zaher Halimi

doi:10.55544/ijrah.4.4.11

Authors

Najibullah Arshad Assistant Professor and Dean of Economics Faculty, Kateb University, Kabul, AFGHANISTAN.
Mohammad Yusuf Saleh Graduate Student of MBA, Kateb University, Kabul, AFGHANISTAN.
Musa Farooqi Senior Lecturer, Economics Faculty, Kateb University, Kabul, AFGHANISTAN.
Mohammad Zaher Halimi Assistant Professor, Economics Faculty, Avecina University, Kabul, AFGHANISTAN.

DOI:

https://doi.org/10.55544/ijrah.4.4.11

Keywords:

Afghanistan Banking, Digital Services, Customer Satisfaction, ATM

Abstract

This study investigates the impact of Automatic Teller Machines (ATMs) on customer satisfaction among users of digital services at commercial banks in Afghanistan, specifically Afghanistan International Bank, Azizi Bank, and Islamic Bank of Afghanistan. The banking sector in Afghanistan requires further development in expanding ATM infrastructure and enhancing customer satisfaction through improved user experience and support services. Utilizing a quantitative approach with multiple linear regression analysis, the research examines primary data collected through questionnaires as well as secondary data sources. The findings reveal a significant positive relationship between ATM usage and customer satisfaction. To enhance ATM availability and customer satisfaction, commercial banks in Afghanistan should strategically install and maintain ATMs, focusing on key locations in Kabul. Investing in ATM facilities can improve various dimensions of customer satisfaction.

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