摘要：One of the cardinal components of the banking industry is ATM service and the extent to which customers feel comfortable to patronize its service. This study therefore investigates ATM service and customer satisfaction in the Upper East region of Ghana. More specifically, the study looked at ATM service quality and customer satisfaction and factors that influence ATM usage. The study uses primary data collected from 200 respondents using convenience and simple random sampling methods. The logistic regression model was used to analyze the data. Multicollinearity and heteroskedasticity were corrected using the variances inflation factor (VIF) and robust standard errors respectively. The results suggest that customer’s satisfaction could be improved by convenience, security and privacy and reliability of the ATM services, as evidenced by a p-value of 0.0000 at 1% significance level. The results further indicate that convenience, security and privacy have positive effects on customer satisfaction at 1% significant levels, whereas reliability has negative effects on customer satisfaction at 1% significant levels. Also, security and privacy, ATM user fees, educational level and location of the ATM are found to be the major factors that influence customers’ willingness to use a particular ATM services in the studied area.It is recommended that, management of the various banks in the region should use participatory approaches to ensure active involvement of its customers with regards to ATM operations and policies safeguarding it usage.
