Academic journal article ABA Banking Journal

How Customers Feel about Technology

Academic journal article ABA Banking Journal

How Customers Feel about Technology

Article excerpt

The chart above shows that about half of bank customers use ATMs. Most of these people don't find it difficult to find a machine when they need one, as shown in the chart at right. Only 16% agree that they find it difficult--62% disagree. As the number of ATMs proliferate in places such as resorts, airports, and convenience stores, it's likely that the hard-to-find quotient will be reduced even further. Consumers who do not use banks responded in virtually the same proportions to the ATM question.

Interestingly, the relative ease of finding an ATM when they need one so far has not convinced about half the bank-using population that fees for getting cash from remote ATMs are reasonable. The chart on page S13 shows that in fact the percentage disapproving of such fees is increasing.

While the majority of people are quite comfortable using ATMs for routine transactions, more than two thirds of them would not feel comfortable obtaining a consumer loan by some means other than in person (e. …

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