This study explores social and technical aspects of the provision and use of ATM (Automated Teller Machine) systems in Egypt. A pragmatic research approach using mixed methods with a range of stakeholders was employed. At an early stage of the investigation, Soft Systems Methodology (SSM) was used to develop conceptual models of the problem area; as it puts its primary emphasis on problem formulation rather than problem solution. A structured questionnaire was devised to survey a large number of ATM users and the data collected was analysed statistically. Semi-structured attributes allowed a more probing study of small numbers of decision makers in the Egyptian banks, and of ATM suppliers. The investigation was conducted mainly in Cairo and Alexandria. The banks sampled included Islamic and non-Islamic banks in both public and private sectors. From the data analysis, supported by a review of literature, revised conceptual models were generated. When results were brought together, differences between customers, on one hand, and bank managers in particular, on the other, were discovered. Through the study, the following main points were brought to light: • Whereas the key attributes of ATM seen by bank managers were safety, accurate information and ease of use, customers see the key attributes as availability and reliability. • The dominant stakeholders in determining the way ATMs are in fact used are the bank managers, who are not proactive in taking customer or even staff views into account. • ATM suppliers emerged as an additional stakeholder, who has an influential role regarding the use of ATMs in Egypt. In response to the findings, two new versions of the conceptual model were drawn, a reduced one reflecting the actual situation, and an expanded one that envisages a situation in which the views of the various main stakeholders are taken more fully into account. The reduced model emphasises the role of bank managers, recognises the role of ATM suppliers, and reduces the roles of both customers and bank staff. The expanded model retains the bank managers' perspective as dominant but adds activities that enable that perspective to be tempered by the views of customers and bank staff.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:525206 |
| Date | January 2010 |
| Creators | Shalaby, Rasha Abd El Aziz Youssef |
| Publisher | University of the West of England, Bristol |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
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