{"id":"https://openalex.org/W2154758706","doi":"https://doi.org/10.22610/jebs.v3i1.251","title":"Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge","display_name":"Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge","publication_year":2011,"publication_date":"2011-07-15","ids":{"openalex":"https://openalex.org/W2154758706","doi":"https://doi.org/10.22610/jebs.v3i1.251","mag":"2154758706"},"language":"en","primary_location":{"id":"doi:10.22610/jebs.v3i1.251","doi":"https://doi.org/10.22610/jebs.v3i1.251","is_oa":true,"landing_page_url":"https://doi.org/10.22610/jebs.v3i1.251","pdf_url":"https://ojs.amhinternational.com/index.php/jebs/article/download/251/251","source":{"id":"https://openalex.org/S2738550039","display_name":"Journal of Economics and Behavioral Studies","issn_l":"2220-6140","issn":["2220-6140"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320342","host_organization_name":"International Foundation for Research and Development","host_organization_lineage":["https://openalex.org/P4310320342"],"host_organization_lineage_names":["International Foundation for Research and Development"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Economics and Behavioral Studies","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ojs.amhinternational.com/index.php/jebs/article/download/251/251","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5067880913","display_name":"Mohammed-Aminu Sanda","orcid":"https://orcid.org/0000-0003-0147-0680","observed_orcids":["https://orcid.org/0000-0003-0147-0680"]},"institutions":[{"id":"https://openalex.org/I138690464","display_name":"University of Ghana","ror":"https://ror.org/01r22mr83","country_code":"GH","type":"education","lineage":["https://openalex.org/I138690464"]},{"id":"https://openalex.org/I190632392","display_name":"Lule\u00e5 University of Technology","ror":"https://ror.org/016st3p78","country_code":"SE","type":"education","lineage":["https://openalex.org/I190632392"]}],"countries":["GH","SE"],"is_corresponding":true,"raw_author_name":"Mohammed-Aminu Sanda","raw_affiliation_strings":["Department of Organization and Human Resource Management , University of Ghana Business School , PO Box LG 78 , Legon , Accra , Ghana","Division of Industrial Work Environment , Department of Business Administration, Technology and Social Sciences , Lule\u00e5 University of Technology , SE 971 87 Lule\u00e5","Department of Organization and Human Resource Management, University of Ghana Business School, PO Box LG 78, Legon, Accra, Ghana","Division of Industrial Work Environment, Department of Business Administration, Technology and Social Sciences, Lule\u00e5 University of Technology, SE 971 87 Lule\u00e5"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Organization and Human Resource Management , University of Ghana Business School , PO Box LG 78 , Legon , Accra , Ghana","institution_ids":["https://openalex.org/I138690464"]},{"raw_affiliation_string":"Division of Industrial Work Environment , Department of Business Administration, Technology and Social Sciences , Lule\u00e5 University of Technology , SE 971 87 Lule\u00e5","institution_ids":["https://openalex.org/I190632392"]},{"raw_affiliation_string":"Department of Organization and Human Resource Management, University of Ghana Business School, PO Box LG 78, Legon, Accra, Ghana","institution_ids":["https://openalex.org/I138690464"]},{"raw_affiliation_string":"Division of Industrial Work Environment, Department of Business Administration, Technology and Social Sciences, Lule\u00e5 University of Technology, SE 971 87 Lule\u00e5","institution_ids":["https://openalex.org/I190632392"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5067880913"],"corresponding_institution_ids":["https://openalex.org/I138690464","https://openalex.org/I190632392"],"apc_list":null,"apc_paid":null,"fwci":3.4322,"has_fulltext":true,"cited_by_count":9,"citation_normalized_percentile":{"value":0.94452678,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"3","issue":"1","first_page":"13","last_page":"21"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.4738999903202057,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.4738999903202057,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.1973000019788742,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13346","display_name":"Digital Transformation in Financial Services","score":0.17900000512599945,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/automated-teller-machines","display_name":"automated teller machines","score":0.9909999966621399},{"id":"https://openalex.org/keywords/bank-tellers","display_name":"bank tellers","score":0.8949999809265137},{"id":"https://openalex.org/keywords/staff-workload","display_name":"staff workload","score":0.6800000071525574},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.7250000238418579},{"id":"https://openalex.org/keywords/cash-withdrawal","display_name":"cash withdrawal","score":0.6140000224113464},{"id":"https://openalex.org/keywords/customer-service-delivery","display_name":"customer service delivery","score":0.7549999952316284}],"concepts":[{"id":"https://openalex.org/C2778476105","wikidata":"https://www.wikidata.org/wiki/Q628539","display_name":"Workload","level":2,"score":0.7260223031044006},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6797596216201782},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5798535346984863},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5275630354881287},{"id":"https://openalex.org/C2778083465","wikidata":"https://www.wikidata.org/wiki/Q693464","display_name":"Cash","level":2,"score":0.518828272819519},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4983491897583008},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42880675196647644},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4144021272659302},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.27014148235321045},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.24077025055885315},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.07832667231559753},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.22610/jebs.v3i1.251","doi":"https://doi.org/10.22610/jebs.v3i1.251","is_oa":true,"landing_page_url":"https://doi.org/10.22610/jebs.v3i1.251","pdf_url":"https://ojs.amhinternational.com/index.php/jebs/article/download/251/251","source":{"id":"https://openalex.org/S2738550039","display_name":"Journal of Economics and Behavioral Studies","issn_l":"2220-6140","issn":["2220-6140"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320342","host_organization_name":"International Foundation for Research and Development","host_organization_lineage":["https://openalex.org/P4310320342"],"host_organization_lineage_names":["International Foundation for Research and Development"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Economics and Behavioral Studies","raw_type":"journal-article"},{"id":"pmh:oai:DiVA.org:ltu-9280","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-9280","pdf_url":null,"source":{"id":"https://openalex.org/S7407055297","display_name":"Epubl LTU","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:rnd:arjebs:v:3:y:2011:i:1:p:13-21","doi":null,"is_oa":false,"landing_page_url":"https://ojs.amhinternational.com/index.php/jebs/article/view/251/251","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"doi:10.60692/t7paq-fhe69","doi":"https://doi.org/10.60692/t7paq-fhe69","is_oa":true,"landing_page_url":"https://doi.org/10.60692/t7paq-fhe69","pdf_url":null,"source":{"id":"https://openalex.org/S7407051682","display_name":"Greater South Information System","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"},{"id":"doi:10.60692/xmrsw-4sg95","doi":"https://doi.org/10.60692/xmrsw-4sg95","is_oa":true,"landing_page_url":"https://doi.org/10.60692/xmrsw-4sg95","pdf_url":null,"source":{"id":"https://openalex.org/S7407051682","display_name":"Greater South Information System","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.22610/jebs.v3i1.251","doi":"https://doi.org/10.22610/jebs.v3i1.251","is_oa":true,"landing_page_url":"https://doi.org/10.22610/jebs.v3i1.251","pdf_url":"https://ojs.amhinternational.com/index.php/jebs/article/download/251/251","source":{"id":"https://openalex.org/S2738550039","display_name":"Journal of Economics and Behavioral Studies","issn_l":"2220-6140","issn":["2220-6140"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320342","host_organization_name":"International Foundation for Research and Development","host_organization_lineage":["https://openalex.org/P4310320342"],"host_organization_lineage_names":["International Foundation for Research and Development"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Economics and Behavioral Studies","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.7257999777793884,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2154758706.pdf","grobid_xml":"https://content.openalex.org/works/W2154758706.grobid-xml"},"referenced_works_count":41,"referenced_works":["https://openalex.org/W30761167","https://openalex.org/W164237467","https://openalex.org/W235645921","https://openalex.org/W1571167924","https://openalex.org/W1678912940","https://openalex.org/W1968689099","https://openalex.org/W1969279366","https://openalex.org/W1981309160","https://openalex.org/W1982320306","https://openalex.org/W2000475395","https://openalex.org/W2003504871","https://openalex.org/W2008419561","https://openalex.org/W2016603457","https://openalex.org/W2019563607","https://openalex.org/W2020303288","https://openalex.org/W2022134987","https://openalex.org/W2038316402","https://openalex.org/W2046256448","https://openalex.org/W2048958995","https://openalex.org/W2061044045","https://openalex.org/W2061296636","https://openalex.org/W2075578818","https://openalex.org/W2081823153","https://openalex.org/W2084823538","https://openalex.org/W2087106968","https://openalex.org/W2092020365","https://openalex.org/W2094523178","https://openalex.org/W2095260588","https://openalex.org/W2165202340","https://openalex.org/W2479983312","https://openalex.org/W2508359610","https://openalex.org/W4206326816","https://openalex.org/W4285719527","https://openalex.org/W6606687044","https://openalex.org/W6634279367","https://openalex.org/W6637460711","https://openalex.org/W6642318526","https://openalex.org/W6646051167","https://openalex.org/W6659931604","https://openalex.org/W6666111130","https://openalex.org/W6724897122"],"related_works":["https://openalex.org/W986318368","https://openalex.org/W2000785801","https://openalex.org/W2384410913","https://openalex.org/W2352878646","https://openalex.org/W2990194547","https://openalex.org/W2004734601","https://openalex.org/W2130149817","https://openalex.org/W1480123525","https://openalex.org/W2620865396","https://openalex.org/W2414054180"],"abstract_inverted_index":{"This":[0,88],"study":[1],"explored":[2],"the":[3,7,10,21,35,43,56,67,74,99,110,128,146,150,169,178,192,208,214,237,241,273],"issue":[4],"of":[5,9,24,33,37,45,58,69,82,112,185,201,205,232,240],"whether":[6],"use":[8,57,127,145],"Automated":[11],"Teller":[12],"Machines":[13],"(ATM)":[14],"as":[15,60,131,133,152,254,262],"a":[16,61,153,255,263],"service":[17,39,63,106,159,171,257,270],"delivery":[18,64,160,258],"tool":[19,161],"in":[20,80,93,101,245],"banking":[22,62,164,179,274],"industry":[23],"many":[25],"developing":[26,246],"countries":[27,96],"has":[28],"achieved":[29],"its":[30,251],"intended":[31],"objective":[32],"increasing":[34],"effectiveness":[36],"customer":[38,203,233,256],"provision":[40],"and":[41,66,86,108,157,260],"reducing":[42],"workload":[44,84,265],"bank":[46,124,134,142,222],"tellers.":[47],"The":[48,136],"purpose":[49],"is":[50,89,195,218,224,228],"to":[51,103,123,175,177,181,210,220,236],"understand":[52],"customers\u2019":[53,105],"behaviour":[54,72,204],"towards":[55],"ATM":[59,100,129,147,151,242],"tool,":[65,259],"influence":[68],"such":[70],"customer-usage":[71],"on":[73],"banks\u2019":[75],"human":[76],"resource":[77],"capacity":[78,172],"building,":[79],"terms":[81],"employee":[83],"relief":[85,215],"performance.":[87],"because":[90,231],"most":[91,141],"banks":[92,244],"subSaharan":[94],"African":[95],"have":[97],"introduced":[98],"bids":[102],"satisfying":[104],"needs":[107],"making":[109],"work":[111],"employees":[113],"easier.":[114],"Data":[115],"was":[116],"collected":[117],"using":[118,207],"questionnaires":[119],"that":[120,139,187,198,216,230],"were":[121],"administered":[122],"customers":[125,143,271],"who":[126,144,269],"facility,":[130],"well":[132],"managers.":[135],"findings":[137],"showed":[138],"though":[140],"services":[148],"perceive":[149],"convenient,":[154],"reliable,":[155],"accurate":[156],"suitable":[158],"for":[162,267],"their":[163,211],"transactions;":[165],"they":[166],"still":[167],"underutilize":[168],"ATM\u2019s":[170,209],"by":[173,199],"choosing":[174],"go":[176],"halls":[180],"make":[182],"cash":[183],"withdrawals":[184],"amounts":[186],"could":[188],"be":[189],"obtained":[190],"from":[191,250],"ATMs.":[193],"It":[194,227],"also":[196,261],"found":[197],"virtue":[200],"this":[202],"not":[206,225,248],"full":[212,252],"potential,":[213],"it":[217],"expected":[219],"provide":[221],"tellers":[223,268],"realized.":[226],"concluded":[229],"behavioral":[234],"challenges":[235],"effective":[238],"utilization":[239],"technology,":[243],"economies":[247],"benefiting":[249],"potential":[253],"strategic":[264],"reliever":[266],"inside":[272],"halls.":[275]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2025-10-10T00:00:00"}
