A Survey of Automatic Teller Machine Usage across the Adult Life Span

Abstract

The purpose of this study was to analyze automatic teller machine (ATM) usage across the adult life span. We conducted an extensive survey of 9000 people in the Memphis and Atlanta metropolitan areas. Approximately 17% of those people responded. The survey assessed detailed demographic information, experience with technology in general, experience specifically related to ATMs, problems and dislikes with ATMs, and reasons that people do not use ATMs. The survey provided a valuable set of data. First, we have detailed information about the demographics and individual characteristics of ATM users and nonusers; importantly, these data are stratified across the adult life span. In addition, we know the likes and dislikes of ATM users and the types of problems they typically have using ATMs. Moreover, we have a detailed analysis of why adults of all ages may choose not to use ATMs. Training and design implications of these data are discussed.

Get full access to this article

View all access options for this article.

References

Adams, A. S. , & Thieben, K. A. (1991). Automatic teller machines and the older population. Applied Ergonomics, 22, 85–90.

Fowler, F. J. (1988). Survey research methods. Newbury Park, CA: Sage.

Gilly, M. C. , & Zeithaml, V. A. (1985). The elderly consumer and adoption of technologies. Journal of Consumer Research, 12, 353–357.

Hatta, K. , & Iiyama, Y. (1991). Ergonomic study of automatic teller machine operability. International Journal of Human-Computer Interaction, 3, 295–309.

Judd, C. M. , Smith, E. R. , & Kidder, L. H. (1991). Research methods in social relations. Chicago: Holt, Rinehart & Winston.

McNally, K. A. , & Abernathy, W. B. (1989). Effects of monetary incentives on customer behavior: Use of automatic teller machines (ATMs) by low frequency users. Journal of Organizational Behavior Management, 10, 79–91.

Mauldin, C. R. , Sutherland, J. C. , & Hofmeister, J. F. (1978). Operant attitude segmentation and marketing decisions. Operant Subjectivity, 1, 38–50.

Rogers, W. A., Gilbert, D. K., & Cabrera, E. F. (in press). An analysis of automatic teller machine usage by older adults: A structured interview approach. Applied Ergonomics.

Zeithaml, V. A. , & Gilly, M. C. (1987). Characteristics affecting the acceptance of retail technologies: A comparison of elderly and nonelderly consumers. Journal of Retailing, 63, 49–68.