This research explores the factors influencing ATM cash management and routing efficiency within the Palestinian banking industry, employing responses from 500 banking personnel and analysing the data using Partial Least Squares Structural Equation Modelling (PLS-SEM). The conceptual framework incorporates managerial competence, technological readiness, and both regulatory and environmental support as antecedents of operational performance and customer satisfaction. The findings indicate that these organisational elements significantly contribute to enhanced operational performance, which subsequently acts as a mediator in improving customer satisfaction. While cost management effectiveness does not exert a direct influence on satisfaction, it slightly moderates and strengthens the association between operational performance and satisfaction. This study contributes to the literature by integrating behavioural insights with operational outcomes and offers practical guidance for financial institutions and regulatory bodies aiming to enhance ATM-related services and customer value in developing economies

Title

Decision Making: Applications in Management and Engineering

Publisher

OJS

Publisher Country

Serbia

Indexing

Scopus

Impact Factor

None

Publication Type

Both (Printed and Online)

Volume

8

Year

2025

Pages

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