The Effect of Automated Teller Machine (atm) Service on Customers’ Satisfaction in Money Deposit Banks in Nigeria
Student: Qudus Ajide Alabi (Project, 2025)
Department of Accounting
Bamidele Olumilua University of Edu. Science and Tech. Ikere Ekiti, Ekiti State
Abstract
This study examines the effect of Automated Teller Machine (ATM) services on customer satisfaction within money deposit banks in Nigeria. With rapid technological advancement in the banking sector, ATMs have become essential tools for enhancing service delivery, convenience, reliability, ease of use, and security. Despite these developments, customers continue to experience dissatisfaction due to frequent machine failures, long queues, and security concerns.
Using a descriptive and correlational design, data were gathered from 100 respondents across five selected commercial banks through purposive sampling. Descriptive statistics and Pearson correlation analyses were employed. Findings revealed that all four dimensions—convenience, reliability, ease of use, and security/privacy—positively influence customer satisfaction. The study concludes that ATM service quality significantly affects customer satisfaction and recommends that banks should improve ATM reliability, security measures, and accessibility to enhance customer experience and loyalty.
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For the full publication, please contact the author directly at: alabiqudus2000@gmail.com
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Institutions
- Federal University of Technology, Minna, Niger State 47
- Federal University of Technology, Owerri, Imo State 95
- Federal University Oye-Ekiti, Ekiti State 41
- Federal University, Birnin-Kebbi, Kebbi State 37
- Federal University, Dutse, Jigawa State 6
- Federal University, Dutsin-Ma, Katsina State 63
- Federal University, Gashua, Yobe State 3
- Federal University, Gusau, Zamfara State 14
- Federal University, Kashere, Gombe State 1
- Federal University, Lafia, Nasarawa State 6