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.

Keywords
1. Convenience 2. Reliability 3. Ease of Use 4. Security 5. Privacy 6. Customer Satisfaction 7. Banking Performance 8. Technology Adoption 9. Service Quality 10. ATM Transactions
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