A Comparative Study of the Perceived Efficiency of Automated Teller Machine and Human Teller Platforms in Nigerian Banks

Abstract

This study investigated the perceived efficiency of Automated Teller Machines (ATMs) and Human Teller (HT) Platforms in Nigerian Banks with respect to Process, Security, Queue and Transaction. Data were collected from 471 bank customers who have used ATM and Cheque Books/Saving Slips for at least five years. The Mann-Whitney U test was used to analyse the data via the Statistical Package for Social Sciences (SPSS) version 22. Results show that there is no significant difference between the perceived efficiency of ATM and HT platforms with respect to Process, Queue and Transaction, whereas there was a significant difference in terms of Security  (Md = 8.00, Md = 12.00 for perceived efficiency of ATM and HT platforms respectively; Z = -11.673; P = .000). Thus, the study concludes that bank customers believe that they are more secure making transactions in banking halls than using ATMs. It was therefore recommended that: Banks should improve on their electronic transaction security architecture, while government should put in place adequate policy and build interdependent security networks with law enforcement agencies, digital security firms and banks, in order to tackle the activities of e-fraudsters.

Keywords: Automated Teller Machine, Human Teller Platform, Perceived Efficiency


Article Review Status: Published

Pages: 48-59 (Download PDF)

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