AN EMPIRICAL STUDY OF AUTOMATED TELLER MACHINE (ATM) AND USER SATISFACTION IN NIGERIA: A STUDY OF UNITED BANK FOR AFRICA IN SOKOTO METROPOLIS

Abstract

The Nigerian Banking sector over the years has been experiencing significant changes and development in its Information and Communication Technology. Among the development is the introduction of Automated Teller Machine (ATM) that intends to decongest the banking halls as customers now can go to any nearest ATM outfit to consummate their banking transactions such as: cash withdrawal, cash deposit, bill payments, and transfer of fund between accounts. The purpose of this paper was to measure the satisfaction of customers as regards to ATM services. The research was carried through across-sectional survey design which questioned respondents on ATM services. The population of study mainly constituted of customers of United Bank for Africa within Sokoto metropolis. The sample in this study consisted of 100 respondents who are users of the ATM services. The data collected was analyzed by use of multiple logistic regression analysis. The findings revealed that, the impact of ATM services in terms of their perceived ease of use, transaction cost and service security is positive and significant. However, the result also indicates that the impact of ATM services in terms of availability of money is positive but insignificant

Keywords: Automated Teller Machine and Satisfaction, Technology


Article Review Status: Published

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