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Automated Teller Machine Service Quality and Customer Satisfaction in the Nigeria Banking Sector
Covenant Journal of Business and Social Sciences
View Archive Info| Field | Value | |
| Title |
Automated Teller Machine Service Quality and Customer Satisfaction in the Nigeria Banking Sector
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| Creator |
Ogbeide, MSc, D.O.
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| Description |
Automatic Teller Machines (ATMs) are becoming prominent in banking operations in Nigeria, with many banks adopting this technology in order to provide the growing population of customers with fast, accessible, reliable and quality services. The study investigates dimensions of ATM service quality and its effect on customer satisfaction. Questionnaire was developed and used to collect information from the study sample. The structured questionnaire was administered to three hundred and fifty (350) respondents of which three hundred and three (303) were found usable, giving 87% response rate. Data collected were analyzed using SPSS 20.5. Regression results indicate that convenience, efficient operation, security and privacy, reliability and responsiveness are significant dimensions of ATM service quality and that ATM service quality has a significant positive relationship with customer satisfaction. Findings fromthis study are relevant in improving ATM service quality by banks’ management to stimulate broad-based customers’ satisfaction. It is therefore recommended that banks need to constantly up-date and differentiate their ATM service quality dimensions to ensure continuous satisfaction and retention of customers.
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| Publisher |
Covenant University
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| Contributor |
—
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| Date |
2016-02-25
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://journals.covenantuniversity.edu.ng/index.php/cjbss/article/view/15
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| Source |
Covenant Journal of Business and Social Sciences; Vol.6, No. 1, June, 2014.
2334-5708 2006-0300 |
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| Language |
eng
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| Relation |
https://journals.covenantuniversity.edu.ng/index.php/cjbss/article/view/15/11
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| Rights |
Copyright (c) 2016 Covenant Journal of Business and Social Sciences
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