Atm Customer Satisfaction

Automated Teller Machines are mechanical devices that provide a variety of routine banking services without the use of a human teller. It basically allows bank customers to withdraw money from their accounts 24 hours per day. The banking sector introduced the usage of Automated Teller Machines in order to conveniently serve their customers and as a result become more competitive and increase their profit base. This is because; the traditional banking delivery services caused the inability of most banks to deliver effective and satisfactory services to clients. However in developing countries, poor electronic communication networks, internet and computer illiteracy etc. may limit the benefit of ATM to both banks and customers than that of the

Some have centered on the assessment of customers satisfaction while others concentrates on the effectiveness of their service delivery in the banking hall. Komal and Singh (2009) did a comparative study of three banks to find out on the impact of ATM on customer satisfaction. The main motivation of the study was to assess the level of satisfaction derived by customers in the industrial credit and Investment Corporation of India, the State Bank of India as well as Housing Development Finance Corporation in India. According to the study, customer satisfaction was a major factor in measuring the performance level of banks. Satisfaction was classified under Material customer satisfaction and abstract customer satisfaction. Fees charged for using ATM, frequency of facing problems with the use of ATM and post purchase behaviour of customers were the variables analysed under Material Customer Satisfaction. With respect to Abstract Customer Satisfaction, factors affecting the choice of ATM, purpose for the usage of ATM and problems faced while using ATM were the variables used. With the use of F-test, it was found out that customer satisfaction derived in the three banks was different and this was as result of the variation in the quality of service of

The focus was to find out the extent to which attributes such as observability, complexity, testability, compatibility as well as relative advantage affected the attitude and in the long run intention to use ATM by customers. From the study, it is revealed, all the attributes significantly influenced the use of Automated Teller Machine. In order of intensity, observability was the first variable that influenced the diffusion of the ATM in Jos, Nigeria. This can be attributed to the fact that people tend to demand the use of ATM when they visibly see others benefited from its usage. Next is compatibility which can be attributed to the fact that, customers demand the use of ATM when they notice it fits into their local values and customs. Thirdly is relative advantage where there is diffusion of ATM because it is seen to be better off than the traditional way of banking and easy to use. Complexity was the fourth variable that affected the intention of customers to use ATM because the people of Jos had little or no difficulty with the use of ATM while testability was the last variable that affected the intention of customers to use ATM because customers already had a prior knowledge on the use of ATM and didn’t have to try before adopting its