AUTOMATED TELLER MACHINE SERVICE QUALITY IN NIGERIA: AN EMPIRICAL INVESTIGATION
Abstract
Abstract
The advent of Automated Teller Machine (ATM) in the banking industry has changed the way banks render services to customers from direct service to self-service. The use of self-service channels to deliver services provides a platform to enhance operational efficiency and service quality to customers. However, it appears ATM has impacted both positively and negatively on customers’ banking experience. Therefore, the study examined the service quality dimensions that influence the perception of ATM service quality. To achieve the objective of the study, a quantitative and cross-sectional survey research design was employed. A structured questionnaire was used to collect data from bank customers who use ATM in Lagos State, Nigeria. Multi-stage sampling technique was adopted to select the respondents. The data collected were analysed using correlation and multiple regression. The analyses revealed that all the service quality dimensions identified in the study (reliability, convenience, ease of use, security, fulfillment and responsiveness) have significant positive relationship and influence on perceived ATM service quality. This suggests that to enhance ATM service delivery, banks need to meet customers’ expectations in all the service quality dimensions.
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