Customer Perception of Bank ATM Services In Nigeria

Abstract

The perception of bank customers of ATM services is the focus of this study. It is important that customers’ needs regarding ATMs are ascertained because while most customers will continue to view the ATM as a cash dispenser, many will expect progressively greater convenience, personalized experience, and data security. The data for the study were collected through
survey instrument developed and administered to 300 bank customers, selected across four Nigerian banks in Nigeria. They were analysed using descriptive and inferential statistics, which include simple frequency distribution, tables of means and analysis of variance (ANOVA). Results shows that ATM services were more patronised by the younger bank customers than the older ones. Major means through which customers become aware of ATM transactions include the efforts of bank staff (50.9%) and consumers’ friends (31.4%). Customers were most satisfied with correctness of their account and the time it takes to complete an ATM transaction but least satisfied with service charge and waiting time before transaction. Queues are now regular sights around ATMs installed within bank premises. This means that banks may soon start finding ways to decongest not just banking halls but also ATMs stands around banks. This
can be achieved through the installation of off-bank premises ATMs.