An Exploratory Study Of Automated Teller Machine And Its Effect Of Customer Satisfaction In Selected Towns In Ekiti State

ABSTRACT

This project explore Automated Teller Machine (ATM) and its effect on customer's satisfaction in selected towns in Ekiti-State. It examine banking operation and services rendered by Automated Teller Machine (ATM). It also explore the level of knowledge of people about Automated Teller Machine and the functions it performs. It also examine the challenges experienced by customers of Automated Teller Machine (ATM) in selected towns in Ado-Ekiti. It also examined the extent to which Automated Teller Machine (ATM) provide quality of service (Satisfaction). Both primary and secondary data were used for this study. For the primary data, questionnaire survey was used, while for the secondary data, textbooks, internet, journals were used. This quantitative study used questionnaire survey of two hundred and ten sample size. And it isensured that the questionnaires was administered to the respondents in Ado and lkere-Ekiti, EkitiState. Non-probability sampling technique convenience or oppotiunity sampling was used to gather data from respondents. Findings· from the study reveal~d that it is also found that there are lack of enough ATM for customers to make transactions which thereby lead to unnecessary queue at the ATM stand. Finally, with the challenges of Automated Teller Machine (ATM), it is found that bank customers are still satisfied with its services based on convenience, ATM user friendly, accessibility and availability. It can be concluded that customers does not have adequate knowledge on the services and functions of ATM.