Automated teller machine(ATM) and customer satisfaction in Nigeria

ABSRTACT: This study aims at investigating  the satisfaction levels of customers with respect to various aspects of the service quality of ATMs in Nigeria and a problem of robbery and theft ,and  also customers  opinion on various other related issues such as inconvenient features while using the ATM. The study was carried out in lagos state with 100 questionnares administerd and distributed randomly. 98 questionnaires were found useful for the purpose of the study. Data collected were analysed using frequency table and pie chart while non parametric statistical test was used to test the formulated hypothesis using SPSS vol 21. Package/ software to examine the level of customer satisfaction while using the ATM and the relationship between ATM and customer satisfaction in Nigeria. The findings shows that ATM improved service delivery in form of  transactional convenience, time saving and Quick transaction alert.It is recommended that ATMs should be able to produce reports of transactions that where successful and the once aborted so as to enable the bank officials reverse cash if it has not been automatically reversed.Finally ATMs should have an option where you are asked to choose your language e.g Yoruba, Igbo and Hausa for users who do not understand English.

Keywords:ATM, Customer Satisfaction, Customer.