The Automated Teller Machine(ATM) is expected to provide quality services to the customers at the time that the serviceis seriously needed but this is often not achieved in practice because the proportion of customers needing the services on a daily basis continues to increase and the available capacity to meet the challenges is grossly inadequate.The main objective of this study is to determine the effectiveness of ATM usage on customers’ satisfaction.Data was collected using a well structure questionnaire which was analyzed using simple percentage and regression for the analysis of data with a population of 800 customers to elicit information. The study revealed that ATMs has a positive impact on customer satisfaction and has mitigated the problems faced by customers to a very large extent as waiting time is shorter while performance of the bank was affected positively. The study concluded that ATM assists in improving customer satisfaction and greatly reduced cumbersome process and congestion in the banking hall. In light of these, the study recommended that the enabling environment and environmental factors should be adequately looked into so as to overcome the problems faced by customers in the usage of ATMs. There should be adequate sensitization of new and old customers on the benefits of ATMs to ensure effective service delivery.
Keywords: ATM, Bank, Customers and Service delivery.
Aliyu, A (2019). Impact of Automated Teller Machine (ATM) usage on Service Delivery in First Bank Jos Branch, Plateau State, Nigeria.. Afribary.com: Retrieved November 25, 2020, from https://afribary.com/works/impact-of-automated-teller-machine-atm-usage-on-service-delivery-in-first-bank-jos-branch-plateau-state-nigeria
Ahmed Tanko, Aliyu. "Impact of Automated Teller Machine (ATM) usage on Service Delivery in First Bank Jos Branch, Plateau State, Nigeria." Afribary.com. Afribary.com, 17 Aug. 2019, https://afribary.com/works/impact-of-automated-teller-machine-atm-usage-on-service-delivery-in-first-bank-jos-branch-plateau-state-nigeria . Accessed 25 Nov. 2020.
Ahmed Tanko, Aliyu. "Impact of Automated Teller Machine (ATM) usage on Service Delivery in First Bank Jos Branch, Plateau State, Nigeria.". Afribary.com, Afribary.com, 17 Aug. 2019. Web. 25 Nov. 2020. < https://afribary.com/works/impact-of-automated-teller-machine-atm-usage-on-service-delivery-in-first-bank-jos-branch-plateau-state-nigeria >.
Ahmed Tanko, Aliyu. "Impact of Automated Teller Machine (ATM) usage on Service Delivery in First Bank Jos Branch, Plateau State, Nigeria." Afribary.com (2019). Accessed November 25, 2020. https://afribary.com/works/impact-of-automated-teller-machine-atm-usage-on-service-delivery-in-first-bank-jos-branch-plateau-state-nigeria