Automated Teller Machine (ATM) and Customers’ Satisfaction

This study investigated the impact of automated teller machine (ATM) on customers’ satisfaction. The objectives of the study was: to ascertain how Automated Teller Machine (ATM) enhances customer’s satisfaction in Ovia North-East LGA, Benin City; to examine the influence of ATM service quality on customer’s satisfaction in Ovia North-East LGA, Benin City; to examine the influence of ATM proximity on customer’s satisfaction in Ovia North-East LGA, Benin City, and to ascertain the impact of ATM security and privacy on customer’s satisfaction in Ovia North-East LGA, Benin City. The study made use of the cross sectional research design, and questionnaire which was made up of well-framed series of questions related to the research topic was used for data collection. Data was analysed using descriptive statistics and linear regression analysis. The linear regression (ANOVA) analysis was used to test the close relationship between the variables and also tested the hypotheses of the study. The analysis was conducted using the Statistical Packages for Social Sciences (SPSS 22) software. Findings from the study revealed that there exist a significant relationship between ATM usage and customers’ satisfaction in Ovia North-East LGA, Benin City; there is a significant relationship between ATM service quality and customers’ satisfaction in Ovia North-East LGA, Benin City; there is a significant relationship between ATM proximity
and customers’ satisfaction in Ovia North-East LGA, Benin City; and there is a significant relationship between ATM security/privacy and customers’ satisfaction in Ovia North-East LGA, Benin City.