EFFECT OF AUTOMATIC TELLER MACHINES (ATM) ON CUSTOMER SATISFACTION ON BANKS CUSTOMERS IN SAMARU ZARIA, KADUNA STATE

ABSTRACT

Technology has obviously improved the speed, efficiency and productivity in various sectors of human endeavours. The impacts of these technological innovations are far reaching and promising. The introduction of Automatic Teller Machines into the banking sector in Nigeria gave a huge relief for both bank staff and their customers. Several banking transactions could be done without human to human interactions. The aim of this paper is to access the effect of ATM services on banks customers’ satisfaction within Samaru area in Zaria, Kaduna State Nigeria. The response from the study and respondents shows that the customers of these banks applauded these services despite some minor challenges they encountered with these services. They described the introduction and experience as a great improvement in the banking sector. They solicited for a better and seamless inter-bank operations and improvement in network availability. Results also showed that the use of these services cuts across ages, gender, literacy levels and occupations.

KEYWORD: Automatic Teller Machines, Customer, Satisfaction, Banks, Effect