Customer satisfaction in material sense denotes the aggregate position of the banks in terms of fee charged, frequency with which problems are faced and post purchase behavior of the customers. A small percentage of respondents are not using it because they do not know what it is or how it works 3.
Labour substitution arises, therefore, when the use of ATM reduces Tellers' work with the attendant decrease in labour demand of banks. This study is expected to fill this gap by analyzing the effect of the deployment of ATMs on the cost efficiency of Nigerian banks in order to justify its level of investment This study by measuring the effect of ATMs on the cost efficiency of banks, will provide more convincing evidence to understand the returns of ICT investment in the banking industry and by implication the extent to which Nigerian banks investment in ATMs has contributed to improving the cost efficiency of the banks.
So banks with heavy personnel expense pressure tend to install more ATM to replace Teller labour costs. There are operating inconvenience of ATM machines and regularly there are issues faced by customers while using the ATM machines such as not dispensing the cash, debit transaction when cash is not dispensed, card stuck in the ATM, unable to withdraw cash with located ATM etc.
It showed that ATMs were tested or tried out usually before steady usage. An ATM machine authenticates the card by reading and verifying the magnetic strip, card number, expiration date, and an already provided or pre-selected PIN number.
It therefore encourages a cashless society. Technology has tremendously stimulated expansion of the banking networks and range of the offered services during recent years.
Customer satisfaction with the services is based on the encounters of the customers. As many machines are now commercially owned and leased in public venues, a technical industry for cresting, leasing, and maintaining the machines has developed [ 7 ].
In Nigeria, banks with ATM offerings have them networked and this has increased their utility to customers. Analysis for compatibility revealed that the use of ATM was compatible with the lifestyle of the respondents.
The banking industry no doubt has witnessed advancement in technology just like any other sector; the use of the automated teller machine is one of these as it affects banking operations entirely.
Cost frontier analysis uses statistical techniques to simulate a hypothetical best practice bank similar to the real bank that is under evaluation. The study was carried out on twenty two commercial banks post consolidation in which twenty were selected based on purposive and multistage sampling techniques.
This developing trend raises some important issues about the impact that technology will have on service quality and customer satisfaction levels. The specific objectives were to ascertain the determinants of ATMs deployment and to evaluate the effect of ATMs deployment on the cost efficiency of Nigerian banks.
Due to the complexity of banking services, every opportunity to speed up their performance or to make them more accessible for customers is very well welcomed by banks. This led to carrying cash around in case of emergency, but with introduction Automated Teller Machine one can comfortably stroll to any ATM by 1.
They are mostly used where there is a large number of people from whom the analyst requires information. The Emergence of Automated Teller Machine ATM ATM or Cash points, first introduced in by City Bank of New York on a trial basis, allowed financial institutions provide their customers with a convenient way, round the clock, to carry out varying transactions which included withdrawal of funds, made deposits, check account balance, and later on included features to allow customers pay bills, etc.
A handicap to the usage of ATMs is the locations of this services as quite a number of respondents users ascribed their not frequenting this service centres to the non availability of ATM Machines in their areas of abode, claiming that they only find them at commercially busy areas.
Afzal, Saeed and Lodhi found that customer satisfaction and demographics are highly inter related. All banking services, such as electronic payments, loans, deposits, or securities have become heavily dependable on information and telecommunication technology.
Banks are using technology to reduce cost and enhance the efficiency.
Rigid competition in the banking sector in forcing the banks to become customer friendly and customer oriented. This connects the existing knowledge guided by relevant theories that are given a basis for the hypotheses. This could also help in boosting security of private information concerning ATM use, such as pin numbers.
Lagos state was selected on the basis of the clustering of banks and being the commercial nerve centre of Nigeria. The ATM has been the most successful delivery medium for consumer banking in this county.
According to Kumbhar cost effectiveness of ATM service was positively and significantly correlated with the customer satisfaction in ATM service.presented. In , a technical model that to ascertain the impact of ICT on the Nigerian banking sector as a function of banking reforms was proposed.
Some benchmarks for evaluating the impact of ICT in the banking industry were outlined in . These benchmarks will be used to evaluate the impact of ICT on the Nigerian banking industry.
II. THE IMPACT OF AUTOMATED TELLER MACHINE ON CUSTOMER SATISFACTION IN ACCESS BANK. Background of the Study Automated Teller Machines (ATM) are devices used by bank customers to process account transactions.
Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. The ATM service qualities have a positive impact on the customer satisfaction and the demographic factors like age and educational qualification show a moderate the relationship between the ATM.
THE IMPACT OF AUTOMATED TELLER MACHINE ON CUSTOMER SATISFACTION IN ACCESS BANK. Background of the Study Automated Teller Machines (ATM) are devices used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip.
The Impact of ICT in Banking Sector. in many strategic locations both within and outside bank agronumericus.com days many banks even have e-branches and ATM galleries with highly reduced human. The Impact of Automatic Teller Machines On The Cost Efficiency of Nigeria.
(ICT), Automated Teller Machine (ATM), ATM investments, ATM intensity, Cost Efficiency. the findings from the impact ATM deployment on the asset management rate of banks in Nigeria showed that apart from number of ATMs which made positive contribution to asset.Download