Revista de Artes y Ciencias Sociales

The Effects of the use of Atm Banking Services on Customer Satisfaction in National Financial Credit (Nfc) Bank Bambili Branch

Abstract

Wacha Roosevelt Wacha*

This research study was carried out to obtain the effects of the use of ATM banking services on customer satisfaction. Research on the use of ATM banking services on customer satisfaction remains unrepresented and is a growing area of interest. It further offered a controversial topic that ATM holders could engage in to further make sense of the different negative and positive effects of ATM use that exist and how these directly influenced responses to gendered phenomena. It therefore elicited significant constructions of results and hence was used as a vehicle to further insight into the nature of awareness about the customer services offered by ATM points to account holders, effectiveness of ATM service on account holders and the relationships between ATM services and customer satisfaction. This was achieved using a sample of 40 ATM users of National Financial Credit bank, Bambili branch. Through this method, the effect of the use of ATM banking services on customer satisfaction was analyzed. Data was analyzed using STATA 10. The results were understood as almost three quarters of the respondents rated the services offered by an ATM to be effective with withdrawal as the main service offered by ATM, followed by checking of balances, while the statement/mini statement of account came third and Cash or cheque deposit came last. The finding further depicts that more than half of the respondents were satisfied by the services offered by the ATM. This study sheds light on the awareness that ATM services results in customer satisfaction in the society and as a view point for banking industry by showing how quality services offered by ATM service points are essential and its relationship to customer satisfaction. The researcher recommended that more inclusive study be made taking into consideration the disabled. A larger sample could also be carried out to see customer’s perception concerning ATM banking services. The researcher also recommended that the bank should check the ATMs regularly to fix irregularities.