An Empirical Investigation of Automated Teller Machines (ATMs)and Customers' Satisfaction in Nigeria: A case study of Ilorin, Kwara State

The paper examined the impact of Automated Teller Machines (ATMs) on customers’ satisfaction in Ilorin metropolis, the capital city of Kwara state, Nigeria, using three purposively selected commercial banks in the city, that is; First Bank of Nigeria Plc., Guaranty Trust Bank Plc. and First City Monument Bank Plc. The objective is to ascertain the relationship between ATM usage and customers’ satisfaction in Nigeria. The study employed primary data sourced through structured questionnaires as the data collection procedure. The questionnaires were administered to 180 customers (60 from each bank), selected randomly at the banks’ ATM terminals during the course of transactions. Descriptive and inferential statistical technique tools such as tables, percentages and charts were used to present and analyze the data, while the chi-square technique was applied to test for the hypothesis. The result revealed that there is a significant relationship between ATM usage and customers’ satisfaction. The study thus recommended among others, that restriction on cash withdrawals by customers per day should be abolished by Monetary Authority in order to enhance customer satisfaction and to promote financial inclusion in Nigeria.