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Published Article
AUTOMATED TELLER MACHINE AND ACCOUNT OPENING SERVICES AS PREDICTORS OF CUSTOMER SATISFACTION IN COMMERCIAL BANKS
ABSTRACT
The study analyzed the extent of automated teller machine and account opening services in predicting customer satisfaction in commercial banks. Correlational research design was adopted for this study. The area of this study was South-South, Nigeria. The population of the study comprised all the customers of commercial banks in South-South geopolitical zone of Nigeria. A purposive sampling approach was used in the selection of 311,600, 000 active customers in the 26 commercial banks in South-South Nigeria, where 8 commercial banks were selected based on the bank Size, ownership Structure and presence in the South-South Zone. The sample size for the study comprised 400 reliable commercial banks acute customers. A researcher developed instrument tagged “Operational Banking Services and Customers Satisfaction Questionnaire (OBSCSQ)” was used in the collection of data for the study. The instrument went through face validation by three experts. To determine the reliability coefficient of the instrument, an internal consistency method was applied. Regression analysis was used in answering the research questions and in testing the hypotheses at 0.05 level of significance. The study showed that automated teller machine and account opening services significantly predict customers’ satisfaction in commercial banks in South-South, Nigeria. On this basis the study recommended that commercial banks in South-South Nigeria should invest in upgrading ATM infrastructure to ensure 24 hours availability and user-friendly interfaces.
KEYWORDS: Automated Teller Machine, Account Opening Services Customer Satisfaction and Commercial Banks
MFON EFFIONG UDOH, PhD, PROF. EZEKIEL O. AKPAN And UDEME ISSAC AKPAN, PhD
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