EFFECT OF AUTOMATED TELLER MACHINE SERVICE QUALITY ON CUSTOMER SATISFACTION IN UNITED BANK FOR AFRICA NIGERIA PLC, NASARAWA STATE

Despite the employment of various e-banking platforms to ensure faster and efficient customer service delivery, disappointment in debiting customer account without necessarily receiving cash, or poor connectivity/service and in some instances customers are not discharged within the shortest time and long uncomfortable queues are still visible in banking halls in addition to limited and inconclusive research findings informed this study to investigate the effects of automated teller machine service quality on customer satisfaction in United Bank for Africa in Nasarawa State. The study examines how three service quality (reliability, efficiency and user friendliness) of Automated Teller Machine operation affects customer satisfaction in United Bank for Africa, Nasarawa state. The population of the study were one hundred and ten thousand, five hundred customers across the state, Yaro Yamanes formular was used to derive the sample size of l, 944 customers from the population. Time series data were collected from primary source with the aid of questionnaire. Ordinary Least Squares with an aid of spss statistical package was utilized for the purpose of data analysis. The findings reveal that there is a significant relationship between Automated Teller Machine banking service quality: reliability, efficiency and user friendliness with customer satisfaction in United Bank for Africa, Nasarawa State, Nigeria. The study recommends among others that United Bank for Africa should continue to improve their Automated Teller Machine banking services quality since it contributes to customer satisfaction by establishing more outlets with a secured and reliable service delivery.