AN ASSESSMENT OF AUTOMATED TELLER MACHINE (ATM) USAGE AND CUSTOMER SATISFACTION IN ACCESS BANK NIGERIA PLC, KADUNA

ABSTRACT: This study aimed to evaluate the impact of automated teller machine (ATM) utilisation on customer satisfaction inside Access Bank Nigeria Plc, located in Kaduna. The present study aimed to assess the impact of Automated Teller Machines (ATMs) on customer satisfaction within Access Bank. It sought to examine the various benefits that customers derive from utilising ATMs in Access Bank, as well as identify the challenges that hinder the efficient operation of ATMs in the bank. Additionally, the study aimed to highlight the advantages of ATMs over traditional manual queue systems and determine the extent of ATM usage among residents of Kaduna. The study's results indicated that Automated Teller Machines (ATMs) serve as tools utilised by bank patrons to conduct account transactions via computer networks that are interconnected with the bank's network. This technology has greatly simplified the process of withdrawing and depositing funds. The utilisation of automated teller machines (ATMs) enables bank customers to conveniently conduct transactions at any hour of the day. Automated Teller Machines (ATMs) provide the additional benefit of decreasing the workload of financial institutions, thereby leading to a reduction in operational expenses. This approach improves the speed and effectiveness of services, resulting in a significant level of motivation that reduces errors and inefficiencies associated with manual procedures. This study thus indicates that the utilisation of automated teller machines (ATMs) in Access Bank Plc contributes to the enhancement of customer satisfaction by enabling self-service capabilities.