WeCreativez WhatsApp Support
Administrator (Online)
Welcome to PROJECTS.ng. I am online and ready to assist you. Let me know if you need my assistance.



This study was embarked upon to examine customers’ perceptions of ATM services in Benin City. The purpose of the study is to ascertain customers’ rating as regards to their level of satisfaction with ATM service quality. In order to obtain necessary information for this study, both primary and secondary data were used. Primary data were obtained from field survey with the use of questionnaire as an instrument for data collection together with observations.
The data collected from the field work were analyzed using satisfaction index, percentage frequency or rating and descriptive method. Information from the library, internet, and newspapers formed the major source of secondary data. The major findings were that customers/users of ATM are to a reasonable extent satisfied with the level of service they received from using the ATM, while in the case of dissatisfaction in the charges and surcharges for using the machine. Based on the findings, it is recommended that banks should pay close attention to their ATM users or customers perception with the service quality they are offered.  





The most significant development in recent time that has substantially influenced business operations and activities in the banking industry is the introduction of Automated Teller Machine simply referred to as (ATM).

ATM allows a bank customer to conduct his banking transaction from both his bank and other banks. In fact, it is a self-service highly computerized cash dispensing machine that allows bank customer to conduct certain bank transaction such as withdrawal ,account balance enquires ,account transfer etc. As a result of this, ATM has been defined as an automatic bank note dispenser that uses electronic device and computer software/hardware to enable payment at either bank premises or sales off site locations .The concept (ATM) as known today was first introduced in 1936 by LUTHER GEORGE SIMJAIN. A working prototype came about in 1969 and DOCUTEL (an American company) with DON WETZEL, was issued patent for it in 1973.
However, the most similar in function to today’s type was introduced in United Kingdom in 1973. Nigeria joined the developed world in its introduction and use in 2005 through the effort of Central Bank of Nigeria (CBN).The introduction of ATM has remarkably enhanced the convenience, speed, and volume of business transactions bringing relief to bank’s customers as well as reducing the difficulties of withdrawing cash in banking hall. Today there are Nigerians from all walks of life using ATM for different services, it no longer reserved for the upper class in the society, now you can see students, traders etc, making use of their debit cards and cash cards on the system (ATM) cash withdrawals, pay utility bills etc. MOBAREK (2007) establish speed of operation and waiting time as important predictors of ATM service quality. Among the many changes in the introduction of money counting machine or automated teller machine (ATM) is to reduce workload and meet customer demand. This has simplified the operation of many banks such as the counting of money by bank tellers and manual recording of cash deposit. MOUTINHO (1992) established that (ATM) facility resulted in speed of transactions and save time of customers.

Despite the tremendous impact ATM has made to banking services, it is still presently been characterized with many problems like; case of stock card in the machine, debiting account without payment, network failure. The question one would ask is whether the banks know how their ATM customer/users feel about these problems as they could be a dissatisfying factor from using the ATM. To provide solution to these problems that may arise. Call for the banks to constantly identify and understand the perception of customer wit ATM services quality in order to provide a convenient manner that enables the customer/users maximize better satisfaction. This research seeks to study consumer perception of ATM service in the banking industry.     


Banks in Nigeria render various services through the ATM to meet their customers banking need just like other business organization. However there are some problems associated to the research study.

It is not known whether benefit would be derived by the customer from using the machine, and it is also known whether the customers are satisfied with the ATM base service.

This research study therefore, seeks to provide answers to the following questions. What are the benefits accruing to customer from using the machine? Are customers satisfied with ATM-based service? Do customers lodge complaint about the ATM service quality and how are the complaints treated?


The objectives of the study are as follows.

  1. To find the benefits accruing to customers from using the machine.
  2. To ascertain the level of satisfaction customers derive from using the machine.
  3. To find out customers complaints about ATM service.
  4. To find out how customer complaints are treated.


Ho: Customers are not satisfied with ATM services in Edo state

Hi: Customers are satisfied with ATM services in Edo state


Ho: ATM complaints are not promptly attended to

Hi: ATM complaints are promptly attended to



However, the need for this study arises from its academic and practical benefits. The benefits are in terms of its significance to the banking industry and also to academic world.

In respect to the academic world in Nigeria, this study will help in creating awareness about customer perception of ATM based services and encourage development of relevant literature in this field of banking in the banking world.

This study will help banks in Nigeria realize that customer’s perception about their ATM services, relevant to banking industry as it would help in their activities and improvement. It will also help banks discover marketing strategies that can enhance their competitive edge in their intense competitive environment.


The basis for delimiting this study is on the population of interest and also on the sample size. As such the scope of this study covers selected banks in Ugbowo, Benin City, Edo State. The banks include, United Bank for Africa and Access Bank. The researcher encountered some constraints, which limited the scope of the study. These constraints include but are not limited to the following

  1. a) AVAILABILITY OF RESEARCH MATERIAL: The research material available to the researcher is insufficient, thereby limiting the study
  2. b) TIME: The time frame allocated to the study does not enhance wider coverage as the researcher has to combine other academic activities and examinations with the study.


CUSTOMER: A party that receives or consumes products (goods or services) and has the ability to choose between different products and

PERCEPTION: The way you think about or understand someone or so


ATM: short for automated teller machine. It is a machine that dispenses cash or performs other banking services when an account holder inserts a bank card.




This research work is organized in five chapters, for easy understanding, as follows

Chapter one is concerned with the introduction, which consist of the (overview, of the study), historical background, statement of problem, objectives of the study, research hypotheses, significance of the study, scope and limitation of the study, definition of terms and historical background of the study. Chapter two highlights the theoretical framework on which the study is based, thus the review of related literature. Chapter three deals on the research design and methodology adopted in the study. Chapter four concentrate on the data collection and analysis and presentation of finding.  Chapter five gives summary, conclusion, and recommendations made of the study


All project works, files and documents posted on this website, projects.ng are the property/copyright of their respective owners. They are for research reference/guidance purposes only and the works are crowd-sourced. Please don’t submit someone’s work as your own to avoid plagiarism and its consequences. Use it as a guidance purpose only and not copy the work word for word (verbatim). Projects.ng is a repository of research works just like academia.edu, researchgate.net, scribd.com, docsity.com, coursehero and many other platforms where users upload works. The paid subscription on projects.ng is a means by which the website is maintained to support Open Education. If you see your work posted here, and you want it to be removed/credited, please call us on +2348159154070 or send us a mail together with the web address link to the work, to hello@projects.ng. We will reply to and honor every request. Please notice it may take up to 24 - 48 hours to process your request.