The Effects of Atm Cards on Customer Satisfaction in Nigeria’s Banking Industry

Topics: Automated teller machine, Debit card, Credit card Pages: 10 (3544 words) Published: July 16, 2013
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
In this modern society or the entire world has grown to a level that the use of computers in the chain of production is inevitable. The genesis of automation in the banking industry in Nigeria can be linked to the on-going struggle by individual banks for survival and growth. Automation means the use of automatic equipment in place of manual labor, also can be the use of machine for four D’s task where the four D’s stands for Dangerous, Difficulty, Dirty and Dull. In Nigeria, Automatic Teller Machine technology is becoming more common than it ever was. ATMs appear to be mainly provided by banks in Nigeria. Yet, their widespread adoption by customers of banks is not clear, as it appears that peoples’ perception of the technology is diverse, which in turn affects their decision to actually use ATMs or not. ATMs are set up to provide 24 hour services to bank customers, who cannot expect to be able to transact with Adoption of ATMs in Nigeria banks in the same period of time (Ugwu, 2008). Nevertheless, it is observed that banks still have many customers transacting with tellers within their doors, and queues are still not a thing of the past inside banks. The level of patronage of ATMs is also not well defined, and even epileptic at best, as sometimes long queues were observed outside ATMs, while at other times, there are few or no customers. It is consequently, important to discover why this is so, because as a technology, ATMs are supposed to make life easier and more efficient for the customers of banks. Concerning banks, ATMs ought to assist in improving a banks’ turnover, therefore low patronage of ATMs by their customers could affect the banks’ profit adversely. Therefore, there is a need to study the constructs that could affect the adoption of ATM Cards. Using a popular and widely used theory such as the theory of diffusion of innovation, it is expected from this study that the extent of diffusion of ATM Cards will be determinable with a view to knowing what could be done to prevent the inhibition surrounding its usage. Thus, it could be reasoned that the benefits or satisfaction of ATM Cards can only accrue to adopters in Nigeria when barriers to their diffusion and adoption are identified. The Diffusion of Innovation (DOI) theory was used in an attempt to model the use of ATM Cards in Nigeria, so that the progression of its use could be anticipated and fully catered for by banks. Although the application of the theory had been tested in previous studies there is a need for it to be applied locally using a recently introduced technology, such as ATM Cards in Nigeria. The use of the theory is vital as there is a requirement for more information that could add to existing research. Furthermore, there appears to be a dearth of information concerning diffusion studies on ATM Cards in Nigeria using the DOI model. Accordingly, this could reveal areas that require further research, and provide answers to hitherto obscure questions concerning ATM adoption and diffusion. 1.2 STATEMENT OF THE PROBLEM

Which came first the chicken or the egg? A similar question can be posed about the influence of technology and the changes taking in the alternatives suggested are probably not as clear-cut as that. In the banking industry. “Are these changes being driven by technology?” Or is the propensity for change derived from market forces? We may never know the answer, even if there is one, for the alternatives suggested are probably not as clear-cut as that it maybe for example, the changes in the market forces are inextricable entwined what is important is that technology should be able to keep abreast of the market requirements and, where possible technological development taking place now can anticipate future market needs. 1.3 OBJECTIVES OF THE STUDY

The major objective of this project is directed towards the achievement...
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