Bank ATM users’ perceptions towards ATM service quality: A structural equation modelling approach

Shamsuddeen Suleiman and Yasir Abdulkadir
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Shamsuddeen Suleiman: Department of mathematical sciences, Federal University, Dutisin-Ma, Katsina State, Nigeria
Yasir Abdulkadir: Department of Mathematics and Statistics, Faculty of Natural and Applied Sciences, Umaru Musa Yar’adua, University, Katsina, Nigeria

International Journal of Research and Innovation in Social Science, 2022, vol. 6, issue 5, 140-145

Abstract: This measured ATM users’ service quality perceptions and subsequently examined the relationship between service quality and customer satisfaction in the context of conventional banking system in Nigeria using structural equation modelling approach. The study adopts survey research in which questionnaires are randomly administered on customers of five banks randomly selected for the study Access Bank Plc, Fidelity Bank Plc, First Bank of Nigeria Plc, Guarantee Trust Bank Plc and United Bank of Africa Plc. Confirmatory factor analysis (CFA) was used to measure the relationships between the constructs and the indicator variables. The results of CFA retained all the indicator variables. The findings of the study also indicated that there is a strong positive relationship between ATM service quality and customer satisfaction in Nigerian banking sector.

Date: 2022
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