Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

Abstract

The aim of the study is to identify the gaps within the literature in the area of customer satisfaction and the use of automated teller machine services in Nigeria. The research concurred with the scholarly researches that conceptualized customer satisfaction in to three dimensions 1) fulfillment of need 2) function of discontinuation 3) model of consumer behavior that changes over time. Some scholars measure satisfaction through; security, speed, ease of use, convenience, usefulness, accessibility etc. However, the study concurred with the researches that confirm automated teller machines as a computerized telecommunication device that enables the financial transaction to be performed publicly by the customer. Thus, the study conclude that the findings of previous researches are inconsistent or mixed result, hence, none of the researches review literature within the context of customer satisfaction and automated teller machine services.