QUEUING EFFICACY OF AUTOMATED TELLER MACHINES OPERATIONS ON MARKET PERFORMANCE OF SELECTED DEPOSIT MONEY BANKS IN RIVER STATE, NIGERIA

Abstract

Generally, this study examines the queuing efficacy of ATMs operations on market performance of selected deposit money banks in Rivers State. Specifically, the study investigates how queuing efficiency affects customers’ patronage of money deposit banks in River State. Data were collected from selected ATM users at urban centres in River State. Descriptive and inferential statistics was used to discuss the findings which explain that Queuing Efficacy will increase customers’ patronage of banks in River State. The result presented shows that Queuing Efficacy had a positive relationship with customers’ patronage which its relationship was statistically significant at p = .000 [R = .267, p <.05]. This indicates that service rate and customers’ patronage move in the same direction, that as service rate increases, customers’ patronage also increases. The model R2 (coefficient of determination) was 0.071 indicates that service rate explained 7.1% of the variance observed in customers’ patronage. Keywords: Customer Loyalty, Self Efficacy and Market Value Ratio.