IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v6y2022i5p140-145.html
   My bibliography  Save this article

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Shamsuddeen Suleiman & Yasir Abdulkadir, 2022. "Bank ATM users’ perceptions towards ATM service quality: A structural equation modelling approach," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(5), pages 140-145, May.
    • Handle: RePEc:bcp:journl:v:6:y:2022:i:5:p:140-145
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-6-issue-5/140-145.pdf
    Download Restriction: no
    File URL: https://www.rsisinternational.org/virtual-library/papers/bank-atm-users-perceptions-towards-atm-service-quality-a-structural-equation-modelling-approach/
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:6:y:2022:i:5:p:140-145. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.