Assessing Customer’s Perception of Network Failure on Automated Teller Machine (ATM) Technologies
Publication Date: 29/12/2018
Author(s): Mohammed Ndaliman Abubakar, Fatima Larai Alkali.
Volume/Issue: Volume 1 , Issue 1 (2018)
Abstract:
Network failure is inevitable in every service organization. Though, network failure could affect customer satisfaction and re-patronage intentions negatively, it could also provide opportunities for service firms to prove their responsive ability (network recovery efforts), which in turn can surprise, and satisfy customers more than ever. Thus, this study assesses customers’ perceived rate of network failure on automated teller machines in Minna, metropolis. The study is basically a survey research and relied on consumer’s perceptions within Minna and its environs as the population of the study. The questionnaire instrument was used to generate data from 200 consumers (being the sample size), and the data was subsequently analyzed using descriptive statistics. The study finds that there is perceived high network failure rate among the Automated Teller Machines (ATM) in Minna. The study also finds that most of the banks network recovery management is has been good and satisfactory. The study, therefore, recommends that banks should purchase high quality technologies that will aid faster and rapidly response to customer complaints resulting from network failure to minimize customer’s frustrations assessing ATMs.
