Customers’ Trust In The Use Of Automated Teller Machine (Atm) Services In Sokoto State, Nigeria
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Date
2015-08
Authors
Bello Bada, Abdulrahman
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Abstract
This thesis investigated customers’ trust in the use of ATM services in Sokoto State,
Nigeria. The study used Giddens’ and Simmel’s Theory of Trust to explore how
security, privacy, intention behavior, actual usage, attitude towards behavior,
perceived usefulness and ease of use affect bank customers’ trust in the use of ATM
services in Sokoto State, Nigeria. The specific objectives sought to: describe the
level of customers’ trust on banks in the use of ATM services; examine the
relationship between bank customers’ trust in the use of ATM services; identify
factors that predict bank customers’ trust in the use of ATM services; and determine
differences in bank customers’ usage of ATM services among five banks under study
in Sokoto State, Nigeria. Cross sectional research design was used for this study and
data was collected using questionnaire distributed to 300 customers of: Guaranty
Trust Bank, Eco Bank, First Bank, Mainstreet Bank and Zenith Bank. Descriptive
statistics explored customers’ level of trust, correlation analysis tested the
relationship between bank customers’ trust in the use of ATM services; multiple
regression identified factors that predict bank customers’ trust in the use of ATM
services; and Analysis of Variance (ANOVA) tested differences on bank customers’
usage of ATM services among the five selected banks. The results showed
interpersonal relationship have high level of customers’ trust on bank, its products
and services (ATM), thereby concurring with Giddens’ Theory on facework
commitment to trust in an organization. There was positive correlation between all
the variables used to measure customers’ trust, thereby rejecting the theories of the
study; while attitude towards behavior was the most predicting factor towards customers’ trust in the use of ATM services, also, rejecting the theories of the study.
One major finding showed security had no effect on ATM use among bank
customers, thus contradicting existing literature, which shows that security affects
bank customers’ trust in the use of ATM services while concurring with the theories
of the study. There was also significant difference between Zenith, Mainstreet and
Eco banks on perceived usefulness, attitude towards behavior, actual usage and trust
in the use of ATM services. Meanwhile there was no difference between Guaranty
Trust, Zenith, First, Eco and Mainstreet banks customers on security, privacy,
intention behavior and perceived ease of use in the use of ATM services.
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Social sciences