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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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
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