<abstract xmlns="http://www.w3.org/1999/xhtml"><p>Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.</p></abstract>

Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

Department of Economics and Business Studies

Acta Universitatis Sapientiae, Economics and Business

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

{"article-title":"Determinants of Automated Teller Machine Usage in Lagos State, Nigeria"}

Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at...

Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

Published Online: Mar 04, 2019

Page range: 89 - 111

DOI: https://doi.org/10.1515/eb-2018-0005

Keywords
automated teller machine, socio-demography, service quality, usage, self-service

© 2018 Salome Ighomereho et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

Published Online: Mar 04, 2019

Page range: 89 - 111

DOI: https://doi.org/10.1515/eb-2018-0005

Keywordsautomated teller machine, socio-demography, service quality, usage, self-service

© 2018 Salome Ighomereho et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
automated teller machine, socio-demography, service quality, usage, self-service