Open AccessDeterminants of Automated Teller Machine Usage in Lagos State, Nigeria
Author(s) -
Salome Ighomereho,
Patrick Ladipo,
Bolajoko Nkemdinim Dixon-Ogbechi
Publication year - 2018
Publication title -
acta universitatis sapientiae. economics and business
Language(s) - English
Resource type - Journals
eISSN - 2360-0047
pISSN - 2343-8894
DOI - 10.1515/eb-2018-0005
Subject(s) - service quality , quality (philosophy) , service (business) , regression analysis , quality of service , computer science , business , telecommunications , marketing , machine learning , philosophy , epistemology
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.