Book

Description

The introduction of Automated Teller Machine (ATM) by the banking sector has tremendously revolutionized the effectiveness of services rendered by financial institutions in Nigeria. In an attempt to make financial transactions more effective and convenient, Nigerian banks have aggressively promoted the use of ATM cards. The users of ATM have different kinds of experience which form and underscore their judgement about this technology on whether it is satisfactory or frustrating. User experience (UX) which is seen as a person perceptions and responses that result from the use and anticipated use of a product, system or service, plays a very important role in bank loyalty and customer retention. The objective of this paper was firstly to ascertain what the experience of ATM users is like in Nigeria, second, to find out the extent of the experience of ATM users in Nigeria and third, to determine the effect of the user experience of ATMs in Nigeria on bank loyalty and customer retention. In addition, this paper employs a systematic literature review methodology in the review of relevant papers. The results show the various experiences of ATM users in Nigeria and how their experiences impact on bank loyalty and customer retention.