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.
Customer satisfaction is a critical success factor in the service sector and it is one of the important marketing metrics. Satisfying the needs of customers is very important for the survival and continued existence of businesses especially hotel services. The purpose of this study is to examine the relationship between service quality dimensions and customer satisfaction with respect to hotel services in Osun State, Nigeria. A questionnaire was used to obtain data for the study. Six hundred and twenty - four (624) copies of the questionnaire were administered, but six hundred (600) representing ninety - six per cent (96%) were returned and used for the analysis. The data collected were analysed using descriptive statistics and multiple regression analysis. It was found that responsiveness is the most highly rated service quality dimension (82.3%, mean = 4.30, SD =0.05), while empathy has the lowest perception value (65.6% mean = 4.11, SD =0.06). The result also revealed that majority of the customers (70.9%), were satisfied with the hotel services in Osun State. Furthermore, it was discovered that the five service quality dimensions have a significant positive relationship with customer satisfaction. The study clearly showed that service quality plays an important role in customer satisfaction with hotel services. Therefore, managers should give more attention to the five (5) service quality dimensions namely: tangibility, reliability, responsiveness, assurance and empathy.
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.
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