The effect of ATM service reliability on customer trust in banking: a case study of First Bank of Nigeria
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Background of the Study
ATM service reliability is a critical factor in maintaining customer trust and satisfaction in banking. First Bank of Nigeria has long relied on its extensive ATM network to provide customers with easy access to cash and other banking services. Between 2023 and 2025, the bank has focused on enhancing the reliability of its ATMs by upgrading hardware, implementing real-time monitoring systems, and optimizing maintenance protocols (Adeniyi, 2023; Okeke, 2024). Reliable ATM services are essential for ensuring that customers experience seamless transactions, thereby reinforcing their trust in the bank.
A dependable ATM network minimizes disruptions in service delivery and reduces the likelihood of operational errors that can lead to customer dissatisfaction. First Bank’s strategic investments in predictive maintenance and digital monitoring tools have aimed to preempt issues before they affect service. These efforts not only improve transaction speed but also contribute to a positive customer experience by ensuring that funds are readily accessible. The bank’s commitment to maintaining a high standard of ATM performance is vital in a competitive market where customer loyalty is closely tied to service reliability (Chinwe, 2023).
However, achieving uniform ATM reliability across all locations remains challenging. Variations in network connectivity, differences in maintenance practices, and regional infrastructural constraints can lead to inconsistencies in ATM performance, potentially eroding customer trust. This study seeks to investigate the effect of ATM service reliability on customer trust in First Bank of Nigeria by analyzing transaction performance data, downtime records, and customer satisfaction surveys. The goal is to identify the factors that compromise ATM reliability and develop actionable recommendations to enhance overall service consistency, thereby boosting customer confidence and loyalty (Ibrahim, 2025).
Statement of the Problem :
Despite continuous efforts to improve ATM service reliability, First Bank of Nigeria still faces challenges that undermine customer trust. Customers have reported frequent instances of ATM malfunctions, prolonged downtimes, and slow transaction processing, particularly in areas with poor network connectivity (Okeke, 2024). These issues contribute to a negative customer experience and prompt dissatisfaction, which may result in customers seeking alternative banking solutions. The inconsistency in ATM performance across different regions further exacerbates the problem, as some customers experience reliable service while others encounter recurring issues.
Moreover, the bank’s ability to quickly detect and resolve ATM malfunctions is hampered by legacy systems and inadequate integration of modern monitoring tools. This leads to delays in addressing technical problems, thereby increasing the likelihood of repeated service failures. Such operational shortcomings not only affect transaction speed but also erode the overall trust that customers place in the bank’s ability to provide secure and efficient financial services.
There is a pressing need to evaluate the relationship between ATM service reliability and customer trust, identify the key factors that contribute to service inconsistencies, and propose solutions to enhance ATM performance. This study will focus on analyzing performance metrics and collecting customer feedback to develop targeted strategies aimed at improving reliability and, in turn, restoring and enhancing customer trust in First Bank of Nigeria’s ATM network.
Objectives of the Study:
To evaluate the impact of ATM service reliability on customer trust.
To identify the key factors causing ATM performance variability.
To recommend strategies for improving ATM reliability.
Research Questions:
How does ATM reliability affect customer trust?
What factors contribute to inconsistent ATM performance?
What measures can enhance the reliability of ATMs?
Research Hypotheses:
H1: Higher ATM reliability correlates with increased customer trust.
H2: Infrastructure and connectivity issues negatively impact ATM performance.
H3: Standardized maintenance protocols improve overall service reliability.
Scope and Limitations of the Study:
This study examines First Bank of Nigeria’s ATM network from 2023 to 2025. Limitations include regional infrastructural disparities and potential response biases.
Definitions of Terms:
ATM Service Reliability: The consistency of ATM performance in processing transactions.
Customer Trust: The confidence customers have in a bank’s service quality and reliability.
Network Connectivity: The quality of communication networks supporting ATM operations
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