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 crucial determinant of customer trust and satisfaction in the banking industry. First Bank of Nigeria has long maintained an extensive ATM network to provide accessible and efficient cash withdrawal services. Between 2023 and 2025, the bank has invested in upgrading its ATM infrastructure through hardware improvements, real-time monitoring systems, and proactive maintenance protocols (Adeniyi, 2023; Okeke, 2024).
Reliable ATM services are essential for ensuring that customers can perform transactions quickly and securely, which in turn reinforces their trust in the bank. The bank’s strategic focus on enhancing ATM reliability has led to a reduction in service downtimes and improved transaction speed, resulting in a better overall customer experience. Moreover, the integration of predictive maintenance technologies has allowed First Bank to anticipate potential issues and address them before they affect service. These efforts contribute significantly to customer retention and the bank’s reputation for operational excellence (Chinwe, 2023).
Despite these advancements, challenges persist. Variability in network connectivity, regional infrastructural disparities, and inconsistent maintenance practices can result in occasional service disruptions that erode customer confidence. Customers who experience repeated ATM failures may question the bank’s ability to provide reliable financial services, potentially leading to a loss of trust and a shift to competitors. This study aims to investigate the impact of ATM service reliability on customer trust by analyzing performance metrics, customer satisfaction surveys, and qualitative feedback from users, with the goal of identifying actionable strategies to enhance service reliability and reinforce trust in First Bank of Nigeria’s ATM network (Ibrahim, 2025).
Statement of the Problem:
Despite ongoing efforts to improve ATM reliability, First Bank of Nigeria faces challenges that negatively impact customer trust. Frequent instances of ATM malfunctions, extended downtimes, and regional service inconsistencies have been reported by customers, leading to frustration and diminished confidence in the bank’s ability to provide reliable financial services (Okeke, 2024). These issues are particularly evident in areas with poor network infrastructure, where service disruptions are more common. The variability in ATM performance undermines the overall customer experience and may prompt users to seek alternative banking solutions. Moreover, delays in addressing technical issues exacerbate customer dissatisfaction, further eroding trust.
The bank’s inability to ensure consistent, reliable ATM performance threatens its competitive positioning in a market where customer trust is paramount. This study seeks to identify the key factors contributing to ATM service unreliability and assess their impact on customer trust, with the aim of recommending strategies to improve performance and restore confidence.
Objectives of the Study:
To evaluate the impact of ATM reliability on customer trust at First Bank of Nigeria.
To identify factors contributing to ATM service variability.
To recommend strategies for improving ATM reliability and customer satisfaction.
Research Questions:
How does ATM reliability affect customer trust?
What factors contribute to inconsistent ATM performance?
What measures can enhance ATM service reliability?
Research Hypotheses:
H1: Higher ATM reliability is positively correlated with customer trust.
H2: Infrastructure and connectivity issues negatively impact ATM performance.
H3: Standardized maintenance protocols improve service reliability.
Scope and Limitations of the Study:
This study focuses on First Bank of Nigeria’s ATM network from 2023 to 2025. Limitations include regional infrastructural disparities and potential biases in customer surveys.
Definitions of Terms:
ATM Service Reliability: The consistency and dependability of ATM performance.
Customer Trust: The level of confidence customers have in a bank’s services.
Network Connectivity: The quality of communication networks that support ATM operations.
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