THE IMPACT OF AUTOMATED TELLER MACHINES ON CUSTOMER SATISFACTION AND BANK PROFITABILITY

Technology has accelerated service delivery, prompting its adoption in commercial banks, which play a pivotal role in the growth of the financial industry. Automation, particularly through Automated Teller Machines (ATMs), bridges the gap between banks and customers by enhancing service efficiency and operational effectiveness. Despite these advantages, system failures and staff incompetence sometimes result in delays, affecting customer satisfaction. This study investigates the impact of ATM usage on customer satisfaction and the profitability of commercial banks in Nigeria. Using a quantitative approach, data were collected from selected customers and bank staff in Maiduguri, Borno State, via a structured, close-ended questionnaire. The responses were analyzed using descriptive statistics. Findings indicate that ATM adoption has significantly contributed to banking operations, improved customer satisfaction, and enhanced the profitability of commercial banks in Nigeria. The study recommends that future research employ qualitative methods to explore the lived experiences of bank staff and customers regarding ATM usage.