Adoption and usage of automated teller machine services installed by banks in Nairobi

Abstract

After decades of its introduction in the developed world Automated Teller Machine services cannot be said to be fully appreciated and used by residents in the City of Nairobi. This study therefore sets out to establish its acceptability, adaptability and usage after its introduction as an alternative to over-the-counter banking service. This research was carried out by the use of an exploratory survey as studies on adaptation and usage have not been carried out before. Questionnaires were administered through judgmental sampling and its findings analysed with the help of the SPSS Computer package. In summary its result was that the adaptability of Automated Teller Machine services is good. Concerns were however raised on the limited range of service offering that is currently being made available to its customers by the Banks, the security around its usage, the trust about correctness and likely fraudulent transactions and also the numbers and spread of the Automated Teller Machines within and without the city. Grey areas and information gaps also exists on the range of services currently available that the residents of Nairobi can enjoy from the Automated Teller Machines, Recommendations have therefore been made which includes inter alia the increase of the range of service offerings beyond what is currently available, eradication of customers ignorance on what is being offered and how they can benefit from the full utilization of what is currently available, improving customer convenience through numbers and location spread of the machines and making the physical environment more pleasant and secure. Suggestions for further study were also made. research could be undertaken on how these machines could be used to contribute towards further improvements of living conditions and standards of Nairobians both within and without the operations of the banking industry which pioneered their introduction and on how to improve upon the unfavorable perception of insecurity, distrust, and the unavailability of the service at customers demand.