A survey on the challenges facing the users of automated teller machines in the banking industry in Nairobi

Abstract

The use of Automatic Teller Machines (ATMs) has become prevalent in the current banking industry. Due to the competitive nature of this industry. almost every bank is embracing ATMs to increase its competitiveness. This study tries to identify the various challenges faced by the customers as they use the ATM Machines and to establish possible remedies for mitigating the identified challenges. The research was carried out through a descriptive design. This study included surveys and fact-finding enquiries of different kinds. The sample in this study consisted of 180 respondents who are users of ATMs within major banks in Nairobi. The data collected was analyzed by use of frequency tables and percentages. From the study, the following challenges were identified as facing the users of the ATMs, queuing for long on the ATMs outlets, frequent system breakdowns, poor communication between the user and the machine, inability to question the machine, retention of cards by the machine, lack of proper security at the ATMs outlets, lack of proper training on the use of the machines, services are expensive, lack of enough knowledge on the use of the machines. If proper remedies are sought on these challenges the banking services would be greatly improved because it would lead to improved customer service and satisfaction.