Challenges in the Era of Globalization - iaabd

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Proceedings of the 12th Annual Conference © 2011 IAABD considering the case of automated teller machines (ATMs) by banks. If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase since customers will be able to access their bank accounts from any geographic location they want. This was also supported by Milne (2006). Athanassopoulos (2000) in his study proposed an instrument of customer satisfaction in retail banking services in Greece. The empirical results confirmed that customer satisfaction is a function of service quality, price, convenience and innovation. By using logistic regression analysis and techniques for qualitative research, he summarized that the segments of business and individual customers exhibited statistically significant differences in terms of satisfaction scores. There is however a dearth of empirical studies on the services of Automated Teller Machines on customers’ satisfaction in the Nigerian banking industry and this study was carried out to fill this gap. Moreover, Xiao and Dasgupta (2002) carried out a study on the measures of user satisfaction with information systems technology in a web-based environment and made use of the End-User-Computing- Satisfaction (EUCS) Model developed by Doll and Torkzadeh (1988). They suggested that a valid measure of user satisfaction could be achieved with a modification of the EUCS model to include other variables (such as privacy and security), aside from the original five variables developed by Doll and Torkzadeh (1988) which were content, accuracy, format, ease of use, and immediate delivery of service/timeliness. This study thus sought to improve on the EUCS model by developing another model, referred to as Technological Innovation Satisfaction Model (TISM), and making use of variables such as privacy, security, accuracy, accessibility, ease of use, reliability, and immediate delivery of service/timeliness to measure the level of customer satisfaction derivable from the use of IT innovations, in other to ensure a more reliable research model. Research Methodology The study was conducted in Lagos State and Abuja, Nigeria. The selection of these states was based on the fact that out of the 24 post-consolidated banks in Nigeria, 23 banks have their headquarters located in Lagos; Spring Bank has its headquarters located in Abuja. Sample Size and Sampling Procedure The population for this study is infinite. It consists of all the customers of the 24 post-consolidated banks in Nigeria. Systematic sampling technique was thus used in selecting 25 customers from each of the headquarter branches of the banks to ensure an even spread over the population. The number of customers coming to a bank in a day cannot be pre-determined, consequently, a number 3 was picked randomly between figures 1 and 5, meaning that the 3 rd customer to arrive at the banking hall on the day the respondents were to be selected for the study, was one of the prospective respondents. Subsequent respondents were then selected by adding 5 each time respondents were to be picked. Thus, the 3 rd customer was followed by the 8 th customer to arrive, which was then followed by the 13 th customer, and so on until the 25 customers needed for the study were picked. Whenever the 25 customers were not selected in a bank the first day, the process was continued the second day. This was done for each of the post-consolidated bank in Nigeria. In-depth interviews was also conducted on two purposively selected workers of the customer care units of each of the banks, bringing the number of workers that were interviewed to forty-eight. Measurement of Variables The variables of the study were measured on Likert and Nominal Scales. The dependent variable, customer satisfaction, was measured using the variables privacy, security, accuracy, accessibility, ease of use, reliability, and immediate delivery of service/timeliness, based on the Technological Innovation Satisfaction Model (TISM), which was adapted from the End-User-Computing-Satisfaction (EUCS) model developed by Doll and Torkzadeh (1988). The independent variable, technological innovation, was measured using the availability of ATMs. 520
Challenges in the Era of Globalization Edited by Emmanuel Obuah Research Instrument A carefully constructed questionnaire was the research instrument used for this study. The questionnaire consisted of two sections: Section One contained items which were used to identify the factors that determined customers’ usage of ATMs while Section Two contained a 7-item structured question on a 5point Likert Scale to assess the level of satisfaction experienced by customers using ATMs. Data Analysis Technique Data obtained from this study were analysed using both descriptive and inferential statistical tools. Frequency tables, graphs and simple percentage analysis were used to identify the factors that determine their usage and assess the level of satisfaction experienced by customers using ATMs in the Nigerian banking industry. Chi-square Analysis inferential statistical technique was used to test the hypotheses postulated for the study. Data Analysis and Findings A total of six hundred (600) questionnaires were administered to customers of twenty-four (24) banks; twenty-five (25) customers were selected from each of the headquarter branch of the 24 post-consolidated banks. Five hundred and eighty-eight (588) questionnaires were retrieved, giving a response rate of 98%. Table 1 shows the percentage distribution of the respondents across the banks covered by the study. Table 1: Percentage Distribution of Questionnaires Returned from each Bank Banks Number of Questionnaires Returned from each Bank Percentage Rate (%) Response Access Bank 25 100 AfriBank 24 96 Bank PHB 25 100 CitiBank 24 96 Diamond Bank 25 100 Eco Bank 23 92 Equatorial Trust Bank (ETB) 25 100 Fidelity Bank 25 100 First Bank 24 96 First City Monument Bank (FCMB) 25 100 First Inland Bank 25 100 Guaranty Trust Bank (GTB) 25 100 Intercontinental Bank 25 100 Oceanic Bank 25 100 Skye Bank 25 100 Spring Bank 25 100 Stanbic IBTC Bank 25 100 Standard Chartered Bank 25 100 Sterling Bank 25 100 Union Bank 25 100 United Bank for Africa (UBA) 25 100 Unity Bank 24 96 Wema Bank 20 80 Zenith Bank 24 96 TOTAL Source: Field Survey, 2010 588 98 521
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Challenges in the Era of Globalizat
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Table of Contents Challenges in the
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Lennart Bangens, Goteborg, Sweden C
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Local Steering Committee Jacob Musi
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Track 1: Accounting, Finance, and I
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Abstract Challenges in the Era of G
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Abstract Determinants of Bank Lendi
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Empirical Results Challenges in the
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Table 3 Determinants of Competitive
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Research Findings Challenges in the
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Abstract: Study on Africa Governmen
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Abstract Challenges of Oil Revenue
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Abstract Land Based Sources of Poll
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Abstract On the Mitigation of Rever
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Assessment of pollutants in nigeria
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Figure 1: Lagos off shore survey po
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Table: Model Fitness Regression Sta
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Conclusion Challenges in the Era of
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37. Provision of sound education fo
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The cost structure Challenges in th
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Empirical Analysis Challenges in th
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Variable Coefficient Std. Error t-S
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Abstract The Changing Requirements
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The Model, Data and Variable Defini
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Track 8: Gender and Economic Develo
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Empirical results Challenges in the
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Abstract Gender, poverty and sustai
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Figure 1.1: Spread of directorships
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Theoretical Framework Challenges in
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Single 18.1 Masters and above 35.3
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Source: Field survey, 2010 Table 3:
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Track 9: Global Studies and Politic
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Conceptual Definitions Challenges i
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Conclusions and Implications Challe
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Abstract Exploring Organisational R
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district hospitals: Evidence from N
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Defining the Organisational Culture
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Table 1: A Summary of Operating Ban
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Banks in Ghana Challenges in the Er
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References: Challenges in the Era o
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Figure 5: Causal loop diagram inclu
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The study seeks to: • examine typ
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Figure 2: Customer Perception of MT
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Relationship Commitment Total 1264.
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Factor Item Loading Imaginative 0.4
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Figure 1: Components of Data Analys
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Abstract Marketing Nigerian medicin
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References Challenges in the Era of
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Conclusion Dissatisfied 6 3.4 3.6 7
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Abstract Customer satisfaction with
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Methodology Challenges in the Era o
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Discussion Challenges in the Era of
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GOVERNMENT MoFED SECTORS Structure
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Football Spectatorship Challenges i
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