| dc.description.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. | en |
