Effects of Customer Experience on ATM Refund System for Failed Transactions: A Study of Deposit Money Banks in Maiduguri, Borno State Nigeria

Abstract

This paper examines the advent of technology brought with it relative ease with which the banking industry transact their businesses electronically without direct contact especially as it relate to their numerous customers. One of such intricate technology is the introduction of the ATM. This technology has made customer's access to their cash relatively easy as well safe their time from endless queues. The ATM machine soon gave rise to certain problems such as losses on customers being addressed in this research work. Again, the loss of cash due to failed transactions at ATM across the Metropolis. Some respondents argue that just like any other technology, this one does not work in isolation. There are other factors such as power, internet connectivity and so on needs to function optimally for ATM to deliver efficiently but while the argument goes on, customers are being affected negatively there by leading to apathy and discontent in the use of ATM especially in Maiduguri Metropolis .The research reveals that weak government policy on banks, illiteracy as well as non challant attitudes of customer care services is to blame for the dwindling use of ATM in the state.