PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES IN AUCHI METROPOLIS: A COMPARATIVE ANALYSIS

Abstract

This study investigated the perceptions of customers towards banking services in Auchi metropolis. The banking services examined include the quality of automated teller machine (ATM) services, mobile banking services, and customer services of three selected banks. Crosssectional survey research design was used and the banks involved were First Bank of Nigeria Plc, Guaranty Trust Bank Plc and United Bank for Africa (UBA). The population of the study consisted of all the customers of the selected banks. A sample of 150 each was taken from the banks to have a sample size of 450. Convenience sampling technique was used through the administration of questionnaires. Data collected were analysed using both descriptive and inferential statistical tools. The study's findings indicated that customers' perception towards ATM services, mobile banking services, and customer services of the selected banks were moderately high. Consequently, the study suggests that banks should invest in regular maintenance and upgrading of ATM infrastructure to minimize downtime and ensure machines are always stocked with cash.