Moderating Role of Waiting Time on the Relationship between ATM Cash Withdrawals and Customer Satisfaction in Selected Deposit Money Banks in Sokoto Metropolis, Nigeria.

Abstract

This study investigated the impact of Automated Teller Machine (ATM) services on customer 
satisfaction in selected deposit money banks in Nigeria, with a focus on the moderating role of 
waiting time. The research utilized a multi-stage sampling technique, including stratified and 
purposive sampling. PLS-SEM was employed to test the study's hypotheses. The findings revealed 
a negative and significant relationship between cash withdrawals and customer satisfaction. 
Additionally, there was a significant positive relationship between waiting time and customer 
satisfaction. Furthermore, waiting time was found to moderate the relationship between cash 
withdrawals and customer satisfaction. Based on these results, the study recommends that Deposit 
Money Banks (DMBs) in Sokoto metropolis ensure that their ATM machines are consistently 
stocked with cash to avoid hindrances or disruptions in cash withdrawals by customers. It is crucial 
for banks to ensure that their ATM machines are operational at all times and dispense cash 
promptly. Moreover, banks should review and improve the maximum withdrawal limit set for 
ATMs to enhance customer satisfaction. Addressing issues of debiting customers' accounts without 
dispensing cash is also important.  Lastly, deposit money banks are urged to ensure that all 
available ATM machines are functional, as this will significantly reduce customer waiting time 
and improve overall satisfaction.