EFFECT OF POS (POINT OF SALE) TERMINAL SERVICE QUALITY ON CONSUMERS SATISFACTION IN COMMERCIAL BANKS: A CASE STUDY OF (FCMB) FIRST CITY MONUMERNT BANK

Abstract

The study investigated the effect of POS (Point of Sale) terminal service quality on consumers satisfaction in commercial banks - a case study of First City Monument Bank (FCMB).  The specific objectives were to ascertain the efficiency of point of sale services in enhancing customers satisfaction among commercial bank users, determine if availability of point of sale service delivery channels bring about customer satisfaction, and to examine whether customers’ reliance on point of sale services  delivery channels bring about customers satisfaction. A sample size of 132 was used . Findings from the study showed that the speed of e-banking  transactions was commendable and it helps customers save time by carrying out their transactions quickly without having to queue up and to make use of paper documents.  The study recommended that Management of financial institutions should ensure that all the dimensions in a service quality program be strictly followed and implemented effectively, Managers from various banks should continuously measure and improve the level of customer satisfaction using P.O.S service  in order to maintain competitive advantage in the market place also, Banks should ensure that customers are not over charged.