CYBERNETICS COMMUNICATION: ANALYSIS OF AUTOMATED TELLER MACHINE (ATM) USAGE AND CUSTOMERS' SATISFACTION IN MINNA METROPOLIS OF NORTH-CENTRAL NIGERIA

Abstract

The activities of ATMs users continue with dissatisfaction and poor usability in the Minna Metropolis of North – Central Nigeria. The aim of the study is to provide education on cybernetics education in the area of Automated Teller Machines (ATM) and find out challenges that cause dissatisfaction and poor usage of the ATM facilities in this part of the

study was anchored on the Diffusion of Innovation Theory of Everette Rogers and Technology Acceptance Model of Fred Davies (1986). Using two (2) research questions, the study examined the role of the ATM in the financial inclusion of the Metropolis, activities that causes dissatisfaction of the use of the ATM and investigated solutions to the challenges in order to improve service delivery and bring satisfaction to the ATM users. The study used purpose sample to select ATMs of ten (10) banks and a sampling technique to sample 650 respondents. The study discovers that ATMs do carry out their roles of financial inclusion of the metropolis, criminal activities of the ATM that causes dissatisfaction and uncover solutions to solve the challenges. Conclusion and recommendations were made.