Research has shown that ATMs provide an extremely useful
service to customers but the machine is characterized by several service
quality inadequacies, and at times it can be very frustrating to use.
Consequently, this study investigated socio-demographic factors and
service quality dimensions as determinants of ATM usage in Lagos State,
Nigeria. A questionnaire was used to collect data from bank customers who
use ATM and the data were analysed using General Linear Model (GLM)
and multiple regression. The results from the analyses reveal that sociodemographic factors, such as age, education, and income, influence ATM
usage, while gender and occupation do not influence ATM usage. The study
also revealed that all the service quality dimensions identified in the study
have a significant positive influence on ATM usage. When the joint effect of
socio-demographic factors and service quality dimensions on ATM usage
was assessed, it was found that service quality had a greater influence on
ATM usage than socio-demographic factors