keywords: ATM, ICT, bank tellers, technology integration, customer satisfaction
The integration of Information and Communication Technology (ICT) into the banking system and service provisions in recent times has contributed significantly to the overall growth of the banking sector. The adoption of technology has indeed changed many conventional approaches used in the system several decades ago and in particular, the way banks and their customers transact businesses. This study investigates the level of customer satisfaction as a result of integration of technology into the bank teller services. In order to achieve this central goal, a survey was carried out, which involve the use of questionnaire as the major instrument for data collection. This study was guided by the Diffusion of Innovation Theory and the questionnaire administered was carefully designed and distributed to some bank customers of 8 different banks within the Ilorin metropolis, Nigeria. Specifically, a sample population size of about 800 people took part in the survey. The data collected from the respondents were analyzed using Statistical Package for Social Sciences (SPSS). Hypotheses were formulated and tested using T-test, ANOVA and Duncan Multiple Range Test (DMRT). Findings from this study reveal some useful information which can further add an insight into the nature of awareness about the satisfaction and challenges being experienced by bank customers. Also, based on the findings from this study, some suggestions are recommended for sustainable development of banking system most especially in bank teller services.