THE EFFECT OF AUTOMATED TELLER MACHINE USE ON CUSTOMER SATISFACTION IN BANKING A CASE STUDY OF BANK OF AFRICA EQUATORIAL BRANCH


For more Info, call us on
+234 8130 686 500
or
+234 8093 423 853

TABLE OF CONTENTS

DECLARATION ................................................................................................. i

APPROVAL ...................................................................................................... ii

DEDICATION .................................................................................................. iii

ACKNOWLEDGEMENT ................................................................................... iv

LIST OF TABLES ........................................................................................... vii

LIST OF FIGURES ........................................................................................ viii

ACRONYMS .................................................................................................... ix

ABSTRACT ...................................................................................................... X

(;}1~}>1r~~ ()Jq~ .•.•...•............•.............•.•..•.•...•............•.............................. 1

1.0 INTRODUCTION ........................................................................................ 1

1. 1 Background to the study ...................................................................... 1

1.2 Statement of the Problem ..................................................................... 2

1. 3 Purpose of the Study ............................................................................ 3

1.4 The Specific Objectives of the study were: ............................................ 3

1.5 Research Questions ............................................................................. 3

1. 6 Scope of the Study ............................................................................... 3

1.6.1 Content Scope/ Variable Scope ............................................................ 3

1.6.2 Geographical Scope .............................................................................. 3

1.6.3 Time Scope .......................................................................................... 4

1. 7 Significance of the Study ...................................................................... 4

CHAPTER TWO ......................................................................................... 5

2. 0 LITERATURE REVIEW ......................................................................... 5

2.1 Introduction ......................................................................................... 5

2.2 The Concept of ATM ............................................................................. 5

2.2.1 Evolution of ATM ................................................................................. 5

2.2.2 Operation of ATM ................................................................................. 6

2.3 Effectiveness of ATM ............................................................................ 6

2.4 The Concept of Customer Satisfaction .................................................. 7

2.4.1 Who is a Customer ................................................................................. 7

2.4.2 Importance of Customer satisfaction .................................................... 8

2.4.3 The relationship between ATM use and Customer satisfaction .............. 9

2.5 Conclusion ........................................................................................... 9

v

CHAPTER THREE ............................................................................ v •• ,. ••• 10

3.0 RESERCH METHODOLOGY ............................................................... 10

3.1 Introduction ....................................................................................... 10

3.2 Study Design ..................................................................................... 10

3.3 Area of Study ..................................................................................... 10

3. 4 Population ......................................................................................... 1 0

3.5 Sample Size and selection methods .................................................... 10

3.6 Data Collection Tools/ Methods ......................................................... 10

3.7 Data Management .............................................................................. 11

3.7.1 Data Processing ................... : ............................................................. 11

3. 7.1 Data Analysis ..................................................................................... 11

3.8 Limitations ........................................................................................ 11

CHAPTER FOUR ..................................................................................... 12

4.0 PRESENTATION, INTERPRETATION AND DISCUSTION OF FINDINGS

12

4.1 Introduction ....................................................................................... 12

4.2 Background characteristics of the respondents .................................. 12

4.3 Services offered by ATM ..................................................................... 14

4.4 Effectiveness of ATM services ............................................................. 15

4.5 Relationship between ATM services and customer satisfaction ........... 19

CHAPTER FI"E ....................................................................................... ~l

5.0 SUMMARY, RECOMMENDATIONS AND CONCLUSIONS .......................... 21

5.1 Introduction ............................................................................................ 21

5.2 Summary of findings ............................................................................... 21

5.3 Recommendations ................................................................................... 22

5.4 Conclusion .............................................................................................. 22

~EFEREriCE ...................•....................................................................... ~~

~l?J>ICJqi>ICE~ .......................................................................................... 2fi

QUESTIONARE .............................................................................................. 25

TIME SCHEDULE .......................................................................................... 29

BUDGET ....................................................................................................... 29

ABSTRACT This research study was carried out to obtain the impact of the use of ATM system of banking on customer satisfaction. Research on the use of ATM system of banking customer satisfaction remains unrepresented and is a growing area of interest. It further offered a controversial topic that ATM holders could engage in to further make sense of the different negative and positive effects of ATM use that exist, and how these directly influenced responses to gendered phenomena. It was therefore elicited significant constructions of results and hence was used as a vehicle to further add insight into the constructed nature of awareness about the customer services offered by ATM points to account holders, effectiveness of ATM service on account holders and the relationships between ATM services and customer satisfaction. This was achieved through the use of a sample of (40) ATM users of BOA Equatorial branch were selected. Through this method the information impacted the use of ATM system of banking on customer satisfaction. Data was analyzed using SPSS (statistical package for social sciences). The results were understood as largely; almost three quarters of the respondents rated the services offered by an ATM to be effective with withdrawal as the mam service offered by ATM, followed by checking of balances, while the statement/mini statement of account came third, and Cash or cheque deposit came last. The finding further depicts that more than half of the respondents were satisfied by the services offered by the ATM. This study thus shed light on the awareness of the ATM services to nature evident results in customer satisfaction in society and as a view point for banking industry by showing how quality services offered by ATM service points are essential and its relationship to customer satisfaction.

THE EFFECT OF AUTOMATED TELLER MACHINE USE ON CUSTOMER SATISFACTION IN BANKING A CASE STUDY OF BANK OF AFRICA EQUATORIAL BRANCH
For more Info, call us on
+234 8130 686 500
or
+234 8093 423 853

Share This
Payment Instruction
Bank payment for Nigerians, Make a payment of ₦ 5,000 to

Bank GTBANK
gtbank
Account Name Obiaks Business Venture
Account Number 0211074565

Bitcoin: Make a payment of 0.0005 to

Bitcoin(Btc)

btc wallet
Copy to clipboard Copy text

500
Leave a comment...

    Details

    Type Project
    Department Business Administration and Management
    Project ID BAM4837
    Fee ₦5,000 ($14)
    No of Pages 40 Pages
    Format Microsoft Word

    Related Works

    ABSTRACT This study sought to examine the impact of Automated Teller Machines (ATM) and customer satisfaction of United Bank of Africa (UBA) Kansanga Branch, Kampala, by analyzing the impact of time saving and accessibility of ATM services on customer satisfaction of United Bank of Africa (UBA) Kansanga Branch. A descriptive research study design... Continue Reading
    TABLE OF CONTENTS CHAPTER ONE: Introduction Background to the Study 1.2 Statement of Problem 1.3 Objective of the Study 1.4 Research Questions 1.5 Statement of Research hypothesis 1.6 Significance of the Study 1.7 Scope of the Study 1.8 Definition of key Terms CHAPTER... Continue Reading
    TABLE OF CONTENTS Title page Declaration Approval page Dedication Acknowledge Table of content Abstract CHAPTER ONE: Introduction 1.1        Background to the Study     1.2    Statement of Problem  1.3    Objective of the Study 1.4    Research... Continue Reading
    ABSRTACT: This study aims at investigating the satisfaction levels of customers with respect to various aspects of the service quality of ATMs in Nigeria and a problem of robbery and theft ,and also customers opinion on various other related issues such as inconvenient features while using the ATM. The study was carried out in lagos state with 100... Continue Reading
    ABSRTACT:  This study aims at investigating  the satisfaction levels of customers with respect to various aspects of the service quality of ATMs in Nigeria and a problem of robbery and theft ,and  also customers  opinion on various other related issues such as inconvenient features while using the ATM. The study was carried out in lagos state... Continue Reading
    IN ACCESS BANK NIGERIA PLC, KADUNA TABLE OF CONTENTS CHAPTER ONE: Introduction Background to the Study 1.2 Statement of Problem 1.3 Objective of the Study 1.4 Research Questions 1.5 Statement of Research hypothesis 1.6 Significance of the Study 1.7 Scope of the Study 1.8... Continue Reading
    TABLE OF CONTENTS CHAPTER ONE: Introduction Background to the Study 1.2 Statement of Problem 1.3 Objective of the Study 1.4 Research Questions 1.5 Statement of Research hypothesis 1.6 Significance of the Study 1.7 Scope of the Study 1.8 Definition of key Terms CHAPTER... Continue Reading
    CHAPTER ONE INTRODUCTION 1.1 Background to the study 1.2 Statement of the problem 1.3 Research Question 1.4 Objectives of the study 1.5 Statement of Hypotheses 1.6 Significance of the study 1. 7 Scope and Limitations of the study 1.8 Definition of Operational Terms CHAPTER TWO LITERATURE REVIEW 2.1 Introduction 2.2 Conceptual Framework 2.2.1... Continue Reading
    CHAPTER ONE INTRODUCTION 1.1 Background to the study  1.2 Statement of the problem  1.3 Research Question  1.4 Objectives of the study  1.5Statement of Hypotheses  1.6 Significance of the study  1. 7 Scope and Limitations of the study  1.8Definition of Operational Terms  CHAPTER TWO  LITERATURE REVIEW 2.1Introduction  2.2Conceptual... Continue Reading
    The research was can-ied out with the main objective of finding out the impact of ATMs on customer satisfaction in Crane Bank Uganda. This study focused don four research questions. 1. To find out the impact of ATMs on Customer Satisfaction 2. To find out the relationship between ATMs and customer satisfaction. 3. To find out the challenges faced... Continue Reading
    Call Us
    whatsappWhatsApp Us