any organization’s survival constant maintenance of customer relationship is
vital. One of the modern ways of enhancing this effectiveness is the use of
automatic taller machine other wise know as branchless banking. Although the
usage of this machine is too mechanical. For the purpose of collecting and
secondary source of data collection was used. To this end, for any organization
to maintain and facilitate effective customer relation in banking industry
automatic teller machine adoption is the answer.
TABLE OF CONTENT
Background to the study
Statement of problem
Aims and objective of the study
Significant of the study
Scope of the study
Limitation and constraint to the study
The meaning of automatic teller machine
Rational for the introduction of A.T.M
Uses of A.T.M to business organization
The benefit of A.T.M to business
The short comings of A.T.M
Research population and sample
Data collection instruments
Administration of instruments
Method of data analysis
Data Presentation and Analysis
Brief history of A.T.M into diamond bank
Reasons for introduction A.T.M into
diamond bank operation
Objective of introducing A.T.M into
diamond bank operation
The importance of A.T.M to customer
relations in diamond bank
Effects of A.T.M operation on diamond
Constrain to effective A.T.M operation
in diamond bank
Summary, Conclusion and Recommendations.
Summary of Findings
BACKGROUND TO THE STUDY
The company’s effort at prevailing among
thousand of competitors is surrounded by a number of strategies. Among this
strategy is effective customer relation customers are the centre-pieces of any
production outfit is goods based or services based. If there are no customers
either existing or prospective there will not be the needs for productive
activities talk less of creativity, inventions or innovations.
For any company to succeed and survive
in this dynamic and ever changing environment, it must confirm and adapt to the
change in other to compete effectively. One of the changes in the environment
is the improvement in information technology, among which is automatic teller
machine (A.T.M) that reduce the stress of compulsory visitation to bank’s
As someone said ‘‘a good marketer,
particularly of financial services products must be conscious of good consumers
relation with adequate consideration of consumers need so as to perfect the
ways and means of satisfying such needs. in order to satisfy the needs of
consumer without stressing them. (the customers) banks in the banking industry
realized that effective distribution of service is the key ingredient to
survival. Thus, lead to the introduction of A.T.M an accretion for automatic
teller machine with the following features and benefits in other to maintain
customer relationship and loyalty.
Balance enquires through the A.T.M
Printing of mini statement from the
Transfer within your related accounts
you can withdraw as many time as you
wish subject to the daily limit
No charge on withdrawals through the
Availability of clean cash at all times
doubt, the adoption of A.T.M in banking industry will leads to maintenance of
customer relationship which will in-turn leads to the following.
Enhancing repeat sales thereby
increasing total revenue grossed by salesman.
A satisfied customer is a willing albeit
unconscious but additional promotional tools for the sales man.
1.2 STATEMENT OF PROBLEM
In any research work, certain problems
are usually identified for the study to solve. It is the way a problem is
identified that governs the ability of decision makers to search and identify
this regard, below are the studies.
To identify the significance of automatic
teller machine to enhancing customer relationship in banking industry.
What attitude does prospective customers
stand to have towards the usage of A.T.M (automatic teller machine)
To identify same problems that confront
customer in the application of A.T.M as well as the possible solution.
To know the likely view of existing
customer towards the application of A.T.M in banking industry.
1.3 AIMS AND
research work will be useful for practical purpose, which shows the
significance of A.T.M in enhancing customer relations in banking industry other
aims of the study are.
To examine the significance of automatic
teller machines in enhancing customer relation in the banking industry.
To highlight the likely benefit of
automatic teller machine both to firms and customer of the banking industry.
To carryout investigation on the effect
of automatic teller machine as a tool for gaining more market in the banking
To know the effective of A.T.M as one of
the strategies for combating competitor in the Nigeria banking industry.
OF THE STUDY.
Apart from the benefit that the
researcher stands to gain, this study is also benefit to the following group
The research: This study is significant
or beneficial to the researcher as it is one of the pre requisites or requirement
for the awards of higher national diploma (HND) in marketing. Also it enriches
the knowledge of the researcher through different consultations.
The case study: The research work is
equally of immense benefit to diamond bank plc in knowing the rational of
adopting the techniques of using the A.T.M
It is significant to all firms in
banking industry. This is because virtually all firms in the industry
to adopt similar but related strategies regardless of the location and
and recommendation in this study regards the significance of ATM in exchanging
customer relation can be useful to all firms in the industry.
It is equality of immense benefits to
customer in order to know the likely benefit that could be derive through ATM.
With ATM customer stress is reduce up to the bears minimum and ability to cash
new notes without any changers.
OF THE STUDY
this study is limited to the significance of automatic teller machine in
enhancing customer relation in Nigeria Banking industry.
this study is expected to cover the areas where automatic teller machine is
located as it can not be found present I every nooks and corner of the towns .
this research work will be limited to banking industry with emphasis of diamond
bank Plc, 95 one of the firms in the industry
scope –this study is expected to cover the period of writing these projects
that is second semester 2005/2006 session.
AND CONSTRANTS TO THE STUDY
speaking, all areas of human Endeavour are characterized by some hindevonces a
research work of this nature is therefore of no exception
this study, the following are the inciting factors.
Constraints: This stand as a big barrier as a lot
of many were required in gathering relevant data which could have jeopardize
the full success of this study. Yet, with the assistance of parents, family
Factor: this is another bottle neck to the study, because
a lot of sacrifice has to be made due to the fast nature of school calendar
coupled with assignments and other academic work. Only a small portion has to
be scheduled for the work
Secrecy: the principal limitation encountered in this study
is in respect of data collection, as different names were given to relevant
data such as ‘‘top secret” confidential”
untouchables” out of bound” e.t.c
all the above stated limiting factors the researcher is of hope that, the
research will achieve it’s arms aims and objective with been bias.
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