UTILIZATION AND SATISFACTION OF AUTOMATED TELLER MACHINE (ATM) AMONG BANK CUSTOMERS. (A CASE STUDY OF GTBANK DUTSE BRANCH)

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Product Code: 00005989

No of Pages: 47

No of Chapters: 1 - 5

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ABSTRACT

The objective of this study was to assess the utilization and satisfaction of Automated Teller Machine (ATM) among customers of GTM Bank, Dutse branch. The study also tried to ascertain the importance of using ATM among the customers. It also hoped to ascertain he customers satisfaction on using the ATM service and the means in which the customers mostly use for withdrawing their money. Moreover the study examined the major challenges face by customers in using the ATM and proffer possible solutions to that effect. Four research questions were formulated to guide the study. The study adopted descriptive survey method which allowed the collections of data though questionnaire. The collected data was analyzed using simple percentages. It is discovered that using the ATM service was found to be very crucial among the customers of GT Bank Dutse branch. Long queening network failure inability of the machine to dispense cash and problem of debiting were among the major obstacles found by the study recommendations aimed at improving effective ATM service of GT Bank Dutse branch have been proposed.





TABLE OF CONTENT

Title page ................................................................................................................. i

Approval pages ……………………………………………………………………ii

Dedication ……………………………………………………………...…………iii Acknowledgement .............................................................. …………....…………iv

Table of content ....................................................................................................... v

Abstract


CHAPTER ONE

1.1 INTRODUCTION   1

1.2 BACKGROUND TO THE STUDY  1

1.3 STATEMENT OF THE PROBLEM    3

1.4 OBJECTIVE OF STUDY xi

1.5 RESEARCH QUESTIONS         3

1.6 SIGNIFICANCE OF THE STUDY      4

1.7 SCOPE AND LIMITATION OF THE STUDY       4

1.8 OPERATIONAL DEFINITION OF TERMS 


CHAPTER TWO

REVIEW OF RELATED LITERATURE   6

2.1 INTRODUCTION   6

2.2 AN OVERVIEW OF ATM         6

2.3 IMPORTANCE OF ATM BANKING  8

2.4 UTILIZATION OF ATM AMONG CUSTOMERS 9

2.5 CUSTOMERS SATISFACTION         9

2.6 PROBLEMS MILITATES AGAINST THE USE OF ATM AMONG BANK CUSTOMERS     11


CHAPTER THREE

RESEARCH METHODOLOGY      19

3.1 INTRODUCTION   19

3.2 RESEARCH DESIGN      19

3.3 POPULATION OF THE STUDY        19

3.4 SAMPLE SIZE AND SAMPLING TECHNIQUES 19

3.5 INSTRUMENTATION     19

3.6 METHOD OF DATA COLLECTIONS         19

3.7 METHOD OF DATA ANALYSIS       20

REFERENCE      Error! Bookmark not defined.


CHAPTER FOUR

DATA PRESENTATION AND THE ANALYSIS        21

4.1 INTRODUCTION   21

4.2 Analysis of questionnaire administrated        21

4.3 Discussion of research questions.         Error! Bookmark not defined.

4.2 ANALYSIS OF QUESTIONNAIRE ADMINISTRATED   21

4.3   DISCUSSION OF THE RESEARCH QUESTION         21


CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS         27

5.1 INTRODUCTION   27

5.2 SUMMARY OF THE STUDY   27

5.3 SUMMARY OF FINDING         28

5.4 CONCLUSION        29

5.5 RECOMMENDATION     30

5.6 SUGGESTION FOR FURTHER STUDY     30

BIBLIOGRAPHY 31

APPENDIX          32

 



 

CHAPTER ONE

                                                     

1.1 INTRODUCTION

According to Komal (2009) ATM means neither "avoids traveling with money" nor "any time money," but certainly implies both. Slim ATM cards are fast replacing confounding withdrawal forms as a convenient way or getting your money from banks. In a way, they are rewriting the rules of financial transaction. A smart person no longer needs to worry a wallet full of paper money on his person. All he needs to do is fish out an ATM (automated teller machine) card, insert it in the slot punch in a few details and go home with hard cash.

Automated teller machines (ATMS) were the first well – known machines to provide electronic access to customers. With advent of Automatic Teller Machine (ATM), banks are able to serve customers outside the banking hall. ATM is designed to perform the most important function of bank. it is operated by plastic card with its special features. The plastic card is replacing cheque, personal attendance of the customer, bankinhour;s restrictions and paper based verification. ATMS have made hard cash just seconds away all throughout the day at every corner of the globe. ATMS allow you to do a number of banking functions - such as withdrawing cash from one's account, making balance inquiries and transferring money from one account to another - using a plastic, magnetic - strip card and personal identification number issued by the financial institution.


1.2 BACKGROUND OF THE STUDY

Commercial banking has never been more important to our society than it is today. Bill Gates (2008) announced that "banking is essential, banks are not" This quotation means that the traditional banking is going vanish in order to be surrogated by electronic banking which continues to attract new users. Banks, like other service organizations, strive to improve customer service level and tie their customers closer (Graven, 2000). In Annet (2013).

When it was first introduced, the ATM was meant to reduce the Unnecessary traffic in the banking hall, make customers have a quick access to their money and make life convenient to a certain level. However, according to Ayo et al... (2010) as quoted by Adeniran & Junaidu (2014) the situation today has changed drastically; it has become a source of worry to users and providers (banks), because the function it was meant to provide has been seriously eroded. It has become a money spinner for fraudster, who have found new heaven in compromising innocent peoples person identification numbers (pin). ATM behavior can change during what is called standing time, where the bank dispending the cash in unable to access to access database that contain account information (possibly for database maintenance), that is, when there is network problem. ATMS at times can also deduct money from the account without actually dispending money; these, among others, are the bane of these money dispensing machines. With all the problems and incompetence of this money dispensing machine in Nigeria; we can say it has recorded some success.

The level of satisfaction intended to be provided by these machines is reduced by technological and processing failures, the perception that the service delivery mode is expensive and the insecurity regarding standalone ATMS. All these create customer dissastisfaction. (Adeniran&Junaidu 2014).

transaction, resistance got technology, inadequate and inefficient power supply and high cost of deployment, and dearth of qualified support staff (Ovia, 2006) in (Adeniran&Junaidu 2014).


1.3 STATEMENT OF THE PROBLEM

One of the overriding objectives of Automated Teller Machine (ATM) is to ease financial transaction among bank customers of any bank in the country. In some banks there are multitude of problems that encompassed the use of Automated Teller Machine (ATM) ranging from Congestion of the banking hall by customers, debating customers, fluctuation of network, and unavailability of the machine to dispense vast, to mention but few among other problems. It is against this backdrop, the rationale behind conducting this research is to examine the level of utilization and satisfaction of Automated Teller Machine (ATM) among bank customers with particular reference to customer of GT Bank Dutse branch.


1.4 OBJECTIVE OF STUDY

The aim of this study is to examine the utilization of Automated Teller Machine (ATM) among bank customers, The other objective are as follow :-

> Find out the important of using ATM among customers of GT Bank Dutse branch.

> Find out the importance of using ATM among customers of

GTBank Dutse branch.

>Find out if the customer are really satisfy with the ATM services

> Ascertain the means in which the customers mostly use for withdrawing their money

>Find out major challenges face by customers in using the ATM


1.5 RESEARCH QUESTIONS

1. What is the importance of using ATM among customers of GTBank Dutse branch?

2. Are the customers really satisfied with the ATM service?

3. Which means do the customers use most in withdrawing money from GTBank Dutse branch?

4. What are the major challenges face by customers in using the ATM?


1.6 SIGNIFICANCE OF THE STUDY

Several researches on the utilization and satisfaction of ATM among bank customers were carried out by different authors and being published in reputable scholarly journals. It is against this background, the study will serve as an instrument towards effective utilization and satisfaction of ATM among bank customers with particular reference to GTBank customers of Dutse branch. The study will also be of great benefit to the management of GTBank Dutse branch to assess the strength and weakness of its services and operations so as to make possible solution to the problems through effective use of the recommendations provided by the study.


1.7 SCOPE AND LIMITATION OF THE STUDY

The study is aimed at ascertaining the level of utilization and satisfaction of ATM among bank customers of GTBank Dutse Branch. The area of coverage for this research is restricted to GTBank customers of Dutse branch and it will serves as a case study. And it is important to note that the sample will be selected from the bank where customers from the bank will be selected randomly and used as subject of the research.


1.8 OPERATIONAL DEFINITION OF TERMS

1. Utilization: Means the usefulness of something or making proper use of something in order to achieve a desired result.

2. Satisfaction: Customer level of approval when comparing a product's perceived performance with his or her expectation.

3. Automated Teller Machine (ATM): An electronic banking outlet, which allows customers to complete basic transactions without the aid of a branch representative or teller

4. Bank: An establishment authorized by a government to accept deposits, pay interest, clear checks, make loans, act as an intermediary in financial transaction, and provide other financial services to its customers.

5. Customer: A party that receives or consumes products (goods or services) and has the ability of choose between different products and suppliers.



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