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.
