Impact of automated teller machine on customer satisfaction
Table Of Contents
- Title page – – – – – – – – – IDeclaration – – – – – – – – – IIDedication – – – – – – – – – IIIAcknowledgement – – – – – – – IVAbstract – – – – – – – – VTable of content – – – – – – – VICHAPTER ONE: INTRODUCTION1.1 Introduction or background of the study – – – –
- 11.2 Statement of the problem – – – – – –
- 31.3 Purpose of the study – – – – – –
- 31.4 Research questions – – – – – – 4
- 1.5 Statement of Research hypothesis – – – –
- 41.6 Significance of the study – – – – – – 4
- 1.7 Scope of the study – – – – – –
- 51.8 Limitation of the study – – – – – – 5
- 1.9 Operational definition of terms – – – – – 5CHAPTER TWO: Literature review2.1 Theoretical framework – – – – – –
- 72.2Conceptual framework – – – – – –
- 82.3the importance and benefit of ATM – – – – 8
- 2.3competitive advantage – – – – – –
- 92.4History automated teller machine in Nigeria – – –
- 92.5Impact of automated teller machine on Bank performance –
- 102.6Effective service delivery – – – – – –
- 112.7empirical study – – – – – – –
- 122.8Summary of the literature Review – – – – 12CHAPTER THREE: Research methodology3.1 Research design – – – – – – –
- 133.2Area of the study – – – – – – –
- 133.3Population of the study – – – – – –
- 133.4Sample size and sampling technique – – – –
- 143.5Instrument for data collection – – – – –
- 143.6Validity of instrument – – – –
Thesis Abstract
The Nigerian Banking sector over the years has been experiencing significant changes and development in its Information and Communication Technology. Among the development is the introduction of Automated Teller Machine (ATM) that intends to decongest the banking halls as customers now can go to any nearest ATM outfit to consummate their banking transactions such as cash withdrawal, cash deposit, bill payments, and transfer of fund between accounts. The purpose of this paper was to measure the satisfaction of customers as regards to ATM services. The research was carried through a survey design which questioned respondents on ATM services. The population of study mainly constituted of customers of both staff and customers of Access Bank within Kaduna metropolis. The sample in this study consisted of 50 respondents who are users of the ATM services. The data collected was analyzed by use of (SPSS) Statistical Package for Social Science analysis. The findings revealed that, the impact of ATM services in terms of their perceived ease of use, transaction cost and service security is positive and significant. However, the result also indicates that the impact of ATM services in terms of availability of money is positive but insignificant.
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