Download complete project materials on The Impact Of Automated Teller Machine On Customer Satisfaction And Service Delivery In Fcmb
CHAPTER ONE
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INTRODUCTION
1.1 BACKGROUND OF THE STUDY
An automated teller machine or the automatic teller machine also bearing name like automated banking machine (ABM) in the Canadian English cash machine, cash point, cash line or sometimes role in the wall according to the British English.
It is a telecommunication device that enables the client of a financial institution to perform financial transaction without the need of a human or bank teller.
Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving or issuing money from the ATM account holders/ users. The evolution of ATM was not in isolation, rather as a result of the general global wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bulk of daily complex information that arises from among others; increase in competition, increased customer demand for both service provision as well as efficiency, expansion due to the increase in demand for services etc.
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The introduction and use of ATM system of banking therefore brought in efficiency in the banking industry majorly in terms of speed, data processing and storage. Thus it saw a huge improvement in the long queuing in most banking halls. Despite of all the merits of the ATMs, customers still complaint of shortcomings on the use of the system like; break downs of ATMs, long queues at ATM service points, retention of customer’s cards.
Thus the researchers intend to find out why these still cry.
ATM, a self-service machine that dispense cash and perform many other human teller functions like acceptance of deposit, Balance enquiry, Bills payment, mini-statement, withdrawal to mention but few.
The ABM is an alternative service delivery channel for banks and other financial institution. Due to huge benefit of ATM service delivery and customer satisfaction and even income generation to the owner, currently there is no hard internationally or properly complied numbers of automated teller machine in use.
The machine is one of the most demanded and latest technological advancement in the financial sector although with a little negative effect on E-Fraud, in which present research has been addressing it.
The ideal of self service in retail banking developed through independent and simultaneous affords in Japan, Sweden the united kingdom and USA respectively.
In USA 2012, Alex Robertson has been credited with developing and building the first ATM which didn’t dispense cash.
In this study will provide further evidence for the understanding of the contributions, challenges and prospects of e-banking through the ATM technology with emphases on FCMB and Nigerian at large.
The objective of banks is to serve their customer in the most convenient way possible and FCMB and other banking have installed ATM across the country.
Customer have also complained of higher transaction charges, breakdown of ATM and denial of service, unreliability of ATM complexity of the technology has most ATM cards are being frozen and frauds which have caused insecurity.
These contradicting statement and opinions by customers are a reason why this research will be undertaken to find out the relationship between ATM and customer satisfaction.
1.2 STATEMENT OF THE PROBLEM
The belief that bank customers and non-bank customers introduction of the automated teller machine in Nigeria has aided a largely E-Fraud or electronic fraud within the banking sector.
This has constituted a big problem as customers with such negative believe would refuse to patronize the machine which is often located outside the banking hall.
The inability of bankers to use the automated teller machine as a trod to enhance customer, satisfaction and service delivery.
The lack of knowledge information pertaining the automated teller machine is another problem.
Complain of queues have continued to exist and therefore instigating the researcher to find out the impact of ATM service to customer satisfaction and service delivery.
1.2 OBJECTIVE OF THE STUDY
The objective of this research would be divided into broad objective and specific objective.
The broad objectives of this research are to improve the general knowledge of people about the automated teller machine. While the specific of the objectives are as follows:
To examine the impact of the automated teller machine including its negative effect.
To find out the relationship between the ATM and customer satisfaction.
To ascertain whether the automated teller machine and quick service delivery.
To find out the frequency of ATM usage.
1.3 RESEARCH QUESTION
in order to find out the impact of the automated teller machine (ATM) in service delivery and customer satisfaction in First City Monument Bank Plc.
The following research questions were posed.
What is the impact of automated teller machine on customer satisfaction and service delivery?
What is the relationship between ATM and customer satisfaction?
How has ATM contributed to bank hall decongestion and quick service delivery?
What is the frequency of ATM usage?
1.4 SIGNIFICANCE OF STUDY
The significance of the study is to contribute to existing knowledge of the introduction of automated teller machine and to enable the banking public to be aware of how to use ATM as a tool for enhancing customer satisfaction and improve service delivery.
This research help the management and other stakeholders of the banking sector to understand how best they can customize the ATM to curtail e-fraud and to meet the increased and changing needs of their customers.
The study would also act as reference materials to other students pursuing studies in similar subjects.
SCOPE OF THE STUDY
1.5.1 CONTENT SCOPE/ VARIABLE SCOPE
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