Download complete project materials on The Impact Of Automated Teller Machine On customer Satisfaction from chapter one to five
ABSTRACT
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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 CERUDEB, Gulu branch were selected. Through this method the information the impact of 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 main 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
TABLE OF CONTENTS
DECLARATION
APPROVAL
DEDICATION
ACKNOWLEDGEMENT
TABLE OF CONTENTS
LIST OF TABLES
LIST OF FIGURES
ACRONYMS
ABSTRACT
CHAPTER ONE
1.0 INTRODUCTION
1.1Â Â Â Background to the study
1.2 Â Â Statement of the Problem
1.3Â Â Â Purpose of the Study
1.4Â Â Â The Specific Objectives of the study were:
1.5Â Â Â Research Questions
1.6Â Â Â Scope of the Study
1.6.1 Content Scope/ Variable Scope
1.6.2 Geographical Scope
1.6.3 Time Scope
1.7Â Â Â Significance of the Study
CHAPTER TWO
2.0Â Â Â LITERATURE REVIEW
2.1Â Â Â Introduction
2.2Â Â Â The Concept of ATM
2.2.1 Evolution of ATM
2.2.2 Operation of ATM
2.3Â Â Â Effectiveness of ATMÂ 6
2.4Â Â Â The Concept of Customer Satisfaction
2.4.1 Who is a Customer
2.4.2 Importance of Customer satisfaction
2.4.3 The relationship between ATM use and Customer satisfaction
2.5Â Â Â Conclusion
CHAPTER THREE
3.0Â Â Â RESERCH METHODOLOGY
3.1Â Â Â Introduction
3.2   Study Design    10
3.3   Area of Study   10
3.4   Population        10
3.5Â Â Â Sample Size and selection methods 10
3.6   Data Collection Tools/ Methods    10
3.7   Data Management      10
3.7.1 Data Processing 11
3.7.1 Data Analysis   11
3.8   Limitations        11
CHAPTER FOUR.
4.0Â Â Â PRESENTATION, INTERPRETATION AND DISCUSTION OF FINDINGS
4.1   Introduction      12
4.2Â Â Â Background characteristics of the respondents. 12
4.3Â Â Â Services offered by ATMÂ Â Â Â Â 14
4.4   Effectiveness of ATM services       15
4.5   Relationship between ATM services and customer satisfaction.   20
CHAPTER FIVE
5.0 SUMMARY, RECOMMENDATIONS AND CONCLUSIONS.
5.1 Introduction
5.2 Summary of findings
5.3 Recommendations
5.4 Conclusion
REFERENCE
APENDICES
QUESTIONARE
TIME SCHEDULE
BUDGET
CHAPTER ONE
1.0 Â Â INTRODUCTION
Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and 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.
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 intends to find out why still these cries.
1.1 Background to the study
The history of banking is that till the industrial error, banking services were rendered on manual basis characterized by; ledger keepers at back office, cashiers providing front desk service, ledger cards, cash registers among others.
This is not only tedious, but also strenuous and slow besides providing inaccurate and unreliable information on a regular basis because of the human error. The limitations of manual banking highlighted above in most cases results to customer complaints, slowness in service provision, long queue and high operational costs etc.
These limitations reduce reliability of financial services as regards to accuracy and completeness. Relying on such information results into managers making decisions that leads to costs and administration problems as evident by the closure of banks like; Green land bank, Co-operative bank, International Credit bank and Trans-African bank. This is because manual records had been altered by back staff to defraud it.
The above manual unreliable service provision gave rise to technological means of efficient and fast way of serving customers given the rise in demand for banking services. This saw the emergency and use of the ATM among many other inventions like; telephone banking, internet banking etc. ATM is the abbreviation of Automated Teller Machine which acts as a teller in a bank who takes and gives money over the counter.
ATMs are placed not only near or inside the premises of banks, but also in locations such as shopping centers/malls, airports, grocery stores, petrol/gas stations, restaurants, or any place where large numbers of people may gather.
ATM services includes function such as cash withdrawal, balance enquiry, bill payment, cash and cheque deposit, saving and credit account on a 24 hr basis. Thus with the appearance of ATMs, some limitation of time and geographic location has been resolved.
These innovations embraced by the Government of Uganda coupled with the hard work of the players in the financial sector, Centenary Rural Development Bank (CERUDEB) inclusive has seen an increase in the enrolment of the banks ATM users as evident by the long queue at most banks ATM service points referred by different names such as; Cente point for CERUDEB, Orient express card for Orient bank etc.
1.2 Statement of the Problem
The introduction and use of ATM system of banking has received different perceptions. One of the views is that, it may not have really created customer satisfaction for bank clients, and the other is that, it may have. Despite of all the merits of the ATMs, customers still complaint of shortfalls on the use of the system such as; break downs of ATMs, long queues at
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