AUTOMATED TELLER MACHINE SERVICE QUALITY AND CUSTOMER SATISFACTION ON DEPOSIT MONEY BANKS

Overview
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CHAPTER ONE

INTRODUCTION

1.1 Background to the study

1.2 Statement of the problem

1.3 Research Question

1.4 Objectives of the study

1.5Statement of Hypotheses

1.6 Significance of the study

1. 7 Scope and Limitations of the study

1.8Definition of Operational Terms

CHAPTER TWO

LITERATURE REVIEW

2.1Introduction

2.2Conceptual Framework

2.2.1Automated Teller Machine (ATM)

2.2.2Reasons for Automation of Banking Operation

2.2.3 Application of Automated Teller Machine

2.2.4 Concept of Service Quality

2.2.5Concept of Customer Satisfaction

2.3Theoretical Framework

2.4Empirical Review

2.5Summary

CHAPTER THREE

RESEARCH METHODOLOGY

3.1 Introduction

3.2 Research Design

3.3 Population and Sampling Technique

3.4 Methods of Data Collection

3.5 Procedure for Data Analysis and Model Specification

3.6 Justification of Methods

3.7 Summary

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1Introduction

4.2Data Presentation

4.3Discussion of Findings

4.4Summary

CHAPTER FIVE

SUMMARY, RECOMMENDATIONS AND CONCLUSIONS

5.1Summary

5.2Conclusion

5.3Recommendations

References

APPENDIX 1

APPENDIX II

QUESTIONNAIRe

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AUTOMATED TELLER MACHINE SERVICE QUALITY AND CUSTOMER SATISFACTION ON DEPOSIT MONEY BANKS

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