THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) ON CUSTOMER SATISFACTION IN ACCESS BANK NIGERIA PLC

Overview
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INTRODUCTION

Automated Teller Machines (ATM) are devices used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. The strip contains an identification code that is transmitted to the bank’s central computer by modem. To prevent unauthorized transactions, a personal identification number (PIN) must also be used by the user using a keypad. The computer then permits the ATM to complete the transaction; most machines can dispense cash, accept deposits, transfer funds, and provide information on account balances. Banks have formed cooperative, nationwide networks so that a customer of one bank can use an ATM of another for cash access, by extension all commercial bank’s ATM in Nigeria are inter-connected (Okoh, 2010).

CHAPTER ONE

INTRODUCTION

1.1Background of the Study

1.2Statement of Problem

1.3Objective of the Study

1.4Research Questions

1.5Significance of the Study

1.6Scope of the Study

CHAPTER TWO

LITERATURE REVIEW

2.0Introduction

2.1Concept of Automated Teller Machine

2.2ATM and Risk Management Challenges

2.3Nigerian Banks and Automated Teller Machine Wind of Change

2.4Strategic Imperatives of Automated Teller Machines in Nigeria

2.5Customer Satisfaction through the use of Automated Teller Machines

2.6The Benefit of Automated Teller Machine to Bank Customers and Banks

2.7The Challenges Militating against Automated Teller Machine (ATM)

2.8Critique of Automated Teller Machines

2.9Summary

CHAPTER THREE

RESEARCH METHODOLOGY

3.0Introduction

3.1Research Design

3.2Area of the Study

3.3Population of the Study

3.4Sample Size

3.5Instrument of Data Collection

3.6Validity of the Instrument

3.7Reliability of the Instrument

3.8Method of Data Collection

3.9Method of Data Analysis

BIBLIOGRAPHY

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THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) ON CUSTOMER SATISFACTION IN ACCESS BANK NIGERIA PLC

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