The Impact Of Automated Teller Machine (ATM) In Banks Service Delivery In Nigeria Banking Industry (A Case Study Of Union Bank Plc)

The Impact Of Automated Teller Machine (ATM) In Banks Service Delivery In Nigeria Banking Industry (A Case Study Of Union Bank Plc)

Table of Contents

• Title page
• Certification
• Dedication
• Acknowledgement
• Abstract
• Table of contents

Chapter One:

Introduction

• 1.1 Background of the Study
• 1.2 Statement of Research Problem
• 1.3 Objective of Study
• 1.4 Scopes and Limitation of the Study
• 1.5 Research Methodology
• 1.6 Statement of Research Hypothesis
• 1.7 Significant of the Study
• 1.8 Plans and Organization of the Study

Chapter Two:

Literature Review

• 2.1 Literature Review
• 2.2 Features of ATM
• 2.3 Operation of Automated Teller Machine
• 2.4 Role of Interswitch in Automated Teller Machine Development
• 2.5 Reasons for Introduction of ATM
• 2.6 Effect of ATM
• 2.7 Problems of ATM

Chapter Three

Case Study and Methodology

• 3.1 Brief History of Union Bank Plc
• 3.2 Research Design and Data Collection Instrument
• 3.3 Characteristic of the Study Population and Sampling
• 3.4 Administration of Data Collecting Instrument
• 3.5 Procedure for Processing Collection Data
• 3.6 Limitation of the Methodology

Chapter Four:

Data Presentation and Analysis

• 4.1 Presentation of Data
• 4.2 Analysis of the Data Base in Questionnaire Administered

Chapter Five:

Findings, Summary, Conclusion and Recommendation

• 5.1 Findings
• 5.2 Summary
• 5.3 Conclusion
• 5.4 Recommendation
• 5.5 Suggestions for further studies
• References
• Appendix

Chapter One

1.0 Introduction

1.1 Background of the Study

Banking Industry across the world aid the promotion of economic growth and development, it is the recognition of the crucial rile that has engendered a global crusade to improve the sector. One, major area, of exploration is the use of information technology (IT) to improve banking services with the convergence computing and telecommunication automated now characterize the operation in the banking sector of the world economy.

Automation is the use of machine instead of people to do a job or industrial process with respect to banking, it, involves the use of automatic machine and computer base device o perform banking activities in a way to increase speed, accuracy and capacity. Automation allows bankers to get closer to their customers and deliver a wide range of service at a lower cost. It is belief that there are four ways in which automation can be use banking industry, and they are:-

1. To perform greater expended base to be handled
2. To reduce substantial real cost of handling payment
3. Cut the banks free from traditional constraints upon time and place.
4. Introduce new product and services

Automation in banking industry can manifest in the following ways:-

1. Banker automated clearing service
2. Magnetic ink character reader
3. Payment system
4. Delivery channel
5. Source of Information

For the purpose of the study, our scope will be limited to the automated teller machine under the payment system.

Where payment system involve business transaction without cash or cheque or any other paper mode money transaction.

The automated teller machine (ATM) is a cash dispenser that is designed to enable customer to enjoy banking service without coming into contact with any banks staff. The ratio of machine is guided through instructions programme into the machine. Users can gain access into ATM system through a personal identification pin number give to, the customers and must be discloses to a third party.

A mechanical cash dispenser, arguably an ATM, was developed, and build by Luther George Simjian and installed in 1939 in New York city by the city bank of New York, but remove after 6 months due to lack of over 25years, Nut ill, De ta Rue developed the first electronic ATM, which was installed first in Enfield, Town in north London on 27m June 1967 by Barclays bank.

This instance of innovation was credited to John shepherd Barron, although various other engineers were awarded patents to related technologies at the times. Shepherd. Barron was awarded on OBE in the 2005 New Year’s honour.

The first person to use the machine was Reg verney of’’ on the buses fame, a British television programme from the 1960. The first ATMs accept only a single – use taken 1- voucher, which was retain by the machine. These worked on various principles, including radiation and low-coercivity magnetism that was wiped by the card reader to make fraud more difficult.

The deal of a pin store on the card was developed by the British engineer James Good fellow in 1965.

1.2 Statement of the Problem

In the course of this paper answer will be provided to the following questions.

1. What is the historical background ATM
2. What are the reason for introducing ATM
3. What is the effects ATM
4. Does ATM solve any problem facing ATM in Nigeria Banking industry

1.3 Objectives of the Study

Base on the above question, the objectives of the paper will be:-

1. To discuss the history of ATM
2. To examine the reason for introducing ATM
3. To highlight the effects ATM
4. To critically examine the problems facing ATM in service delivery.

1.4 Scope and Limitation of the Study

This paper is examining the impact of ATM in banks service delivery in Nigeria Banking Industry so as to know the effect of the introduction of ATM in Nigerian Banking Industry.

1.5 Research Methodology

For this study, both the primary and secondary source of data are employed for data collection. the primary source which includes the material from the bank and information from the questionnaire sent out. While the secondary source include newspaper, magazine and annual report.

1.6 Statement of Research Hypothesis

The general hypothesis that will be tested in the course of this project is as follows:

• Ho: Automated Teller Machine will not have positive Impact on Nigerian Banks service delivery.
• Hi: Automated Teller Machine will have positive impact on Nigerian Banks Service deliver.

1.7 Significant The Study

This study will be beneficial to bankers so as to know the problems facing their customer in using ATM and provide solution to it. It will also be beneficial to the customer in the sense that they will know the importance at ATM. Generally, the public will also benefit from this study since they are all an account holder or a bank’s customer.

1.8 Plans and Organization

Chapter one contain the introduction, scope and limitation of the study, statement of the problem, objective of the study methodology and plan of the study. While the chapter two deals with the literature review. Chapter three contains methodology and chapter four deal with presentation and analysis of the data and finally changer five contain the findings, summary, conclusion and recommendation and suggestion for further studies.

Chapter Five

5.0 Findings Summary, Conclusion and Recommendation

5.1 Findings

In the course of the finding, the below information are gathered.

1. There is low awareness of the existence of the machines
2. We also gather information relating to the problems of ATM e.g machine error failure.
3. Information relating to the effect of ATM was also gathered.
4. Necessary suggestion to solve ATM problem where included.

5.2 Summary

This project titled “The effect of Automated Teller machine in banks, service delivery in Nigeria banking industry it is a five chapter project.

Chapter one contains the introduction, of the introduction to the project, scope and limitation of the study, aims and objectives and plan and organization of the study.

Chapter two consist of the review of literatures of the subject matters of the project (ATM and features, effect and impact of ATM in bank service delivery in the banking industry.

In the case of the third chapter, it discuss the methodology of the research and explain in details the method used in the project. While the fourth chapter contains the presentation and analysis of the data used in the project, specifically the questionnaire and it’s carefully, analyzed.

Finally, the chapter five which is the last chapter contains the findings, summary, conclusion and the recommendation.

5.3 Conclusion

Investment in information technology has become an important component in both strategic and tactic management to ensure competitive advantage. ATM has continued to change the structure content and quality of banks payment system in Nigeria. Lack of enabling environment to be provided by function electric mains utility and telecommunication infrastructure facility in the country has reduced the level of assimilation of the ATM service in Nigeria banking industry. From all indication the ATM present great potential for business process engineering of the Nigeria. Lack of enabling environment to be provided by function electric main utility and telecommunication infrastructure, facility in the country has reduced the level if assimilation of the ATM service in Nigeria banking industry. From all indication the ATM present great potential, for business process re-engineering of the Nigeria financial industry.

5.4 Recommendation

In view of the finding of the research, the following suggestion that can aid the banking industry to fully appropriate the gain of ATM are made

1. Management of bank in Nigeria should create room for interaction and occasional meeting between the banks and their customer. This is essential so as to reduce the lonely offered and impersonal consequence of ATM service.
2. Contingent plans should be made, by the management of banks to control the effect of computer crime.
3. Research and development (R/D) department need to be establish to keep abreast of the new development in the banking industry as IT is dynamic.
4. The Nigeria electric mains utilities (PHCN) should be revitalized to provided more reliable electric power supply to the commuters.
5. Independent power provider (IPPS) should allow operating to gives room for health competition.
6. Necessary steps should be taking to avoid ATM machine error and failure.
7. Individual personal pin security that will prevent card fraud should also be introduced.
8. ATM machine should be place outside the banking premises to aid effective functioning of the machine.

5.5 Suggestion for Further Studies

For further studies on this research work, the researcher, should, try to update the data’s that will be use in his own work and other necessary areas that this work have not cover due to it limitation.

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