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Significance Of Automatic Teller Machine To Enhancing Customer Relations In The Nigerian Banking Industry
[A CASE STUDY OF DIAMOND BANK PLC ILORIN]
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CHAPTER ONE
BACKGROUND TO THE STUDY
1.1 INTRODUCTION
The company’s effort at prevailing among thousand of competitors is surrounded by a number of strategies. Among this strategy is effective customer relation customers are the centre-pieces of any production outfit is goods based or services based. If there are no customers either existing or prospective there will not be the needs for productive activities talk less of creativity, inventions or innovations.
For any company to succeed and survive in this dynamic and ever changing environment, it must confirm and adapt to the change in other to compete effectively. One of the changes in the environment is the improvement in information technology, among which is automatic teller machine (A.T.M) that reduce the stress of compulsory visitation to bank’s braches.
As someone said ‘‘a good marketer, particularly of financial services products must be conscious of good consumers relation with adequate consideration of consumers need so as to perfect the ways and means of satisfying such needs. in order to satisfy the needs of consumer without stressing them. (the customers) banks in the banking industry realized that effective distribution of service is the key ingredient to survival. Thus, lead to the introduction of A.T.M an accretion for automatic teller machine with the following features and benefits in other to maintain customer relationship and loyalty.
(a) Balance enquires through the A.T.M
(b) Printing of mini statement from the A.T.M
(c) Transfer within your related accounts
(d) you can withdraw as many time as you wish subject to the daily limit
(e) No charge on withdrawals through the A.T.M
(f) Availability of clean cash at all times
without doubt, the adoption of A.T.M in banking industry will leads to maintenance of customer relationship which will in-turn leads to the following.
(A) Enhancing repeat sales thereby increasing total revenue grossed by salesman.
(B) A satisfied customer is a willing albeit unconscious but additional promotional tools for the sales man.
1.2 STATEMENT OF PROBLEM
In any research work, certain
problems are usually identified for the study to solve. It is the way a
problem is identified that governs the ability of decision makers to
search and identify appropriate solution.
In this regard, below are the studies.
(i) To identify the significance of automatic teller machine to enhancing customer relationship in banking industry.
(ii) What attitude does prospective customers stand to have towards the usage of A.T.M (automatic teller machine)
(iii) To identify same problems that confront customer in the application of A.T.M as well as the possible solution.
(iv) To know the likely view of existing customer towards the application of A.T.M in banking industry.
1.3 AIMS AND OBJECTIVES
This research work will be useful for practical purpose, which shows
the significance of A.T.M in enhancing customer relations in banking
industry other aims of the study are.
(a) To examine the significance of automatic teller machines in enhancing customer relation in the banking industry.
(b) To highlight the likely benefit of automatic teller machine both to firms and customer of the banking industry.
(c)
To carryout investigation on the effect of automatic teller machine as a
tool for gaining more market in the banking industry.
(d) To know the effective of A.T.M as one of the strategies for combating competitor in the Nigeria banking industry.
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ABSRACT - [ Total Page(s): 1 ]ABSTRACTFor any organization’s survival constant maintenance of customer relationship is vital. One of the modern ways of enhancing this effectiveness is the use of automatic taller machine other wise know as branchless banking. Although the usage of this machine is too mechanical. For the purpose of collecting and secondary source of data collection was used. To this end, for any organization to maintain and facilitate effective customer relation in banking industry automatic teller mach ... Continue reading---
TABLE OF CONTENTS - [ Total Page(s): 1 ]TABLE OF CONTENTTitle page CertificationDedication AcknowledgementAbstractTable of contentCHAPTER ONE; Background to the study Introduction Statement of problem Aims and objective of the study Significant of the study Scope of the study Limitation and constraint to the studyCHAPTER TWO; Literature Review2.1 The meaning of automatic teller machine A.T.M2.2 Rational for the introduction of A.T.M2.3 Uses of A.T.M to business organization2.4 ... Continue reading---
BIBLIOGRAPHY - [ Total Page(s): 1 ]BIBLIOGRAPHY.AWOLOLA, J.A (2002): RESEARCH DESIGN AND APPROACH. OLAD PUBLISHERS NIGERIAAROWOMOKE, K.A AND EBELOKU A (2003): THEORY AND APRACTICE OF MODERN MARKETING. TAJUDEEN PRESS NIG.FATIGUN, J.O (1998): RESEARCH METHODOLOGY. 1ST EDITION ILORIN FAMOST ING. PUBLISHERIRUING, S.K (1997): PUBLISH RELATIONS. ALEXANDER HAMILTON INSTITUTE.NEW YORKJOHNSON, UGOJI ANYADE (1990) COMPREHENSIVE ECONOMICS. A JOHNSON PUBLISHER NIG.OYEBODE, A.O (2006): PRFESSIONAL GUIDE TO MARKETING OF FINANCIAL SERVICE. OLAD ... Continue reading---
CHAPTER TWO - [ Total Page(s): 3 ]FAST CASH WITHDRAWALSStep 1 – inserts card.Step 2 – selects your preferred language.Step 3 – key in your pin using the key pad.Step 4 – select the amount you require for your ‘‘fast cash†transaction.Step 5 – select the account to withdrawal money if more than one account is liked to your card.Step 6 – would you want a receipt or not?Step 7 – Take your card.Step 8 – Take your money.Step 9 â ... Continue reading---
CHAPTER THREE - [ Total Page(s): 3 ]Section B(7) do you take product of Nigeria flour mill plc?Yes ( ) No ( )(8) if Yes which of the product?(a) Golden penny flour (GP) ( )(b) Seel raising flour (SP) ( )(c) Macaroni Elbor and spaghetti ( )(d) Semovita ( )(e) Cement ( )(9) do you take use or consume substitute product before changing to flour mill of Nigeria plc product.Yes ( ) ... Continue reading---
CHAPTER FOUR - [ Total Page(s): 12 ]HYPOTHESIS TWOH0: sales promotion influence the consume buying pattern.H1: sales promotion does not influence consumer buying pattern using table xiv, the calculation is as followed.E = 250/3 = 83.3X2 table = 87.8155.Determinant of critical value.Degree of freedom (DF) is given by (r-1) (c-1) where r = row, c = column, and level of significance = 5% (0.05) DF = (3-1) (5-1) = 2x4 = 8At 5% level of significance with degree of freedom (8) ... Continue reading---
CHAPTER FIVE - [ Total Page(s): 1 ]CHAPTER FIVESUMMARY, CONCLUSION AND RECOMMENDATION.5.1 SUMMARY OF FINDINGS. The scope of this project has been limited on the significant or application of “A.T.M†in the banking industry and why they have been introduced into the banking system and the benefit the bank have derived from the use of “A.T.Mâ€. Our research and analysis on this topic has been from diamond bank of Nigeria plc being our case study. The topic started by introducing some f ... Continue reading---
REFRENCES - [ Total Page(s): 1 ]REFERENCEAWOLOLA. J.A (2001) research design and approach ilorin Olad publishersAROWOMOLE. K.A and EBELOKU. A. (2003) theory and practice of modern marketing. Tajudeen pressFATIGUN. J.O (1998) Research methodology 1st edition ilorin. Famost Nigeria publisher.IRUING. S.K (1997) public relation Alexander hamulton institute. New york.JOHNSON, UGOJI ANYADE (1990) comprehensive economic a Johnson publisher Nigeria.OYEBODE, A.O (2006): prfessional guide to marketing of financial service . Olad publish ... Continue reading---
