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Technology-Based Self-Service (ATM services)
Technology has increasingly played a major role for banks in delivering the services to the customers faster and at a lower cost.. But on the other hand before Banks get advantages from these self-service technologies they have to pay attention to the factors affecting customer utilization of this service. The study therefore sought to find out factors affecting customer utilization of ATM services facilities provided by commercial banks.
Details
| language |  | english |
| wordcount |  | 6206 (cca 17 pages) |
| contextual quality |  | N/A |
| language level |  | N/A |
| price |  | free |
| sources |  | 14 |
Table of contents
CHAPTER ONE 3
Introduction 3
1.2 Background 3
1.3 Statement of the Problem 5
1.4 Objectives of the Study 5
1.5 Research Questions 5
1.6 Justification and assumptions of the study 6
1.6.1 Justification 6
1.6.2 Assumptions of the Study 6
1.7 Scope of the Study 6
1.8 Limitations of the Study 6
1.9 Conceptual Framework 7
Figure 1.1 Conceptual Framework 7
1.9.1 Explanation of Variables. 8
CHAPTER TWO 9
2.0 LITERATURE REVIEW. 9
2.1 Introduction 9
2.2 ATMs 9
2.8 Customer characteristics as determinants of service quality 11
2.8.1 Attributes of Technology-Based Self-Service as determinants of service quality 13
2.8.2 Customer Involvement 16
2.8.3 Customers’ Attitude 18
2.8.4 Perceived Service Quality 19
2.9 Critical Review. 19
CHAPTER THREE 21
3.0 RESEARCH DESIGN AND METHODOLOGY 21
3.1 Introduction 21
3.2 Research Design 21
3.3 Target Population 21
3.4 Sample Design 21
3.4 Sample Design 22
3.4.1 Sample Size Determination 22
3.4.2 Sampling procedure 22
3.5 Data Collection 22
3.5.1 Data Collection Instruments 22
3.5.1 Data Collection Instruments 22
3.5.2 Administration of the Instruments 22
3.5.3 Validity and Reliability of Instruments 23
3.6 Data Analysis and Presentation. 23
CHAPTER FOUR 24
4.0 DATA ANANALYSIS AND PRESENTATION 24
4.1 INTRODUCTION 24
4.2 Customer Characteristics Influencing Use of ATMS 24
4.2.1 Technological Experience 25
4.2.2 Need for Independence 25
4.2.3 Self-Esteem 26
4.2.4 Impatience. 26
4.2.5 Control. 26
4.2.6 Commitment 27
4.2.7 Enjoyment. 27
4.3 Response and Analysis of technology based self service characteristics Influencing Use of ATMS 27
4.3.1 Speed of Delivery. 29
4.3.2 Reliability. 29
4.3.3 Ease Of Use. 29
4.3.4 Physical Appearance. 30
CHAPTER FIVE 31
5.0 DISCUSSION OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 31
5.1 Introduction 31
5.2 Discussions of Findings 31
5.3 Summary of Findings 33
5.4 Conclusion 33
5.5 Recommendations 34
5.6 Implications for Further Research 34
REFERENCES: 35
Preview of the essay: Technology-Based Self-Service (ATM services)
Service is somewhat problematic to define and even today there is no clear or common definition of service to fall back on in every case. The word service includes industrial service sector and public service sector offers, both of them are intangible in offerings.A service is an activity or series of activities of more or less intangible nature
that normally, but not necessarily, take place in interactions between the customer and service employee and/or physical resources or goods and/or systems of the service provider, which are provided as solutions to customer problems (Grönroos,1990:27)
Services constitute an important part of the economy of the industrialized countries, in both production and consumption. The national accounts commonly refer to the private service sector as trade/retailing, consumer services, transportation & communication, consultant services, banks & insurance, hotels & restaurants, and real estate. Referring to this development, researchers from various area of business administration have stressed the need for more research in this part of the business ...
... recommends the following
Technology based service providers should ensure that ATMs are well maintained so that customers have a positive attitude towards utilization
Technology based self service providers should ensure that customers are educated the use of the facility. This will boost their confidence and make it easy for them to utilize the facility
Banks and other technology based service providers should ensure that self service providing facilities are updated and of high quality. This will enhance the speed of service delivery.
5.6 Implications for Further Research
The study recommends that further study be conducted on;
i) Problems encountered by customers in the use of technology based self-services.
ii) Factors Affecting non –student bank customers’ utilization of ATMs.
Essay is in categories
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Economics
/Management
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Engineering
/Technology
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