Auto Ma Tic Teller Machines (Atm) And Service Delivery. A Case Study Of Crane Bank Kampala - Uganda

This research examined the financial institutions that accept deposits from customers and give loans to customers. In Uganda, commercial banks have increased their services by introducing automated teller machines (ATMs). Automated Teller Machine (ATM) banking system is the latest system adopted by bank world wide to foster and improve on service delivery within the banking industry. Crane Bank has installed these machines in order to serve its customers very effectively and efficiently and to reduce on time being wasted in banking halls. The methodology used to obtain data in this research study is the cross-sectional method which covered four branches of Crane bank Uganda Limited within Kampala city with a sample size of 80 respondents. The data collected is from primary source and qualitative in nature which were obtained by use of questionnaires, interviews and observations, this was supplemented with secondary source. Automated Teller Machine banking system has improved service delivery with in the banking industry. This study shows the effectiveness and the reliability of ATM banking system. It also shows the factors that lead dissatisfaction of customers like insufficient funds in the machines, card retention and congestion and how respondents to those complaints Automated Teller Machine outlets should be increase to over come the problems of congestion. The bank should also provide hard card jackets to protect ATM cards from damages which cause card retention. Crane bank should always provide sufficient money in the machines to avoid disappointments. This research work is intended to help customers on how effective and efficient ATM banking system is, and also to help banks how they can improve on ATM services.