SIGNIFICANCE OF AUTOMATIC TELLER MACHINE TO ENHANCING CUSTOMER RELATIONS IN THE NIGERIAN BANKING INDUSTRY (A CASE STUDY OF DIAMOND BANK PLC ILORIN).

ABSTRACT

For 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 machine adoption is the answer.

TABLE OF CONTENT

Title page i

Certification ii

Dedication iii

Acknowledgement iv

Abstract vi

Table of content viii

CHAPTER ONE; Background to the study

Introduction 1

Statement of problem 3

Aims and objective of the study 4

Significant of the study 5

Scope of the study 7

Limitation and constraint to the study 7

CHAPTER TWO; Literature Review

2.1 The meaning of automatic teller machine A.T.M 9

2.2 Rational for the introduction of A.T.M 10

2.3 Uses of A.T.M to business organization 13

2.4 The benefit of A.T.M to business organization 14

2.5 The short comings of A.T.M 16

CHAPTER THREE; Research methodology 

3.1 Research population and sample 22

3.2 Research Design 23

3.3 Data collection instruments 24

3.4 Administration of instruments 25

3.5 Method of data analysis 26

CHAPTER FOUR; Data Presentation and Analysis

4.1 Brief history of A.T.M into diamond bank 32

4.2 Reasons for introduction A.T.M into diamond bank operation 34

4.3 Objective of introducing A.T.M into diamond bank operation 36

4.4 The importance of A.T.M to customer relations in diamond bank 38

4.5 Effects of A.T.M operation on diamond bank customer 39

4.6 Constrain to effective A.T.M operation in diamond bank 40

CHAPTER FIVE: Summary, Conclusion and Recommendations.

5.1 Summary of Findings 62

5.2 Conclusion 63

5.3 Recommendation 65

Bibliography 67

Reference: 68