In the past, common assumption was that science and if ill but today, we understand that science and technology holds property harnessed great capacity for mass destruction and harm as it does have potential for mass good (http://www.sciencedaily.com, 2013).Studies by the United Statescentre for disease control (2005), has revealed that microorganisms could be passed from contaminated hands to cyber appliances such as the surface of the keyboard of automatedtellermachines and subsequently passed on to other unsuspecting users of the appliance. The automatedTeller Machine (ATM), which may be called a cash point machine, cash machine or a hole in a wall is a computer supported telecommunication device that enables the client of a financial institution carry out banking transactions from almost anywhere in the world were an ATM is available (http://www. About.com, 2011). Considering that most users of the ATM are largely ignorant of the potential hazards they face each time they use an ATM, this work investigates the microorganisms that could be isolated from ATM keyboards and the public health implication of such.
Abstract: The paper examined the impact of AutomatedTellerMachines (ATMs) on customers’ satisfaction in Ilorin metropolis, the capital city of Kwara state, Nigeria, using three purposively selected commercial banks in the city, that is; First Bank of Nigeria Plc., Guaranty Trust Bank Plc. and First City Monument Bank Plc. The objective is to ascertain the relationship between ATM usage and customers’ satisfaction in Nigeria. The study employed primary data sourced through structured questionnaires as the data collection procedure. The questionnaires were administered to 180 customers (60 from each bank), selected randomly at the bank s’ ATM terminals during the course of transactions. Descriptive and inferential statistical technique tools such as tables, percentages and charts were used to present and analyze the data, while the chi-square technique was applied to test for the hypothesis. The result revealed that there is a significant relationsh ip between ATM usage and customers’ satisfaction. The study thus recommended among others, that restriction on cash withdrawals by customers per day should be abolished by Monetary Authority in order to enhance customer satisfaction and to promote financial inclusion in Nigeria.
In today’s contemporary business environment, the need for AutomatedTellerMachines cannot be overemphasized. The banking industry adopted the ATM concept for reducing costs and providing better services for the customers. The first ATM was installed in the early 1967 by Barclays bank in London, UK. The banks started installing ATM machines in the bank buildings first where a cash dispensing machine was not linked to the account directly. With the spread of Internet connectivity, the ATM machines have become a part of the urban landscape and available at parks, shopping malls or airports with many more services on offer than just cash dispensing . There are many different ways of measuring operational performance. However, the most predominant
In a highly competitive industry like banking, one way to gain competitive advantage is to ensure that customers are satisfied and that the services being provided are not flawed with constraints. This study was aimed at finding out if AutomatedTellerMachines (ATMs), meet the expectations of the customers and what constrained their use by the customers. The study covered five selected branches of a case bank and involved the use of interview guide. In all, 120 respondents were sampled among the customers and 10 from the staff. The data were analyzed using SPSS. From the results, it was realized that the inadequate education given to users of ATMs and the functional limitations identified with the machines were major contributors to customers’ unpleasant experiences at the ATM points. It was recommended that education given to customers on the use of the ATM should be improved and dummy ATMs be installed in the banking halls to facilitate practical training of prospective users.
The brown label has come up as an alternative to the bank-owned ATMs. Brown label ATMs are those AutomatedTellerMachines where hardware and the lease of the ATM machine is owned by a service provider, but cash management and connectivity to banking networks is provided by a sponsor bank whose brand is used on the ATM. In view of the high cost of ATM machines and RBI's guidelines for expansion of ATMs, the concept of Brown Label ATM network is likely to expand at a brisk pace in next few years.While funding is not a problem for bank, installing ATMs was a time-consuming process. This begins from identifying a site, negotiating with the landlord, arranging connectivity and power and finally doing up the interiors. Many banks, big and small both are incorporating this process in their system. In the recent years, there is a visible shift in the way banks look at the ATM business. From the earlier model where banks used to buy outright the ATM machines and bear the cost of service, they are now preferring brown label ATMs i.e. where the machine and service is outsourced.
applied in a variety of areas including document filtering, automated metadata generation, document organization, digital libraries, spam filtering, online news, word sense disambiguation, information retrieval, topical crawling, real-time file sorting, topic identifications, social media monitoring, voice of customer, brand monitoring, and customer service. Many single individuals and organizations are turning to TC to help structure the text and analyze it in more cost-efficient ways to help improve decision-making and automate many processes in broader and deeper tasks. It is being applied in many contexts and used in many applications, to help in commercial tasks such as understanding customer behavior using relevant data coming from sources such as social media conversations, and emails. Many search engines, news portals, and e-commerce sites classify content and products to facilitate the search and navigation [4,5,6].
Howcroft, B; Hamilton, R; & Hewer, P. (2007) “Customer Involvement and Interaction in Retail Banking: An Examination of Risk and Confidence in the Purchase of financial products” Journal of services Marketing: 21/7 481-491 Emerald Publishing www.emeraldinsight.com/0887-6045.htm. Hussain, M. and Leo, S. (2009). “Customer Perception on Service Quality in Retail Banking in the Middle East: the case of Qatar.” International Journal of Islamic and Middle Eastern Finance and Management vol. 2. No. 4. Downloaded from www.emeraldinsight.com. Emerald Publishing. Khan, M.A (2010). “An Empirical study of AutomatedTeller Machine Service Quality and Customer Satisfaction in Pakistani Banks”. European Journal of Social Sciences – vol. 13,No.3.
In the present fast-paced world, technology-facilitated transactions have gradually taken the lead in most customer service initiatives. The high ascendency of new self-service technology has degenerated into instances where great majority of customers interact with technology to create service outcomes instead of interacting with personnel of an organization. Today, not only can these SSTs provide a variety of self-services, including automated hotel checkout, flight ticket checkouts at kiosks or online, internet shopping, paying bills online, banking via ATMs, and self-scanning checkouts at grocery or discount stores to consumers , but can also produce the tremendous economic value to business entities as well (Burrows, 2001).
Timothy (2012), electronic banking refers to the use of the Internet as a remote delivery channel for providing services, such as opening a deposit account, transferring funds among different accounts and electronic bill presentment and payment. This can be offered in two main ways. First, an existing bank with physical offices can establish a Website and offer these services to its customers in addition to its traditional delivery channels. Second, is to establish a virtual bank, where the computer server is housed in an office that serves as the legal address of such a bank. Virtual banks offer their customers the ability to make deposits and withdraw funds via ATMs (AutomatedTellerMachines) or other remote delivery channels owned by other institutions, for which a service fee is incurred. Ahasanul (2009) Electronic banking (e- banking) is the newest delivery channel of banking services.
With the changing business environment, globalization, influence of technology and customer demands, organizations have been keen to leverage their unique firm attributes with investments in information technology to realize long term performance gains (Chandan & Urhuogo, 2012). Adoption of SIS by modern financial institutions has contributed to improved customer service, increased profits, minimal costs of operation and new product development. However, despite the introduction of internet banking, mobile banking and automatedtellermachines, commercial banks have continued to experience deteriorating performance (Alipour & Mahdi, 2010).
Komal (2009) indicates that bank ATMs facilitate the use of ATM cards of one bank at the ATM(s) of other banks for basic services like cash withdrawal and balance enquiry. In Nigeria, banks owning the ATMs charge a fee for providing the ATM facility to the customers of other banks. The ATM- deploying bank from the card-issuing banks recovers this fee referred to as ‘interchange fee’. This interchange fee is now fixed across banks and costs sixty-five (65) naira after a third transaction and banks with larger ATM network treat interchange fee as an important stream of revenue. All commercial financial institutions in Nigeria are using this method/system aggressively and encouraging all their customers to take advantage of these services on the grounds of ease of process which in turn serves as an unannounced financial generation to the bank. Santiago and Francisco (2008) explored the interaction between AutomatedTellerMachines (ATMs) and Point of Sales (POS) devices as well as the effects of these interactions on the overall demand for currency in Australia. It was found that the growth of ATMs negatively affects POS adoption and service charges on ATM transactions have negative effect on customer satisfaction. Experience has shown that many commercial banks in Nigeria are still in the habit of charging high rates on transactions, especially when one transfers money through the use of electronic channels like ATMs from one’s bank account to another bank account either within same bank or to another bank (Oladele, 2013). This has the potential to discourage customers from using AutomatedTellerMachines (ATMs) to transfer money. Also, charges are also placed on maintenance of ATM cards which is deducted automatically from customer’s accounts on an annual basis.
Roshanlal and R saluja (2012) concluded that the progress in e-banking is measured through various parameters such as Computerization of branches, AutomatedTellerMachines, Transactions through Retail Electronic Payment Methods etc. Statistical and mathematical tools such as simple growth rate, percentages and averages etc are used. It also highlights the challenges faced by Indian banks in adoption of technology and recommendations are made to tackle these challenges.
Our result showed that the general public makes more use of electronic products via the use of cards across electronic platforms/services which include AutomatedTellerMachines (ATMs), Internet Banking, Mobile Banking and point of sale (PoS) terminals. The increased use of electronic platforms for payments has played a significant role in the increased number of transaction volume and value in the past few years with high impact performances by the sampled banks. In the year 2014, transactions processed by the Central Inter-Switch through electronic platforms accounted for 86% of the overall transactions in terms of volume and 82% in terms of value which is an increase over the year 2013 by 6% in both transaction volume and value (CBN, 2015).
Information technology (IT) presents a paramount platform on which to enhance any country’s economic competitiveness. It is widely agreed that IT has a considerable beneficial influence on firms’ productivity which can only be achieved if the same is well understood and adopted. It remains imperative to adequately comprehend the influence IT has on productivity in the banking sector (Oliveira and Martins 2009). Technological changes like the use of among other innovations, Internet-Banking, AutomatedTellerMachines , Electronic Funds Transfer and credit cards are fast establishing considerable changes in the banking sector replacing traditional methods . Singh, Chhatwal, Yahyabhoy and Yeo (2002) recognize that being in a very competitive industry, banks may not have the ability to use price to differentiate themselves but e-banking serves the purpose of differentiation strategy to meet the competition. Banks need to be well-versed in IT, its importance and how it is applied in order to meet the emerging international competition (Cooper and Zmud 2003). Private and foreign banks have been the first adopters of technological innovations thus enjoying the benefits of improved efficiency and customer satisfaction. On the other hand, the public sector banks are holding on to the competition. In the process of organization growth, organizations will experience change. According to Ahituv and Giladi (2006), failure to use proper techniques can be a challenge in implementing change. He further goes ahead to state that stress can be reduced if efficient ways are used to introduce and implement the needed change.
ICT offers various benefits to clients and banks in various countries. The benefits to clients have been identified as access to banking services, more convenient services, and faster loan processing and less time in queues. Benefits to the banks are reduced transaction costs, less fraud, improved quality of financial information, increased outreach, reduction in operational costs, and increase in customer satisfaction and loyalty (musatiR,N,M. 2010). ICT has been used to create branchless banks through mobile banking, automatedtellermachines (ATM), and point-of-sale networks among others where clients can access various financial services. Rogers, (2007) examined the role of ICT and in particular mobile phones in the delivery of financial services, mwangi (2013) evaluated the ICT strategy adopted by Standard Chartered Bank Kenya Limited on the bank’s performance. He concluded that effective exploitation of technology is essential for the bank to increase their efficiency and effectiveness levels and reform agenda and all the firms should be incorporating and taking advantage of the technology to increase their growth through the adoption of the technologies.
Now a day banks try to create a diversified distribution strategy in order to market the range of their services. To meet better market requirements in terms of speed and efficiency of services, banks have adopted an interactive electronic and computerized system for their clients. AutomatedTellerMachines one of global acceptable electronic teller machine. The objective of this study was to asses customer satisfaction on AutomatedTellerMachines in commercial bank of Ethiopia Adigrat branch through descriptive research method. The primary data was collected through questionnaire and semi structured interview. Also the secondary data was collected from organizational manuals and internet. The data was summaries and analyzed in table form. This study shows that demographic characteristics of respondents 57.5%,52.5% 47.5%,62.5 %we re males,26-30years age, degree and above and single, respectively. Also this study show that profession of the respondents was governmental employees (72.5%) with monthly income 2001- 3000(30%) for 1-5 years ATM uses (42.5%) was the majority of ATM users. Factor that promotes the respondent to use ATM the majority was reduce time transaction (62.5%)but the least factor to promote ATM to uses were cost effectiveness’s(10%).When we saw Frequently to use the ATM services per month of respondent the 4-8x/month(37.5%)whereas, over 12x/month was teen percents. Contribution of ATM to the success of banks respondent opinion was very high (62.5%). Result indicates that the majority of respondent agreed that ATMs are promptness to card delivery (60%) and number transaction (52.5%), quality of notes (57.5%) and conveniently located (50%) were extremely satisfied. Results show that the majority have ever complained about ATM. Most of the complaints were about doesn’t have less than 50 notes (62.5%), security (42.5%), reduction in balance without cash payment (17.5%) and Cards get blocked of ATMs(12.5%). This study found that Promptness of card delivery, number transaction, quality of note and conveniently located were extremely satisfied the customer. The study also indicates lack of privacy in executing the transaction, reduction in balance without cash payment; Cards get blocked of ATMs and fear of safety was the major cause of concern for the customers. Constituency public awareness about used ATM uses to minimize ATM card broken and adopt CBE bank to used less than 50 birr notes was recommend.
ABSTRACT: AutomatedTellerMachines are useful for providing cash at any instant of time and ensure safety of money. As many people use ATM, it is important to satisfy customer’s necessity with the help of widespread technology. We face many security issues in daily life. At present, we authenticate our account only through password. It provides low security so that the hackers can easily get our passwords and misuse it hence for this purpose we use biometrics which provides safety and high security for the authentication of the customer. The aim of this work is to increase the security level of ATM with Multi-biometrics by the way of creating a 4 digit number and making an alert by SMS or mobile call only to PIN admin. It is done with the help of GSM(two level security systems).
Automatedtellermachines (ATMs) are well known devices typically used by individuals to carry out a variety of personal and business financial transactions and/or banking functions. ATMs have become very popular with the general public for their availability and general user friendliness.