An assessment of the use of Automated Teller Machine (A.T.M) of Barclays Bank Ghana Limited Akim Oda Branch
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Date
2012
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Abstract
The study explores the use of the ATM services at Akim Oda branch of Barclays Bank Ghana Limited. The main objective of the study is to determine the reasons underlining the low patronage of ATM services at the branch. This was done by analyzing customer knowledge on ATM services, determining customer perception on the benefits and problems of the ATM services and also determining strategies the customers prefer the bank management adopts in order to improve upon ATM services at the branch. The study adopted the descriptive approach which uses quantitative method of data collection and analysis. Questionnaires were the main instrument used for the data collection and it was solicited from 295 respondents using stratified sampling method to break the sample unit according to their level of education. Both primary and secondary data sources were used for the study. Questionnaires was used in gathering the primary data. The secondary data sources included the branch teller transaction reports, branch customer complain file, journals and the internet. It was found that most of the customers have a good knowledge on the services offered by the ATM. A major problem found through the study was that there is a high perception that the branch ATM is associated with technical problems such as frequent network failures and frequent breakdowns. It was also found out that the ATM withdrawal charges for savings account holders were high. It was therefore concluded that majority of ATM subscribers have a good knowledge on the services offered by the branch ATM. The motivating factors for using the branch ATM services are privacy in carrying out banking transactions, time saving element and the flexibility in use. The demotivating factors that prevented respondents from using the branch ATM are high charges, technical failures and unfavourable daily withdrawal limit.
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A thesis submitted to the Institute Of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirements for the degree of
COMMONWEALTH EXECUTIVE MASTERS OF BUSINESS ADMINISTRATION.