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TITLE PAGE

THE IMPACT OF AUTOMATED TELLER MACHINE (ATM) IN BANKS SERVICE DELIVERY IN NIGERIA BANKING INDUSTRY

BY

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EE/H2013/01430
DEPARTMENT OF ----
SCHOOL OF ---
INSTITUTE OF ---

DECEMBER,2018

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APPROVAL PAGE

This is to certify that the research work, "the impact of automated teller machine (atm) in banks service delivery in nigeria banking industry" by ---, Reg. No. EE/H2007/01430 submitted in partial fulfillment of the requirement award of a Higher National Diploma on --- has been approved.

By
---                                                     . ---
Supervisor                                                  Head of Department.
Signature……………….                           Signature……………….        

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External Invigilator

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DEDICATION
This project is dedicated to Almighty God for his protection, kindness, strength over my life throughout the period and also to my --- for his financial support and moral care towards me.Also to my mentor --- for her academic advice she often gives to me. May Almighty God shield them from the peril of this world and bless their entire endeavour Amen.

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ACKNOWLEDGEMENT

The successful completion of this project work could not have been a reality without the encouragement of my --- and other people. My immensely appreciation goes to my humble and able supervisor mr. --- for his kindness in supervising this project.
My warmest gratitude goes to my parents for their moral, spiritual and financial support throughout my study in this institution.
My appreciation goes to some of my lecturers among whom are Mr. ---, and Dr. ---. I also recognize the support of some of the staff of --- among whom are: The General Manager, Deputy General manager, the internal Auditor Mr. --- and the ---. Finally, my appreciation goes to my elder sister ---, my lovely friends mercy ---, ---, --- and many others who were quite helpful.

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TABLE OF CONTENTS
Title page
Certification
Dedication
Acknowledgement
Abstract
Table of contents
CHAPTER ONE:-INTRODUCTION

1. Background of the Study
2. Statement of Research Problem
3. Objective of Study
4. Scopes and Limitation of the Study
5. Research Methodology
6. Statement of Research Hypothesis
7. Significant of the Study
8. Definition of terms
9. Plans and Organization of the Study

 CHAPTER TWO:-LITERATURE REVIEW

1. Literature Review
2. Features of ATM
3. Operation of Automated Teller Machine
4. Role of Interswitch in Automated Teller Machine Development
5. Reasons for Introduction of ATM
6. Effect of ATM
7. Problems of ATM

CHAPTERTHREE:-CASE STUDY AND METHODOLOGY

1. Brief History of Union Bank Plc
2. Research Design and Data Collection Instrument
3. Characteristic of the Study Population and Sampling
4. Administration of Data Collecting Instrument
5. Procedure for Processing Collection Data
6. Limitation of the Methodology

CHAPTER FOUR:- DATA PRESENTATION AND ANALYSIS

1. Presentation of Data
2. Analysis of the Data Base in Questionnaire Administered

CHAPTER FIVE:-FINDINGS, SUMMARY, CONCLUSION AND RECOMMENDATION

1. Findings
2. Summary
3. Conclusion
4. Recommendation
5. Suggestions for further studies

References
Appendix

CHAPTER ONE

1. INTRODUCTION

1.1    BACKGROUND OF THE STUDY
Banking Industry across the world aid the promotion of economic growth and development, it is the recognition of the crucial rile that has engendered a global crusade to improve the sector.  One, major area, of exploration is the use of information technology (IT) to improve banking services with the convergence computing and telecommunication automated now characterize the operation in the banking sector of the world economy.
Automation is the use of machine instead of people to do a job or industrial process with respect to banking, it, involves the use of automatic machine and computer base device o perform banking activities in a way to increase speed, accuracy and capacity.  Automation allows bankers to get closer to their customers and deliver a wide range of service at a lower cost.  It is belief that there are four ways in which automation can be use banking industry, and they are:-

1. To perform greater expended base to be handled
2. To reduce substantial real cost of handling payment
3. Cut the banks free from traditional constraints upon time and place.
4. Introduce new product and services

Automation in banking industry can manifest in the following ways:-

1. Banker automated clearing service
2. Magnetic ink character reader
3. Payment system
4. Delivery channel
5. Source of Information

For the purpose of the study, our scope will be limited to the automated teller machine under the payment system. Where payment system involve business transaction without cash or cheque or any other paper mode money transaction.
The automated teller machine (ATM) is a cash dispenser that is designed to enable customer to enjoy banking service without coming into contact with any banks staff.  The ratio of machine is guided through instructions programme into the machine.  Users can gain access into ATM system through a personal identification pin number give to, the customers and must be discloses to a third party.
A mechanical cash dispenser, arguably an ATM, was developed, and build by Luther George Simjian and installed in 1939 in New York city by the city bank of New York, but remove after 6 months due to lack of over 25years, Nut ill, De ta Rue developed the first electronic ATM, which was installed first in Enfield, Town in north London on 27m June 1967 by Barclays bank.
This instance of innovation was credited to John shepherd Barron, although various other engineers were awarded patents to related technologies at the times.  Shepherd.  Barron was awarded on OBE in the 2005 New Year’s honour.  The first person to use the machine was Reg verney of’’ on the buses fame, a British television programme from the 1960.  The first ATMs accept only a single – use taken 1- voucher, which was retain by the machine.  These worked on various principles, including radiation and low-coercivity magnetism that was wiped by the card reader to make fraud more difficult.
The deal of a pin store on the card was developed by the British engineer James Good fellow in 1965.

1. 2 STATEMENT OF THE PROBLEM

In the course of this paper answer will be provided to the following questions.

1. What is the historical background ATM
2. What are the reason for introducing ATM
3. What is the effects ATM
4. Does ATM solve any problem facing ATM in Nigeria Banking industry
1. 3 OBJECTIVES OF THE STUDY

Base on the above question, the objectives of the paper will be:-

1. To discuss the history of ATM
2. To examine the reason for introducing ATM
3. To highlight the effects ATM
4. To critically examine the problems facing ATM in service delivery.
   

1. 4 SCOPE AND LIMITATION OF THE STUDY

This paper is examining the impact of ATM in banks service delivery in Nigeria Banking Industry so as to know the effect of the introduction of ATM in Nigerian Banking Industry.

1. 5 RESEARCH METHODOLOGY

For this study, both the primary and secondary source of data are employed for data collection. the primary source which includes the material from the bank and information from the questionnaire sent out.  While the secondary source include newspaper, magazine and annual report.

1. 6 STATEMENT OF RESEARCH HYPOTHESIS

The general hypothesis that will be tested in the course of this project is as follows:
Ho: Automated Teller Machine will not have positive Impact on Nigerian Banks service delivery.
Hi: Automated Teller Machine will have positive impact on Nigerian Banks Service deliver.

1. 7 SIGNIFICANT THE STUDY

This study will be beneficial to bankers so as to know the problems facing their customer in using ATM and provide solution to it.  It will also be beneficial to the customer in the sense that they will know the importance at ATM.  Generally, the public will also benefit from this study since they are all an account holder or a bank’s customer.

1.8   DEFINITION OF KEY TERMS
AUTOMATED: - Convert a process or facility so that it can operate automatically.
TELLER: - A bank cashing or a person who counts vote.
MACHINE: - A device with several parts using mechanical power to perform a particular task.
CHEQUE: - A written order to a bank to pay a started sum from an account.
BANK: - An organization offering financial services especially the safe keeping of money.
ATM Card:- Debit card use by banks customer in making transactions via ATM. The card is a complex circuit that process microprocessors with single chips that contain the complex Arithmetic and logic unit of computers. It provides access to customers to perform balance inquiry, mini statement and cash withdrawal as well as transfers through the use of Automated teller Machines. This Debit card can also be used for internet online and POS transactions.
Chip card:- This is a card containing one or more computer chips or integrated circuits for identification, data storage or special purpose processing used to validate personal identification numbers, authorize purchases, verify account balances and store personal records.
Electronic Data Interchange (EDI):  The transfer of information between organization machines readable form.
Electronic money:- Monetary value measured in currency units stored in electronic form on electronic device in the consumer’s possession. This electronic value can be purchase and held on the device until reduced through purchase or transfer.
Mobile Banking:- This is a product that enables the bank to offer customers to access services anywhere. Customer can make their transactions anywhere such as account balance, transaction enquires, stop checks, and other customers services instructions balance inquiry, account verification, bill payment, electronic fund transfer, account balances, updates and history, customer service via mobile, transfer between account etc.  
Banking: The business receiving money from outside as deposit for safe keeping and making payment accrued which the money is due for payment and also advancing loans to those who keeps money for safe keeping as well as the public at large.
Account: Is a period during which transactions takes at the end and in which settlement must be made
Banker: These refers to group of persons who receive money from individuals for safe keeping in the agreement that he will refund the said amount collected either on demand or at some certain date agreed upon.
Cheque: It is an order written by the owner to the banker to pay on demand to the bearer of the cheque.
Dishonored Cheque: A cheque, which the bank refused to attend to for one reason or the other e.g irregular signature, post dated cheque etc.
Loan: The amount of money that is lend out and that must be repaid within an agreed rate of interest usually for specific period of time.
Pass Book: It supplied to the customer by the bank in which all entries are made of all deposits and withdrawals that are made.  
Unpresented Cheque: These are cheque drawn by the drawer but not yet presented for payment by the bearer.
Overdraft: Is usually created on a current account unlike a loan account where only periodical payments are made.  An overdraw account is a running account where drawing and deposits are made.  An overdraft account is a running account where drawing and deposits are made.  In an overdraft account as frequently as may be needed or received in connection with the business to meet the account related.
Payment System – A financial system that establishes that means for transferring money between suppliers and of fund, usually by exchanging debits or Credits between financial institutions.
Point Of Sale (POS) Machine - A Point-of-Sale machine is the payment device that allows credit/debit cardholders make payments at sales/purchase outlets. It allowed customers to perform the following services Retail Payments, Cashless Payments, Cash Back Balance Inquiry, Airtime Vending, Loyalty Redemption, Printing ministatement etc.
Smart Card – A Card with a computer chip embedded, on which financial health, educational, and security information can be stored and processed.
Transaction Alert - Our customers carry out debit/credit transactions on their accounts and the need to keep track of these transactions prompted the creation of the alert system by the Bank to notify customers of those transactions. The alert system also serves as notification system to reach out to customers when necessary information need to be communicated.
Western Union Money Transfer (WUMT) - Western union Money transfer is a product that allowed people with relatives in Diaspora who may be remitting money home for family up-keep, Project financing, School fees etc. Nigerian Communities known for having their siblings gainfully employed in other parts of the world are idle markets
ICT: Acronym for Information and communication technology.
ATM: Acronym for Automated Teller Machine
MIS: Acronym for management information system
Online-real-time: Electronic banking through internet and computer network

1. PLANS AND ORGANIZATION

Chapter one contain the introduction, scope and limitation of the study, statement of the problem, objective of the study methodology and plan of the study.  While the chapter two deals with the literature review.  Chapter three contains methodology and chapter four deal with presentation and analysis of the data and finally changer five contain the findings, summary, conclusion and recommendation and suggestion for further studies.

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