Atm Performance In Access Bank Ghana Ltd:A Case Study Of Offsite And Onsite ATMS in Kumasi
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Date
August, 2015.
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Abstract
The study explores the use of the ATM services at the various ATMs of Access Bank Ghana Limited. The main objective of the study is to access the performance of ATMs in Access Bank Ghana Ltd. This was done by analyzing the various ATMs up time, customer knowledge on ATM services, determining customer perception on the benefits and problems of ATM services and also determining strategies the customers prefer the bank management adopts in order to improve upon its ATM services. 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 were 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 Department of Accounting and Finance Kwame Nkrumah University of Science and Technology School of Business in partial fulfilment of the requirements for the degree of Master of Business Administration (Finance Option).