Adoption and usage of automated teller machine services installed by banks in Nairobi
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Date
2004-12Author
Onyango, Stephen E.
Type
ThesisLanguage
enMetadata
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After decades of its introduction in the developed world Automated Teller
Machine services cannot be said to be fully appreciated and used by
residents in the City of Nairobi. This study therefore sets out to establish
its acceptability, adaptability and usage after its introduction as an
alternative to over-the-counter banking service.
This research was carried out by the use of an exploratory survey as
studies on adaptation and usage have not been carried out before.
Questionnaires were administered through judgmental sampling and its
findings analysed with the help of the SPSS Computer package.
In summary its result was that the adaptability of Automated Teller
Machine services is good. Concerns were however raised on the limited
range of service offering that is currently being made available to its
customers by the Banks, the security around its usage, the trust about
correctness and likely fraudulent transactions and also the numbers and
spread of the Automated Teller Machines within and without the city. Grey
areas and information gaps also exists on the range of services currently
available that the residents of Nairobi can enjoy from the Automated Teller
Machines,
Recommendations have therefore been made which includes inter alia the
increase of the range of service offerings beyond what is currently
available, eradication of customers ignorance on what is being offered and
how they can benefit from the full utilization of what is currently available,
improving customer convenience through numbers and location spread of
the machines and making the physical environment more pleasant and
secure. Suggestions for further study were also made. research could be
undertaken on how these machines could be used to contribute towards
further improvements of living conditions and standards of Nairobians
both within and without the operations of the banking industry which
pioneered their introduction and on how to improve upon the unfavorable
perception of insecurity, distrust, and the unavailability of the service at
customers demand.
Sponsorhip
University of NairobiPublisher
School of Business, University of Nairobi