The effects of Auto Teller Machines (ATMS) and service delivery in Uganda Commercial Banks. the case study of Stanbic Bank Lira Branch

Abstract

This study was carried out to establish the effects of Auto Teller Machines (ATMs) and service delivery in Banks in Uganda. It was carried out from Stanbic Bank Lira Branch. Data was collected mainly through the use of interviews, questionnaires and observations. The study involved a total of 40 respondents, 10 staff members, 27 clients of the bank, 3 Supervisors; these were all involved in the bank’s activities at different levels. The study found out that Auto-Teller Machines has prominent effects among the workers and customers during the banking system. Like in saving time, documentary review such as ; recalling clients’ account numbers, retrieving lost information and in the use of ATMs by clients. It was concluded that the Auto-Teller Machines has significant control of banks, despite the workers and clients have benefitted a lot from the process that is; in enhancing service delivery. Ranging from reduced time wastage, client self service with the help of ATMs, trapping counterfeit money and offering a 24 hour depositing and withdrawing services which contributes to economic growth towards the development of financial institutions. Finally, a number of recommendations and areas for further research were suggested as presented in Chapter Five.