EVALUATION OF EFFECTIVE CUSTOMER SATISFACTION ON THE PERFORMANCE OF E-BANKING INDUSTRY IN NIGERIA

Banking industry across the world aids the promotion of Economics growth and development. It is recognition of the crucial rule that has amended 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 automation now characterize of operation in the banking sector of the world economy. Automation is the used of machine instead of people to do a job or industrial process with respect to banking it involves the use of automation machine and computer base device to perform banking activities in a way to increase speed; accuracy and capacity. Automation allows bankers to get closer to their customer and deliver a wide range of services at lower cost it is believed that6 there are four ways in which automation can use banking industry they are:  To perform greater expended based to be handed.  To reduce substantial real cost of handed payment.  Cut bank free from traditional constraints upon time and place.  Introduction new product and services. Automation in the banking industry can manifest in the following way;  Banker automated clearing services.  Magnetic link character reader.  Payment system.  Delivery channel.  Source of information. For the purpose of the study, our scope will be limited to the automated teller machine under the payment system. Payment system involves business transaction without cash or cheque in any other paper made money transaction. The Automated Teller Machine (ATM) enjoys banking service without coming into contract with any bank staff the operating of the machine is guided through instruction programmed into the machine user can gain automated teller machine (ATM) system through a personal identification pin number given to their customer and must not be disclose to a third party. A mechanical cash dispenser arguably an Automated Teller Machine (ATM), was developed and Bonito Luther Gorge Simjian and installedl939 in New York city (U.S.A) by the city bank New York, but removed offer 6 months due to lack of customer acceptance. This instance of innovation was credited to join shepherd first in Enfield town in worth through various other engineer were aware patents for related technologies at, the time shepherded. Barron was awarded on OBE in the 2005 New York honors. The first person to use the machine was REG VERVEY of on the 1 960 the first automated teller machine (ATMS) accepted only a single use taken or voucher was retained by the machine. These worlds in various principles including radiation and low-Coe rarity magnetism that was wiped by the card reader to make fraud more difficult the idea of a pin store on the card was developed by the British Engineer James Good How in 1965. 1.1 STATEMENTS OF THE PROBLEM In the course of this paper answer will be promoted to the following question: 1. What is the historical background of Automated Teller Machine (ATM) 2. What are the reasons for introduction Automated Teller Machine (ATM) 3. What are the effects of Automated Teller Machine (ATM) 4. Does Automated Teller Machine (ATM) solve any problem in Nigeria Bank Industry? 5. What are the problems facing automated teller machine (ATM) in Nigeria banking industry 2. RESEARCH QUESTION In the course of this paper, answers will be provided to the following questions. 1. What is the historical background of ATM? 2. What are the effects of ATM? 3. What are the problem facing ATM in Nigeria banking Industry? 4. What are reasons for the introduction ATM? 3. OBJECTIVE OF THE STUDY Based on the above questions the objective of the paper will be 1. To discuss the history of Automated Teller Machine ATM 2. To examine the reason of introduction Automated Teller Machine ATM 3. To critically examine the problem facing ATM in services delivery. 4. RESEARCH HYPOTHESIS The general hypotheses that will be tested in the course of this project are as follows; HO: Automated Teller Machine will have positive impact on Nigeria bank services HI: delivery. Automated teller machine does have effective services delivery in Nigeria banking industry. 5. SIGNIFICANCE OF THE STUDY The importance of this study to research the reader of the work and banking sector of large cannot be over emphasized. TO THE RESEARCH: This study helps me to analyze and have an insight on the rationale behind the used customer’s satisfaction in the banking industry. TO THE READER: The person who tends to read this research work will have service of E-banking which is being used by understand whether their customer to know how the extent to which the customer is satisfied with this products and services. TO THE BANKS: This research study will enable them to understand whether their customer to know how the extent to which the customer are satisfied with these products and series. 6. SCOPE OF THE STUDY This research study examines e-banking products and services provided by First Bank in Ilorin and how these products and services tend to improve customer satisfaction. The bank to be used for the research work is First Bank Plc. Due to fact that electronic banking is a new banking system that was just introduce in the country, the researchers do face many difficulties in locating relevant document on the subject matter. 7. DEFINITION OF KEY TERMS 1. BANK: A bank is an organization that receives deposit on current, savings or other account, saving or collect cheques down or paid in by customer provide finance, consultancy and investment matter. Making or manage investment on behalf of any person and the provision of insurance. Marketing services and capital market business or such other services. The governor of Central Bank of Nigeria may be gazing the designate as the banking business. 2. BANK CUSTOMER: A bank customer is a person who have any legal with a bank either formal (account holding) or informal (advisory services). 3. E-BANKING: This is also known as electronic commerce, it involved the use of electronic device to exchange information and to sell or buy product or services. 4. E-BANKING PRODUCT AND SERVICES: These are electronic device use in banking activities e.g. internet banking telephone banking, automated teller machine (ATM), television-based banking e.t.c. 5. CUSTOMER SATISFACTION: This can be seen as a state utility attain by a customer. 6. RESEARCH STUDY: This is the study conducted and compiled by the researcher. 7. PROFITABILITY: This can be defined as the income earn by organization or by investor. 8. study. ORGANIZATION OF THE STUDY The study is organized into five chapters as follows: chapter one is an introduction of the research It consists of an overview, statement of problems which the study seeks to provide answer to objective of the study, the significance research question, hypothesis formulated for the purpose of the study scope and limitations of the study, definition of major terms while chapter two is a review of relevant literature and empirical review of renowned authors in this field of study. In chapter three present methodologies upon which the research is bade. In this chapter the population and sampling size, the sample techniques, method of obtaining data and the techniques of data analysis are given consideration. Chapter four consists of a vivid presentation and analyses of data obtained from relevant source in order or prove or disprove the stated hypothesis. Finally, chapter five is the last section of the work and which happen to be last that researcher’s summary conclusions and recommendations