Friday 31 January 2014
2014 AGBAMI SCHOLARSHIP APPLICATION IS ON
2014 Agbami scholarship Application is on. Apply here Now!!!
STAR DEEP PETROLEUM LIMITED
(A Chevron Company and Operator of the Agbami Field)
R. C. 299998
APPLICATION FOR 2014 AGBAMI SCHOLARSHIP
Star Deep Water Petroleum Limited, a Chevron company and operator of the Agbami Field, in its continuous support for capacity building in the Health and Engineering sectors as a strategic feed into the national manpower pool, is offering a number of University Scholarships to qualified Nigerian students from ALL states of the Federation.
The scholarship program, funded by Star Deep and its Agbami partners, is a major component of the Agbami partners’ Social Investment in the strategic development of Health and Education in Nigeria and the Niger Delta in particular.
Applications are invited from FULL-TIME, 100 and 200 level undergraduates from any state of the Federation, studying any of the under listed courses in universities within Nigeria:
Medicine/Surgery
Dentistry
Pharmacy
Engineering
QUALIFICATION PROCESS: Interested applicants should click on the “How it works” tab to proceed. Application closes Midnight 28th February, 2014
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
This application is for only Fresh Applicants, current beneficiaries from previous Agbami Schemes should kindly click www.scholastica.ng
Official Procedure Application of 2014 Agbami Scholarship
Application is open to fresh candidates.
1. Before you start this application, ensure you have clear scanned copies of the following documents
*.Passport photograph with white background not more than 3 months old (450px by 450px not more than 200kb)
*.School ID card
*.Admission letter
*.Birth certificate
*.O’ Level result
*.JAMB Result
2. Ensure the documents are named according to what they represent to avoid mixing up documents during upload
3. Ensure you attach the appropriate documents when asked to upload
To apply, follow the steps below:
1. Click on “Apply Now” tab.
2. Click on “Register Now” to create an account.
3. Proceed to your email box to activate your account
4. Click on
www.scholastica.ng/Schemes/Agbami
to return to Scholarship site
5. Enter your registered email and password to upload your information.
6. Enter your personal information, National Identification Number (if available), educational information, other information and upload required scanned documents.
7. Ensure the name used in applications matches the names on all documentation in same order. Upload a sworn affidavit or certificate if otherwise.
8. Ensure you view all documents after uploading, to eliminate errors during uploading.
9. When asked to upload photo, upload a pass-port photograph with a white background.
10. Recheck application information to avoid errors
11. Click “Apply Now” to submit information
12. You will receive an email and a sms that confirms your application was successful.
13. Return to
www.scholastica.ng
, enter your Email and Password to download your profile and proceed to have your Head of Department sign the document.
14. Upload a scanned copy of the signed profile, this would be used for verification.
15.
If National Identification Number (NIN) number was not available in step 6
, to obtain your National Identification Number (NIN)
*.Visit http://ninenrol.gov.ngto register and learn more about the National Identity Number
*.Click “Create Account” and fill in the required fields
*.Login with Email and Password to complete the form
*.After completion, schedule a date for photo and finger print capture
*.Visit any of the 37 capture centres www.nimc.gov.ng/pages/general /enrolmentcentres.htmto complete the registration process and obtain your National Identity Number
*.You can also do your total registration at the NIMC office
16. Return to
www.scholastica.ng/Schemes/Agbami
and update application with National Identification Number (NIN) to ensure completion
Note: Multiple applications attract a disqualification penalty from the Scholarship board
For More Information on the scholarship Application, call Nigerian University Scholarship Admin on 08069320074
Monday 27 January 2014
LATEST ON LASU CRISIS
While speaking on LTV this morning, LASU PRO, Dr. Sola Fosudo said:
"Since the House of Assembly has set up a Committee to unravel the root and remote causes of the rampage; the extent of damage done to the university and the cost implication of repairs, this would take a long time. Again, the House Committee will have to submit its report to the House, which will in turn be deliberated upon exhaustively. The House will also hand the report over to the School Management and Governing Council. The Management will submit same to the Senate, before reopening. This is not a unilateral decision to be taken by the VC alone... So you will agree with me that this process is indeed tedious. As for the reopening of the registration portal, the school will resume first before it. All the affected students will sign undertaken first, the SUG must write letter of apology; the vandalised facilities must be repaired before exams start" he said.
This statement has confirmed that the Lagos State House of Assembly and the Management of Lagos State University are less concerned about the health status of the students that were injured by the tear-gas canisters shot by the men of the Police Force during the protest which led to the closure of the school. These students are currently receiving treatment in the hospital.
They are also not concerned about the root cause of the crisis - the inability of some students to register before the closure of registration portal largely due to their inability to raise money on time to pay the outrageous school fees which fall between N193,000 and N350,000. This again underlines the insensitivity of our leaders to the plights of the common man.
While addressing the current situation is important, the future is much more important, and i'm more concerned about the future of LASU. If the school fees remain at this level, then the last has not been heard of the LASU crisis. Students will continue to drop out of school, student population will continue to fall, revenue generation will drop, lecturers will be sacked, students and lecturers will revolt. Greatest Lasuites, please am not a prophet of doom o, i'm only saying the obvious
Friday 24 January 2014
LAGOS STATE UNIVERSITY (LASU) SHUT DOWN INDEFINATELY BY MANAGEMENT FOLLOWING THE PROTEST BY STUDENTS OF THE INSTITUITION
Authorities of the Lagos State University, Ojo on Thursday shut the institution following a violent students’ demonstration.
This came as the Vice-Chancellorof the university, Prof. John Obafunwa, escaped the students’ wrath by a whisker.
Obafunwa was reportedly spirited away from the university in a police uniform to avoid the molestation of the protesting students.
He was allegedly “smuggled out” by the police in an Armoured Personnel Carrier.
However, the rampaging students smashed his Toyota Corrola official vehicle as well as that of his personal assistant. They also destroyed some property in the administrative block of the university.
To quell the crisis, the police, who stormed the campus with over 20 patrol vans and two APCs, fired teargas canisters at students, a development that also left many of them injured.
Many of the injured students, especially the female, later received treatment at the emergency unit of the university’s medical centre.
One of our correspondents learnt that two of the students, who are in critical condition, have been transferred to the Ikeja General Hospital.
One of the injured students, simply identified as Adijat, said the police fired teargas canisters at them.
But the Area E Commander, in charge of the Ojo, Assistant Commissioner of Police, Dan Okoro, denied that his men teargassed the students.
The students, he said, sustained injuries while trying to break the windows to the VC’s office and windscreen of some cars.
The demonstration, which started on Wednesday evening, escalated on Thurday morning with students protesting at the university gate with placards.
The students, who later regrouped, marched to the Lagos-Badagry Expressway, and caused heavy traffic on the busy highway for so many hours.
Their action also disrupted the university’s second semester examination for 2013/2014, which would have started on Thursday (yesterday).
The protesting students marched to the examination halls and chased away their colleagues already seated for the examinations.
The students were protesting against the exclusion of some of their colleagues from writing the semester examination.
Meanwhile, the university authorities, in a statement on Thursday announced the indefinite closure of the institution.
The statement reads, “In the view of the violent protest by some affected students of LASU over the closure of the university portal for registration of courses for the rain semester 2012/2013 examination, the university management has decided to shut down the university indefinitely.
“Also, examinations have been put off till further notice. With this decision, students of the university are expected to vacate the university premises until further notice.”
In a related development, the Lagos State House of Assembly on Thursday summoned the Special Adviser on Education, Mr. Fatai Olukoga, the Governing Council, management staff of the university and the students’ union leadership to appear before the House on Friday (today).
The Chairman, Committee on Education, Science and Technology, Wahab Alawiye-King, brought the protest to the notice of the House at plenary under matters of urgent public importance.
Alawiye-King while briefing the House, appealed to the school authorities to reopen the portal for two days to enable the students to register and sit for the examination to halt the current crisis.
Before the summons, the lawmakers at the plenary had disagreed on the issues, resulting in their Speaker, Adeyemi Ikjuforiji, calling for a short-adjournment to enable them to resolve the issue at a parliamentary session.
Meanwhile, the Education Rights Campaign, has called for the immediate withdrawal of the police from the university and the establishment of a democratic process to hold discussions with the aggrieved students and the university’s union body.
JAMB 2014 CLOSING DATE AND DETAILS FOR DIRECT ENTRY CANDIDATES
JAMB 2014 closing date, 2013/2014 Jamb Registration Dates
JAMB2014 closing datehas been the thing making wave now and we are expecting the2014 Jamb Registrationclosing dateto be soon.
You are also to be informed that the 2013/2014 Jamb Registration is currently ongoing. The Jamb registration can still be completed on jamb’s webpage at www.jamb.org.ng.
The Jamb 2014 Direct entry formis also up for sale.
Inline with the 2014 JAMB Registration, you will be making use of a finger scanner to get your biometrics and license to kick the online registration (This applies to all café owners and registrars) so as to cut off falsified information’s been supplied by prospective students.
This Digital package can be acquired for a token of N18,000 which also includes the license to use the same on Jamb registration WebPages.
WHEN IS THE JAMB 2013/2014 REGISTRATION CLOSING?
Below, I’ll be going into details on the JAMB Registration Closing Date, Exam Dates and the accredited centers.
JAMB already calls on all applicants and prospective students to apply for the examinations into various universities for the 2014/2015 academic session.
This examination is in the below listed forms.
Computer Based Test (CBT)
Dual Based Test (DBT)
Paper Pencil Test (PPT).
JAMB 2014 Registration will span a period between 4th November, 2013 – 14th March, 2014. You are by this article notified that the Jamb Registration portal will be locked to new applications on the 25th of March, 2014.
DIRECT ENTRY APPLICATIONS
All direct entry applicants must strictly adhered to the below listed instructions.
Firstly, you must possess a five passed courses in no more than 2 exam sittings (SSCE/GCE, NTC/NBC)
Secondly is a passed course (2) in the IJMB Advanced Level Examination/Cambridge Schools of Basic Studies Exam, Institute of Baccalaureate etc.
Thirdly, you must pass two major courses (English, Math’s, Science etc) in your NCE including S.S.C.E, NTC/NBC or its equivalent.
JAMB 2014 Examination Dates
- Paper Pencil Test (PPT) – Sat. 5th April, 2014
- Dual Based Test (DBT) – Sat. 5th April, 2014
- Computer Based Test (CBT) – Date will be published soon.
MAYORS EDUCATION CONSULT: YABATECH ACADEMIC ACTIVITIES FOR 2013/2014 SESSION...
MAYORS EDUCATION CONSULT: YABATECH ACADEMIC ACTIVITIES FOR 2013/2014 SESSION...: Commencement of Academic Activities for 2013/14 Session Consequent upon the review of the Academic Calendar of Activities by the Academic Bo...
YABATECH ACADEMIC ACTIVITIES FOR 2013/2014 SESSION
Commencement of Academic Activities for 2013/14 Session
Consequent upon the review of the Academic Calendar of Activities by the Academic Board at its meeting of 15th January, 2014.
Please find below the schedule for resumption of all Full-Time students as follows:
Commencement of Registration for Returning Students - December 23, 2013
Commencement of Late Registration for Freshers and Returning Students - Feb. 10, 2014
Commencement of Lecturers for Freshers and Returning Students - February 24, 2014
End of Late Registration for Freshers and Returning Students - February 28, 2014
Commencement of Registration of SIWES and Teaching Practice Students - February 17, 2014
SIWES and Teaching Practice Students commence Lecturers/Commencement of Late Registration - March 10, 2014.
Students are therefore urged to take advantage of this opportunity and to note that there will be no extension of registration after this date.
While we anticipate your cooperation in ensuring a hitch free semester, please accept the assurances of the Rector’s goodwill and support.
OSIDIPE. M.O
PAR (Exams)
For Registrar
Thursday 23 January 2014
WAR IN LASU AS STUDENT DESTROYS VC's CAR
WAR IN LASU UPDATE: Students Disrupt Exams, Stone Vice Chancellor (PHOTOS)
Students of the Lagos State University (LASU) went on the rampage on Thursday, disrupting the university’s second semester examination and destroying properties in the process.
The students had closed and halted all activities Wednesday night as they protested within and in front of the school premises, while blocking the main gate and making bonfires on the Lagos-Badagry expressway.
According to eyewitness, the students threw stones and sticks at the University Vice Chancellor Prof. John Obafunwa, as he tried to evade them.
It was gathered that before the 6-months ASUU strike which ended in December, the school’s website had been closed down by the school authorities, preventing students from completing their registration. Now the strike is over, exams are starting and the portal is still closed.
One of the students who claimed anonymity said,“Now that we have resumed, it is still the same thing. Exam is starting today and some students haven’t yet registered. The Vice Chancellor said he is not going to open the portal which means all the students affected will have extra year after paying 250,000 as school fees. Most of the affected students paid N250,000 as school fees. Normally, the web portal is closed down a week before exam. The affected final year students will have to get an extra year. It won’t cost the VC a dime to order the opening of the portal. That was the reason for yesterday’s protest.”
According to the students, only 708 were able to register before the portal was shut again leaving, 1292 students to their fate.
When the students union government went to plead on behalf of the students, the VC was reported as saying those yet to register are insignificant and would automatically have to carry the session over, a statement which infuriated the students and they decided to take laws into their hands.
Efforts to speak with the Dean of Students Affairs, Prof. Kabiru Akinyemi, was not successful as he said he cannot comment on the matter now.
However the speaker of the Students Parliamentary Council, Sodiq Adewunmi Sanni, while speaking with journalist said, “The university management needs to consider the students, they are paying the highest school fees for a state university in Nigeria. Even though I am not affected, the students’ school fees is outrageous. They have gone through a lot and to now deny them registration is not in anybody’s good interest.
He therefore advised that the management postpone the exams till next week, so as to accommodate the 1292 students that are yet to register.
Friday 10 January 2014
THE EFFECT OF AUTOMATED TELLER MACHINE USE ON CUSTOMER SATISFACTION IN BANKING
A CASE STUDY OF CENTENARY RURAL DEVELOPMENT BANK, GULU BANK BRANCH
BY
LUKWIYA BENARD OSTEEN
UNDER THE SUPERVISION
OF DR. MUYINDA PAUL BIREVU OF THE DEPARMENT OF DISTANCE AND OPEN LEARNING
A RESEARCH REPORT
SUBMITED TO THE DEPARTMENT OF DISTANCE EDUCATION, IN PARTIAL FULFILMENT OF THE
AWARD OF THE DEGREE OF BACHELOR OF COMMERCE OF MAKERERE UNIVERSITY
|
|
DECLARATION
I LUKWIYA
BENARD OSTEEN hereby declare that I have accomplished my study and that
this is my original work and have never been submitted to any University or any
other academic institution for an award of a Degree in any field.
Signed…………………………. Date…………………….
LUKWIYA BENARD OSTEEN
APPROVAL
I certify that Mr. LUKWIYA BENARD OSTEEN carried out this
research under my supervision and is submitted with my approval.
Signed……………………………… Date……………………………
SUPERVISOR- DR. MUYINDA PAUL BIREVU
.
DEDICATION
This work is dedicated
to my late Mum Mrs. Late Martina Ogik who gave her all in seeing that I entered
and completed the course, but didn’t get the chance to live and witness the
result of her dedication.
May the almighty God
welcome you into his Kingdom with abundant blessings.
ACKNOWLEDGEMENT
I thank God, the Father almighty, without whom none of this would
have been possible, and through whose grace, I have come this far.
I would like to appreciate my supervisor, Dr. Paul Muyinda Birevu
for his patience, advice, guidance, mentorship, tireless efforts and
supervision of this study right from its inception to the end. Thank you so, so
much. Without your encouragement and devotion, I wasn’t going to complete this
work. God bless you abundantly
I am extremely grateful
to my family, my beloved Dad Mr. Severino Ogik, Sister Miss Atim Joy Grace,
Brother’s Komakech Denis Hardnan and Obwona Peter Patrick and crowning it all
is My Dearest Wife Lamunu Mavis Dorcas for their TOTAL support, complete dedication, understanding and
patience in seeing me get through with the course during this challenging time.
Thank you for being there for me throughout this time. I also thank my brother Fred,
Sister Maggie, Nephews Johnson, Mike, Ojara and finally my Niece Flo for their
support, prayers and advice during my studies.
Many thanks go to all my
fellow students, friends and staff in the department of Bachelor of Commerce,
for all their guidance and moral support throughout the program.
May the LORD God bless
you all abundantly.
TABLE OF CONTENTS
DECLARATION………………………………………………………………………………i
APPROVAL …………………………………………………………………………………..ii
DEDICATION………………………………………………………………………………..iii
LIST OF TABLES
LIST OF FIGURES
ACRONYMS
CERUDEB Centenary
Rural Development Bank
ATM
Automated Teller Machine
CPU Central Processing Unit
SSPS
Statistical Package for Social sciences
ABSTRACT
This research study was
carried out to obtain the impact of the use of ATM system of banking on
customer satisfaction. Research on the use of ATM system of banking customer
satisfaction remains unrepresented and is a growing area of interest.
It further offered a
controversial topic that ATM holders could engage in to further make sense of
the different negative and positive effects of ATM use that exist, and how these
directly influenced responses to gendered phenomena. It was therefore elicited
significant constructions of results and hence was used as a vehicle to further
add insight into the constructed nature of awareness about the customer
services offered by ATM points to account holders, effectiveness of ATM service
on account holders and the relationships between ATM services and customer
satisfaction.
This was achieved
through the use of a sample of (40) ATM users of CERUDEB, Gulu branch were
selected. Through this method the information the impact of the use of ATM
system of banking on customer satisfaction.
Data was analyzed using
SPSS (statistical package for
social sciences). The results were understood as largely; almost three quarters
of the respondents rated the services offered by an ATM to be effective with
withdrawal as the main service offered by ATM, followed by checking of balances,
while the statement/mini statement of account came third, and Cash or cheque
deposit came last. The finding further depicts that more than half of the
respondents were satisfied by the services offered by the ATM.
This study thus shed
light on the awareness of the ATM services to nature evident results in
customer satisfaction in society and as a view point for banking industry by
showing how quality services offered by ATM service points are essential and
its relationship to customer satisfaction.
CHAPTER ONE
1.0 INTRODUCTION
Automated Teller Machine (ATM) refers to a machine that acts as a
bank teller by receiving and issuing money to and from the ATM account holders/
users. The evolution of ATM was not in isolation, rather as a result of the
general global wave in the technological revolution. This came due to the need
to respond to the challenge of the multiple bulk of daily complex information
that arises from among others; increase in competition, increased customer
demand for both service provision as well as efficiency, expansion due to the increase
in demand for services etc.
The introduction and
use of ATM system of banking therefore brought in efficiency in the banking
industry majorly in terms of speed, data processing and storage. Thus it saw a
huge improvement in the long queuing in most banking halls. Despite of all the
merits of the ATMs, customers still complaint of shortcomings on the use of the
system like; break downs of ATMs, long queues at ATM service points, retention
of customer’s cards. Thus the researchers intends to find out why still these cries.
1.1 Background to the study
The history of banking is that till the industrial error, banking
services were rendered on manual basis characterized by; ledger keepers at back
office, cashiers providing front desk service, ledger cards, cash registers
among others. This is not only tedious, but also strenuous and slow besides
providing inaccurate and unreliable information on a regular basis because of
the human error. The limitations of manual banking highlighted above in most
cases results to customer complaints, slowness in service provision, long queue
and high operational costs etc. These limitations reduce reliability of
financial services as regards to accuracy and completeness. Relying on such
information results into managers making decisions that leads to costs and
administration problems as evident by the closure of banks like; Green land
bank, Co-operative bank, International Credit bank and Trans-African bank. This
is because manual records had been altered by back staff to defraud it.
The above manual unreliable service provision gave rise to
technological means of efficient and fast way of serving customers given the
rise in demand for banking services. This saw the emergency and use of the ATM
among many other inventions like; telephone banking, internet banking etc. ATM
is the abbreviation of Automated Teller Machine which acts as a teller in a
bank who takes and gives money over the counter. ATMs are placed not only near
or inside the premises of banks, but also in locations such as shopping
centers/malls, airports, grocery stores, petrol/gas stations, restaurants, or
any place where large numbers of people may gather. ATM services includes
function such as cash withdrawal, balance enquiry, bill payment, cash and
cheque deposit, saving and credit account on a 24 hr basis. Thus with the
appearance of ATMs, some limitation of time and geographic location has been
resolved.
These innovations embraced by the Government of Uganda coupled
with the hard work of the players in the financial sector, Centenary Rural
Development Bank (CERUDEB) inclusive has seen an increase in the enrolment of
the banks ATM users as evident by the long queue at most banks ATM service
points referred by different names such as; Cente point for CERUDEB, Orient
express card for Orient bank etc.
1.2 Statement of the Problem
The introduction and use of
ATM system of banking has received different perceptions. One of the views is
that, it may not have really created customer satisfaction for bank clients,
and the other is that, it may have. Despite of all the merits of the ATMs,
customers still complaint of shortfalls on the use of the system such as; break
downs of ATMs, long queues at ATM service points, retention of customers cards,
limited knowledge on the use of ATM cards, fraudulent transactions and its
operation in just a few languages.
It’s therefore against this background that the researcher was
prompted to investigate and find out the effect of ATM system of banking in
enhancing customer satisfaction in CERUDEB, Gulu branch.
1.3 Purpose of the Study
The purpose
of the study was to obtain the impact of the use of ATM system of banking on
customer satisfaction.
1.4 The Specific Objectives of the study were:
i.
To find out customer
services offered by ATM points to account holders
ii.
To establish the
effectiveness of ATM service on account holders.
1.5 Research Questions
i.
What are the services
offered by ATM?
ii.
How effective are the
services provided by ATM to account holders?
iii.
What are the relationships
between ATM services and customer satisfaction?
1.6 Scope of the Study
1.6.1 Content Scope/ Variable Scope
The topic of the study is the effect of Automated Teller machine
(ATM) in enhancing customer satisfaction. Here the effect of ATM is the
independent variable where as customer satisfaction is the dependent variable.
The effectiveness of the ATM services on customer’s service shall be measured using
variables like; reliability, speed and efficiency of ATM services in solving
the queuing problems of banks clients. While customer satisfaction shall be
measured by variable like; less or no customer complaints about ATM services
offered.
1.6.2 Geographical Scope
The study was conducted at CERUDEB, Gulu branch and its ATM
service point located within the same District. The researcher decided to Cary out the study in the
branch because of the ever long queue at the banks ATM service point day in day
out but worst at the end and beginning of the month.
1.6.3 Time Scope
The study looked at how the ATM system of banking has been
providing quality services in relation to customer’s expectations from the
period 2004 to 2010.
1.7 Significance of the Study
i.
The findings of the study can
help the CERUDEB as well as the banking industry by showing how quality
services offered by ATM service points are essential and its relationship to
customer satisfaction.
ii.
The conclusions and
recommendations of the study can to help the banking industry in the
identification of the weaknesses in the use of ATM system of banking on the
ways of improving its services
iii.
This study can also to be of
great importance to future scholars who will pursue research in fields related
to ATM system of banking and service satisfaction.
CHAPTER TWO
2.0 LITERATURE REVIEW
2.1 Introduction
This chapter reviewed the available literatures written on this
topic and in other related areas in this chapter. This was made possible by the
identification, collection and review of these literatures from various sources
such as text books, journals, reports and the internet.
2.2 The Concept of ATM
ATM is typically made up of the CPU for controlling the user
interface and transaction devices, magnetic or Chip card reader for identifying
the customer, display which is used by the customer for performing the
transaction, function buttons usually close to the display or a Touch screen
used to select the various aspects of the transaction and a record printer
which provides the customer with a record of a transaction (Cronin and Mary,
1997).
Most ATMs are connected to inter bank networks, enabling people to
withdraw and deposit money from machines not belonging to the bank where they
have their account or in the country where their accounts are held thus
enabling cash withdrawals in local currency (Maxwell, 1990). They are often
identified by signs above them indicating the name of the bank owning them.
2.2.1 Evolution of ATM
ATM is said to have evolved from early cash dispenser and is said
to have first been introduced in the early 1970’s. The dispensers were operated
by a token inform of a punch card. This enables a customer to withdraw as
sachets of suitable values of bank notes. These sachets processes and then
return the card to the customers. Another source has it that ATM concept was
started around 1967, and that it was first installed in Endfield town, on the
London Borough of Endfield by Barclays Bank. Thomas (1996). This is said to
have been accredited to John Shepherded Baron, although George Simon registered
patent in New York
and Don Wetzel and two other Engineers from Docatel Company also registered
patent in June/ April 1973. Brendan (1996). This in the second generation was
improved to the extent that made it possible to count proved money.
2.2.2 Operation of ATM
ATMs typically connect directly to their ATM Controller via either
a dial-up modem over a telephone line or directly via a leased line. Leased
lines are preferable because they require less time to establish a connection. Musiime
and Biyaki, (2010). It is observed that,
most modern ATMs, the customer is identified by inserting a plastic ATM card
with a magnetic stripe or a plastic smartcard with a chip that contains a
unique card number. Security is provided by the customer entering a personal
identification number (PIN). For one to access ATM service, he/ she (the card
holder) has to insert the card (magnetic strip card) into the machine (ATM),
which then reads the strip and makes contact with the central computer to
confirm the genuity of the card which is either accepted rejected depending on
whether it is valid or not. When accepted, the customer then punches his/ her
PIN number which is then verified according to its compatibility with the
information stored in the card. After which it then perform the service
requested of like (issuing cash, accepting cash/ cheque deposit, balance
enquiry, mini-statement) etc, and finally ejects the card.
2.3 Effectiveness of ATM
Without usage of technology the
banking sector cannot provide customers with effective services (Patricio et
al., 2003). Effective service delivery is a new or significantly improved
service concept that is taken into practice (Drake, 2001). Customer
expectations concerning service encounter experiences and service delivery
mechanisms as well as the entire concept of what constitutes quality service
are therefore key issues that need to be considered prior to the implementation
of any structural change. Patricio et al. (2003). Effective service
delivery is a service product or service process that is based on some
technology or systematic method. It can be a new customer interaction channel,
a distribution system or a technological concept or a combination of them.
(Kelley et al. 1990). Kumbhar
(2011). Observed that effectiveness of service provision have a
significant relationship with overall customer satisfaction. Effective service
delivery is positively related to customer satisfaction in that, when a
customer perceives that the delivery mode of the transactions that the bank is
supposed to offer is quite good, the more the customers will be satisfied with
the bank services.
2.4 The Concept of Customer Satisfaction
Cacioppo (2000) defines Customer satisfaction as the state of mind
that customers have about a company when their expectations have been met or
exceeded over the lifetime of the product or service as quoted by MALCOLM (2008).
Increased customer expectations have created a competitive climate whereby the
quality of the relationship between the customer and bank has taken on a
greater significance in some cases than the product itself. (Musiime and
Biyaki, 2010). Krishnan et al (1999). Point out that, the banking industry strives
to succeed by putting the topic of rapid and changing customers needs to their
agenda. This can be achieved through good customer care and offering attractive
services or products that other competitors may not offer. Therefore, customer
satisfaction is seen as a key performance indicator within business. The
concept of customer satisfaction occupies a central position in marketing and
practice (Cardozo, 1965). Customer satisfaction is a person’s feelings of
pleasure or disappointment resulting from comparing a product’s perceived
performance or outcome in relation to his or her expectations. (Musiime and
Biyaki, 2010).
In summary, Customer Satisfaction is the actual meeting of customer’s
expectation after he or she has completed consuming a product or service.
2.4.1 Who is a Customer
A customer is the most important visitor on our premises. He is
not dependent on us. He is not an interruption to our work. He is the purpose
for it. He is not an outsider on our business rather he is part of it, we are
not doing him favor by serving him rather he is doing us favor by giving us an
opportunity to do so. Wasswa, (2003). Pg 35. He further described a customer as
one that enables the organization exists. They are the purpose of our business.
In my own view, I believe that, customers are the heart, the life
and the soul of our businesses, without whom we can’t hold even for a second to
exist in business. Hence they should be accorded utmost respect and care when
rendering service to them.
2.4.2 Importance of Customer satisfaction
Khirallah (2005) defines customer satisfaction as; a customer's
perception that his or her needs, wishes, expectations, or desires with regard
to products and service have been fulfilled. Consumer satisfaction in short can
therefore be defined as an evaluative process that contrasts pre-purchase
expectations with the actual perceptions of performance during and after
consumption experience. In summary, Customer Satisfaction is the meeting or even
exceeding of a customer’s expectation after the use product. The outcomes of
satisfying a customer are:-
Customer loyalty- LOYAL
customers are those who have the enthusiasm about the brands or products they
use. The more enthusiastic a customer is, the higher the profit contributed to
the brand. (MALCOLM 2008).
Musiime and Biyaki,(2010). Loyalty is a combination of intentional
repurchase behavior and psychological attachments of a customer to a particular
service provider. The fundamental assumption of all the loyalty models is that
keeping existing customers is less expensive than acquiring new ones. In
summary, Loyalty is customer’s demonstration of faithful adherence to an
institution despite the occasional errors. Thus satisfying a customer is very
paramount to organizations existence.
Customer retention- Customer
Retention is the ability to hold on to customers over time. Joseph and Stone
(2003). Customer retention is the activity that the selling organization
undertakes to reduce customer account defections. It can also be described as a
series of actions that the selling organization undertakes to reduce defections.
Musiime and Biyaki, (2010). Ganesh et al., (2000)., observed that,
long-term, customers become less costly to serve due to the bank’s greater
knowledge of the existing customer and to decrease serving costs. They also
tend to be less sensitive to comparative marketing activities (Czepiel, 1990).
Loosing customers not only leads to opportunity costs because the reduced
sales, but also to an increased need for attracting new customers which is five
to six times more expensive than customer retention (Joseph and Stone, 2003).
2.4.3 The relationship between ATM use and Customer satisfaction
Earlier research by Brownlie (1989) has recommended that some
consumers have positive attitudes
towards ATMs based on dominant perceptions of convenience/accessibility/ease
of use. As observed by Malcolm (2008). On
the other hand, Reichheld and Sasser (1990) have recognized the benefits that
customer satisfaction delivers to a bank. For instance, the longer a customer
stays with a bank the more utility the customer generates. This is a result of
a number of factors relating to the time the customer spends with a bank.
Without usage of technology the banking sector cannot provide customers with a
satisfactory service (Patricio et al.,
2003). Effective service delivery is a new or significantly improved
service concept that is taken into practice. Musiime and Biyaki,(2010). According
to, Patricio et al. (2003)
customers will use different service delivery systems dependent on their
assessment of each channel and how it contributes to the overall service
offering. Hence service satisfaction will not merely be based on isolated
service encounters and experiences but rather on the overall feelings of
satisfaction. With automated teller machines networks already in place in most
of the urban areas, the drive is now focused towards the rural areas where the
use of automated teller machines is still uncommon. Musiime and Biyaki,(2010).
2.5 Conclusion
From the review of literature, it can be observed that the
operation and use of ATM services in the financial sector, has contributed a
lot in changing the way in which financial services and products are being
delivered to the banks clients. As the say goes that, for every step forward
(development), a lot of challenges must have been faced, fought and overcome.
Thus the development of ATM saw the emergency of some challenges for the
industry as customers keep demanding for better service, while the financial
institutions are very busy searching for the most efficient way by which they
can improve on their service provision.
CHAPTER THREE
3.0 RESERCH METHODOLOGY
3.1 Introduction
This chapter explored the methods used in data collection and
their justifications as well as the problems that were encountered at the time
the research was carried out.
3.2 Study Design
The research was descriptive and analytical in nature. However in
order to find out the role of ATM in the satisfaction of customers,
quantitative and qualitative methods were used.
3.3 Area of Study
The study was carried out in CERUDEB, Gulu branch in Gulu
District, Northern Uganda.
3.4 Population
The study only targeted ATM users (customers of CERUDEB, Gulu
branch). A random sampling system was used in the study.
3.5 Sample Size and selection methods
A sample of (40) ATM user’s of CERUDEB, Gulu branch were selected.
The selection was achieved through random sampling methods. This is because the
sample study was relatively small spitted in to a portion of 20 women respondents
and 20 male respondents.
3.6 Data Collection Tools/ Methods
The researcher applied
the use of self administered questionnaires.
3.7 Data Management
The data was assembled
through the means of self administered questionnaire (Primary data) as well as
reading the different materials such as text books, the internet sources,
journals etc (Secondary data).
3.7.1 Data Processing
Data was processed with the help of the Statistical Package for Social
sciences SSPS soft ware application.
3.7.1 Data Analysis
After the collection of
data, the researcher edited and coded the questionnaires. This was done to
determine the response rate, qualitative and quantitative form of analysis shall
be administered. The data was generated, calculated and converted into
frequency table tables and bars.
3.8 Limitations
i.
Convincing the respondents
to respond to the questionnaire was not easy. This however was overcome through
hard effort by the interviewer to convince them that the outcome of the study
will go a head to help their bank to improve on its efficiency which would in
turn be of benefit for them.
ii.
The time allocated for the
final submission of the proposal was squeezing. This means working under pressure.
This was overcome through concentration and dedication on the part of the
researcher coupled with the willingness on the supervisor who is always there
to play his role too diligently.
iii.
There was financial
difficulty. This constraint was remedied through doing all the secretarial work
my self as well as down loading information’s and reading them from friend’s
computers except for printing.
CHAPTER FOUR
4.0 PRESENTATION, INTERPRETATION AND DISCUSTION OF FINDINGS
4.1 Introduction
This chapter presents findings on the
background characteristics of the selected respondents, services offered by the
ATM, effectiveness of the ATM services and the relationship between ATM
services and customer/respondent satisfaction.
4.2 Background characteristics of the respondents.
In order to come out with gender,
occupational status as well as the knowledge of respondents about the ATM
services, the respondents were asked to state their age, occupation, whether
respondent had an account with CERUDEB or not, awareness of ATM banking and
whether the respondents possessed an ATM card.
The result can be seen as presented in
the table below.
|
Sex
|
Total
|
Percent
|
|
Male
|
20
|
50
|
|
Female
|
20
|
50
|
|
Total
|
40
|
100
|
|
Occupation
|
|
|
|
Employed
|
12
|
30
|
|
Business
|
8
|
20
|
|
Student
|
12
|
30
|
|
None
|
8
|
20
|
|
Total
|
40
|
100
|
|
Do you have
an account with Centenary Rural Development Bank?
|
|
|
|
Yes
|
40
|
100
|
|
No
|
0
|
0
|
|
Total
|
100
|
100
|
|
If yes, are
you aware of ATM banking?
|
|
|
|
Yes
|
40
|
100
|
|
No
|
0
|
0
|
|
Total
|
40
|
100
|
|
If yes, do
you possess an ATM card?
|
|
|
|
Yes
|
40
|
100
|
|
No
|
0
|
0
|
|
Total
|
40
|
100
|
Results presented in table 4.1 above show
an equal distribution of gender. This was largely due to an equal distribution between
the respondents with accounts in Centenary Rural Development Bank. The table
further shows that most of the respondents (ATM users) were either students or the
employed, followed by the business class and the non-employed lied bottom. This
can be attributed to the salaries that are mostly now being paid through the
bank for the employed classes and for the case of students, school fees as well
as pocket money being sent or toped through bank accounts this can be the
justification for the high numbers. About holding an account with CERUDEB,
awareness of ATM banking and possessing of the ATM, all the respondents were
aware of the existence of ATM banking, all held an account with CERUDEB and all
of possessed ATM cards. All these can be attributed to the convenience that ATM
services offer in comparison to lining in the banking hall which is always so tedious.
This tends to be in agreement with the earlier point raised by Brownlie (1989)
who recommended that some consumers have positive attitudes towards ATMs based
on dominant perceptions of convenience, accessibility and ease of use.
In conclusion, it can be said that all sexes now hold an Account to near equal
terms, are aware of the existence of ATM services as well as all possesses an
ATM card and uses it.
4.3 Services offered by ATM
This section presents the percentage
distribution of respondents according to the services offered by the ATM and
tries to find out whether these services are satisfactory to the respondent or
not.
The result can be seen as presented in
the table below.
|
Services offered by ATM
|
Total
|
Percent
|
|
Withdrawal
|
22
|
55
|
|
Cash/Cheque deposit
|
4
|
10
|
|
Statement/Mini statement of account
|
8
|
20
|
|
Balances
|
6
|
15
|
|
Total
|
40
|
100
|
|
Are the
services offered enough?
|
|
|
|
Enough
|
27
|
67.5
|
|
Not enough
|
13
|
32.5
|
|
Total
|
40
|
100
|
With reference to table 4.2 above, most of the respondents
identified withdrawal as the main service offered by ATM, followed by statement/mini
statement of account, checking of balances and cash/cheque deposit came last as
a result of the awareness test. The table further depicts that more than half
of the respondents were satisfied by the services offered by the ATM visa vee
those that said the services weren’t enough. The result above can be that the
respondents aren’t so aware of the different services offered by the ATM other
than withdrawal. This calls for the bank to do more awareness creation about
the other different services offered by the ATM. On whether the services
offered were enough or not, the result can be that the banks clients are quite
satisfied by the services offered by ATM against the minority who were against.
This is also in agreement with Kumbhar
(2011). Who observed that effectiveness of service provision have a
significant relationship with overall customer satisfaction. He went on to say
effective service delivery is positively related to customer satisfaction in
that, when a customer perceives that the delivery mode of the transactions that
the bank is supposed to offer is quite good, the more the customers will be
satisfied with the bank services. This seems to be a direct result of the
finding here. It can therefore be concluded that, the
respondents are to a good extent aware of the services offered by ATM and also
that those services are satisfactorily enough for their requirements with only
a few saying they aren’t enough.
4.4 Effectiveness of ATM services
This section presents the percentage distribution of respondents
by how they rated the ATM services in terms of available functions/services
offered, costs associated with deposit and withdrawal, security of the
respondent’s money and the time. Other variables the researcher considered
included the time the respondent takes in the queue before accessing the ATM
services, whether the respondent experienced any problems while using the ATM
and if yes, then what kind of problems and how often do the respondents
experience such problems. Also the researcher tried to find out whether the
bank had done anything to avert the problem/s and if yes, then were all the
respondent’s problems solved or not.
|
Available services/functions offered by the ATM
|
Total
|
Percent
|
|
Effective
|
27
|
67.5
|
|
Very effective
|
8
|
20
|
|
In effective
|
2
|
5
|
|
Very in effective
|
3
|
7.5
|
|
Total
|
40
|
100
|
|
Costs associated with deposit and withdrawal
|
|
|
|
Costly
|
10
|
25
|
|
Very costly
|
5
|
12.5
|
|
Cheap
|
19
|
47.5
|
|
Very cheap
|
6
|
15
|
|
Total
|
40
|
100
|
|
Security of your money
|
|
|
|
Secure
|
22
|
55
|
|
Very secure
|
15
|
37.5
|
|
Insecure
|
1
|
2.5
|
|
Very insecure
|
2
|
5
|
|
Total
|
40
|
100
|
|
Time
|
|
|
|
Effective
|
31
|
77.5
|
|
Very effective
|
7
|
17.5
|
|
In effective
|
1
|
2.5
|
|
Very ineffective
|
1
|
2.5
|
|
Total
|
40
|
100
|
According to Table 4.3 above, there is a high support by about
three quarter of the respondents rating the services offered by ATM to be effective.
Withdrawal and depositing of money through the ATM being cheap also got more
support. The table further depicts that the majority of the respondents felt
their money was secure and more than three quarters agree that the time spent
in a queue was effective. (It is further elaborated in figure 1 below). This
can be that first of all ATM offers them (respondents) all/most they require of
it and to their expectation as per Khirallah (2005) definition of a customer
satisfaction as; a customer's perception that his or her needs, wishes,
expectations, or desires with regard to products and service have been
fulfilled. About the security of their money, can be the reason that ATM offers
secrete PIN codes which makes it easy to protect ones money safely. This is in
agreement with the explanation in chapter 2.2.2 Operation of ATM line five that
stated; security is provided by the customer entering a personal identification
number (PIN). Then lastly about convenience of time spent in the line, can be
in comparison with the time they are to take in the line over the counter. That
of ATM seems to be more satisfactory. Conclusively, all is well with
effectiveness of ATM services as there has been agreement with all questions
raised. However more improvement needs to be done so as to satisfy the few
others who were not in agreement so as to retain them.
Figure
1.Percentage distribution of
respondents by the time they spend in the queue before accessing the ATM
services.
1. 0-5 minutes 34.1%
2. 6-10 minutes 26.6%
3. 11-15 minutes 12.2%
4. 16 minutes 4.9%
5. 17+ minutes 22.2%
Figure 1 above, presents contrasting scenario with more than a
quarter of the respondents saying they spend few minutes before accessing the
ATM services. Those next to few minutes follows but with those saying they takes
quite long in the queue before accessing their money coming third. This is an
indicator that TM services are quite fast, rather the challenge can be that the
ATM points are few that sometimes results in to congestion causing the delay as
observed above.
Table 4. Percentage
distribution of respondents by problems experienced when using the ATM.
|
Do you experience problems when using the ATM?
|
Total
|
Percent
|
|
Yes
|
28
|
70
|
|
No
|
12
|
30
|
|
Total
|
40
|
100
|
|
If yes, what type of problems do you face?
|
|
|
|
Network/machine breakdown
|
21
|
52.5
|
|
Complication
|
6
|
15
|
|
Limited amount of money to be withdrawn
|
5
|
12.5
|
|
Card retention
|
7
|
17.5
|
|
Other
|
1
|
2.5
|
|
Total
|
40
|
100
|
|
How often do you experience such problems?
|
|
|
|
Very often
|
2
|
7.1
|
|
Often
|
11
|
39.3
|
|
Less often
|
15
|
53.6
|
|
Total
|
28
|
100.0
|
|
Has your bank done anything to avert such
problems?
|
|
|
|
Yes
|
26
|
92.9
|
|
No
|
2
|
7.1
|
|
Total
|
28
|
100
|
|
If yes, did it solve all the problems encountered
or not?
|
|
|
|
Yes
|
23
|
88.5
|
|
No
|
3
|
11.5
|
|
Total
|
26
|
100
|
Table 4 above, put respondents who experienced problems while
using the ATM at about three quarter with the commonest problem encountered being
machine/network breakdown, followed by card retention with other problems
coming last. The table also indicates that the respondents experienced such
problems less often. It further put the
majority of the respondents as saying the bank has tried to put an end to these
problems with more than three quarter saying all the problems encountered have
been resolved by the bank completely. This clearly shows that despite the
occurrences of the problem with the ATM, it is not too rampant and it also
indicates that the bank has keen interest in trying to solve the problem/s as
and when they occur. In conclusion therefore, ATM service still has some
shortcomings though it appears not so much with the bank coming in to try and
solve/avert the situation.
4.5 Relationship between ATM services and customer satisfaction.
This section shows the relationship between the ATM services and
customer satisfaction. The variable considered by the researcher under ATM
services was the location of ATM points and under customer satisfaction was
whether the services offered by the ATM were enough.
The outcomes are presented in the table below.
|
Satisfaction
|
|||
|
Location
|
Enough
|
Not enough
|
Total
|
|
Convenient
|
12
75
|
4
25
|
16
100
|
|
Very convenient
|
13
81.2
|
3
18.8
|
16
100
|
|
Inconvenient
|
2
33.3
|
3
66.7
|
5
100
|
|
Very inconvenient
|
1
25
|
2
75
|
3
100
|
|
Total
|
28
72.9
|
12
27.0
|
40
100
|
Pearson chi2 (2) = 3.0 Pr = 0.2
According to Table 5 above, three quarter of the respondents in
agreement with the location of the ATMs were also satisfied by the ATM services.
Also more than three quarter of the respondents who were too much in agreement
with the location of the ATMs were too satisfied by the ATM services. More than
a quarter of the respondents who said the location of the ATMs was inconvenient
further went on to say their services were not satisfactory and about half of
the respondents who said the services were very inconvenient also said the
services were unsatisfactory. From the table above, there was no significant
relationship between the location of the ATMs and the respondent’s satisfaction
because the p-value (0.2) was greater than 0.05.
CHAPT-ER FIVE
5.0 SUMMARY, RECOMMENDATIONS AND CONCLUSIONS
5.1 Introduction
This chapter presents a summary of
findings, recommendations and conclusions. Findings from this study are based
on analysis in the previous chapter and in reference to the research questions
in chapter one.
5.2 Summary of findings
The Univariate analysis revealed that
there was an equal distribution in the respondents majority of whom were either
employed or students. All the respondents held accounts with Centenary Rural
Development Bank, knew about ATM banking and also all of them owned ATM cards.
More than a quarter of the respondents
identified withdrawal of money to be the major service identified by the ATM,
followed by checking of balances on one’s account. Most of the respondents said
that the services offered by the ATM were satisfactory or enough.
Most of the respondents rated the
services/functions of the ATM as effective, the cost of using the ATM was rated
cheap and the timing of the ATM was rated effective. More than half of the
respondents felt that their money was secure and also most of the respondents
said that on average they spent about 0-5 minutes in the queue before accessing
the ATM services.
More than three quarters of the
respondents said that they experienced problems while using the ATM and the
commonest problem identified was network/machine breakdown but the respondents
said that they experienced such problems less often. They also said that the
bank had taken some precautionary measure to avert the problems and more than
three quarters of the respondents said that all their problems had been solved
once reported to the bank.
Pearson chi square statistic was used to test
the hypotheses. It was found out that there was no significant relationship
between customer satisfaction and the location of the ATMs.
5.3 Recommendations
In order to increase the effectiveness
of the ATM;
CERUDEB must sensitize its customer’s about
the availability of the ATM and the different services it offers.
The ATMs should be located in so many
places especially busy places for proximity purposes and for reducing the
amount of time spent in the queue before accessing the ATM services.
CERUDEB should make sure that the cost
of using the ATM is kept as minimum as possible and this will encourage more
people to use these services and this helps to reduce congestion in the banks.
Constant and consistent checkups must be
done on these ATM machines in order to avoid network/machine break downs and
any other possible problems that may inconvenience the users.
5.4 Conclusion
Poor use and low
effectiveness of ATM services leads to problems like congestion inside the
banks, spending much time in the queues before accessing the ATM services by
the users and it also discourages people to open up accounts with CERUDEB due
to such problems as machine breakdown that manifests into poor services
offered.
From the study it can be realized that in order to improve the effectiveness of the ATM services, all potential
barriers to its effectiveness must be considered. An expanded view that takes
into account factors that lead to the low/poor effectiveness of the ATMs must
be considered.
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APENDICES
MAKERERE UNIVERSITY
QUESTIONARE
Sir/ Madam;
I am Mr.……………………………………………………………….., from Makerere University.
May I take this opportune moment to inform you that this is an Academic
research, and that all the information’s you will fill in here or answer in
here, shall be treated with maximum confidentiality. It’s therefore my humble
plea that you kindly pare for me a few minutes of your limited time to answer
for me the below questions.
Part I Bio Data
Please tick
applicable option appropriately.
1.
What is your gender?
Male Female
2. What is your occupation?
Employed Business
Student None
Part II Background
Information
3. Do you hold an Account with Centenary
Rural Development Bank?
Yes No
4. If yes, are you aware of the existence
of ATM banking?
Yes No
5. If yes, do you posses an ATM card?
Yes No
Part III Services
offered by ATM
6. What are the services offered by ATM?
Withdrawal Cash/
Cheque deposit
Statement/ Mini-statement of account Balances
7. Are the services offered enough for you
or still lacking?
Enough Not
enough
8. If not, what other services would you
like to see added?
i.
……………………………………………………………………..
ii.
…………………………………………………………………….
iii.
…………………………………………………………………….
Part IV Effectiveness
of ATM Services
9. How do you rate ATM services in terms
of:-
a.
Its available functions/
services offered?
Effective Very
effective
In effective Very
ineffective
b.
Costs associated with
deposit and withdrawal?
Costly Very
costly
Cheap Very
cheap
c.
Security of your money?
Secure Very
secure
In secure Very
insecure
d.
Time
Effective Very
effective
In effective Very
ineffective
10. How long do you often take in the queue
before accessing the service (ATM)?
0-5 Minutes 6-10
Minutes
11-15 Minutes 16+ Minutes
11. Do you experience problem/s using ATM?
Yes No
12. If yes, what type of problem/s do you
face?
Network/ Machine breakdown Complication
Limited amount of money to be
withdrawn Card
retention
Any other (Specify):………………………………………………………..
13. How often do you experience such problem?
Very often Often
Less often Not
at all
14. Has your bank done any thing to avert
such problem/s above?
Yes No
15. If yes, did it solve all the problem/s encountered
or not?
Yes No
16. If no in 14 and 15 above,
what would you suggest your bank should do in order to avoid
re-occurrences of such problems in future?
i.
…………………………………………………………………………………
ii.
…………………………………………………………………………………
iii.
…………………………………………………………………………………
PART V Relationship between ATM services and
customer satisfaction
17. What is your take on the location of ATM
points?
Convenient Very
convenient
Inconvenient Very inconvenient
18. Is/ are the ATM service points enough or
you desire more branch/es be opened?
Yes No
19. If yes, why do you desire more branch/es
be created?
i) ……………………………………………………………………………………
ii) …………………………………………………………………………………….
iii) ……………………………………………………………………………………
TIME SCHEDULE
The researcher had estimated the time available to accomplish the
proposal to be a period of about four of six weeks. This time frame is
estimated for until the final approval of the proposal. By the end of this time
frame, the researcher expects to submit to the Supervisor a complete proposal.
BUDGET
The researcher has estimated the resources able to facilitate the
process of completing the compilation of this proposal in financial term to be
in the range of between one hundred thousand shillings (UGX 100,000) to one
hundred and fifty thousand shillings only (UGX 150,000). This will help
facilitate transport, access to the internet, library fees, typing, and printing.
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