Abstract:
To investigate the “effect ATM service to financial services delivery, case of I&M Bank PLC, period: 2020-2023” the following specific objectives were formulated: to examine services offered by ATM at I&M BANK PLC, to examine the effectiveness of ATM services offered by I&M BANK PLC, to study the problems faced by customers while using ATM services offered by I&M BANK PLC, to analyze the effect ATM service to financial services delivery of I&M BANK PLC and to identify the relationship between ATM service and financial services delivery of I&M BANK PLC. The total population of 1520 customers and staff selected two sectors in in Nyarugenge District have been trained by the ICT literacy. The sample size was 317 respondents which covers the customers and staff selected two sectors in in Nyarugenge District have been trained by the ICT literacy. The researcher concludes that the Respondent‟s perception of cash/Cheque deposit of financial services delivery of I&M BANK PLC indicated that the respondents strongly agreed ATM Cash Deposits with a mean score of 3.9500 and standard deviation of 1.57196. Respondents also strongly agreed that Mobile Banking Deposits (Through Partners) with a mean score of 4.1000 and standard deviation of 1.16529. Respondents also strongly agreed that branch cheque deposits with a mean score of 4.2500 and standard deviation of 0.91047. Respondents also strongly agreed that electronic payment options with a mean score of 4.4000 and standard deviation of 0.75394, &M Bank supports agency banking where customers can withdraw cash at authorized banking agents. This extends banking services to regions with fewer bank branches. Customers can withdraw smaller amounts at agent locations, which are typically more accessible in remote areas. ATMs allow customers to withdraw cash at any time, providing flexibility beyond traditional banking hours and Customers who receive salaries, pensions, or business payments into their I&M Bank accounts can easily access these funds through cash withdrawals.
