INFOLINK UINVERSITY COLLEGE

WOAITA SODO CAMPUS

DEPARTMENT OF ACCOUNTING AND FINNACE

ASSESSMENT OF FACTORS AFFECTING CUSTOMERS’

SATISFACTION IN AUTOMATED TELLER MACHINE SERVICE:
(Case Study in Commercial Bank of Ethiopia, Wolaita Sodo Branch)

Proposal Submitted to the Department of Accounting and Finance In Partial

Fulfillment of the Requirements for the Award of Bachelor’s Degree in
Accounting and Finance (BA)

By

1. Temesgen Kebede……………………….59528

2. Ribika Tomas…………………………...29794

3. Deginesh Asaminew…………………… 95742

4. Ayinalem Dansa………………………....70663

5. Betelem Kolicha………………………… 23687

Advisor: Shimelis B. (MA)

June, 2024
Wolaita Sodo, Ethiopia

I
 APPROVAL SHEET
This is to certify that the proposal entitled "Assessment of Factors Affecting Customers’
Satisfaction in Autometed Teller Machine Service: (Case Study in Commercial Bank of
Ethiopia, Wolaita Sodo Branch)" submitted in partial fulfillment of the requirements for the
Degree of BA in the undergraduate program of the Department of Accounting and Finance,
Infolink University College Wolaita Sodo Campus, has been carried out by Temesgen Kebede,
Ribika Tomas, Deginesh Asaminew, Ayinalem Dansa and Betelem Kolicha, under my
supervision. Therefore, I recommend that the student has fulfilled the requirements, and hereby,
can submit the thesis to the Department.

Name...........................................

Signature......................................

Date..............................................

II
 ACKNOWLEDGEMENT
First of all Glory to all mighty Divine God Jesus Christ who helped us to carry all the loads
throughout our proposal writing and We really cannot put into words how incredibly grateful for
everything our Advisor have done for us. For everything our Advisor have taught us and for
his professional advice and constructive comments in our attempts to make this proposal
work a success, We sincerely thank our Advisor Mr, Shimelis MA Without his proper guidance,
the proposal would never have seen the light of the day. In short, We have no words that can
explain our deepest gratitude to our Advisor Mr, Shimelis.

III
Table of Contents
APPROVAL SHEET....................................................................................................................II

ACKNOWLEDGEMENT..........................................................................................................III

LIST OF TABLES......................................................................................................................VI

LIST OF ABRIVATION...........................................................................................................VII

ABSTRACT..............................................................................................................................VIII

CHAPTER ONE............................................................................................................................1

1. INTRODUCTION.....................................................................................................................1

1.1. Background of Study............................................................................................................1

1.2. Statement of the Problem......................................................................................................2
1.3. Research questions................................................................................................................3
1.4. Objectives of the study..........................................................................................................3
1.4.1. General Objective...........................................................................................................3
1.4.2. Specific Objectives.........................................................................................................3
1.5 Scope and Limitation of the Study.........................................................................................3
1.5.1. Scope of the Study..........................................................................................................3
1.5.2. Limitation of the Study...................................................................................................4
CHAPTER TWO...........................................................................................................................5

2. LITERATURE REVIEW.........................................................................................................5

2.1. Theoretical review.................................................................................................................5

2.1.1. Introduction....................................................................................................................5
2.1.2. Evolution of ATM..........................................................................................................6
2.1.3. Networked ATMs...........................................................................................................6
2.1.4. Service Quality Dimensions in ATM.............................................................................6
2.1.5. Functions of ATM..........................................................................................................7
2.1.6. Factors Contributing to Poor ATM Services..................................................................7
2.1.7. ATM versus Other e-banking Channels.........................................................................8
2.1.8. Benefits of e-banking.....................................................................................................8
2.2. Empirical Review..................................................................................................................9
CHAPTER THREE.....................................................................................................................11

IV
3. METHODOLOGY..................................................................................................................11

3.1. Research Approach.............................................................................................................11

3.2. Research Design..................................................................................................................11
3.3. Population, Sample and Sampling Techniques...................................................................11
3.3.1. Population.....................................................................................................................11
3.3.2. Participants...................................................................................................................12
3.3.3. Sample..........................................................................................................................12
3.3.4. Sampling Techniques...................................................................................................12
3.4. Types of Data and Tools/ Instruments of data Collection..................................................12
3.4.1. Instruments of Data collection.....................................................................................12
3.4.2. Validity and Reliability................................................................................................13
4. COST BUDGET AND TIME.................................................................................................14

4 .1. Cost Budget........................................................................................................................14

4.2. Time Cost............................................................................................................................15

V
 LIST OF TABLES
Table1. BudgetCost....................................................................................................................19

Table 2. Time Cost......................................................................................................................20

VI
 LIST OF ABRIVATION
CBE-------------------------------------------------Commercial Bank of Ethiopia

ATM-------------------------------------------------Automat Teller Machine

PIN---------------------------------------------------Personal Identification Number

PSS---------------------------------------------------Personal Search Syndication

GHC55-----------------------------------------------Grove Hydraulic Crane 55

SPSS--------------------------------------------------Statistical Package Social Science

ECX--------------------------------------------------Ethiopia Commodity Exchange

VII
 ABSTRACT
The purpose of this study is to investigate the factors affecting customers’ satisfaction towards
the use of Automated Teller Machines (ATMs). To address the research objectives, 360
questionnaires will be distributed to respondents. Data will be collected using semi-structured
questionnaires and they will be organized, coded and analyzed using Minitab18 software. The
collected data will be analyzed using descriptive Statistics, correlation and multiple regression
models.

Key words: Commercial Bank of Ethiopia (CBE), automated teller machine (ATM), customer
satisfaction, service quality.

VIII
 CHAPTER ONE

1. INTRODUCTION
1.1. Background of Study

The distribution of banking services can be understood as the place and means by which the bank
services are offered to customers. In general, banks try to create a diversified distribution.
Strategy in order to market the range of their services, offering customers several ways through
which they can benefit from the bank services. The two main factors that led to the use of
multiple distribution channels by banks; first major changes in the banking sector by growing
competition, increasing pressure from competitors and secondly, changing customers’
preferences. As a result, the banks then resorted to compete over price, and now the emphasis is
on differentiation by distribution channels used (Mobarek, 2007)

Zhu, Scheuermann and Babineauz (2004) postulate that distribution channels used by banks can
be divided into two main groups: in the first category are included those channels which
typically involve “personal contact with the consumer” – territorial units, and in the second
category are included those "channels which may either interact directly with the consumer, by
non-personal means, or operate through various intermediaries to traditional distribution methods
(network of territorial units).

To meet better market requirements in terms of speed and efficiency of services, banks have
adopted an interactive electronic and computerized system for clients: banking services via
network of Automated Teller Machines (ATMs). According to Komal (2009) the study
establishes that ATM services enhance operations and customer satisfaction in terms of
flexibility of time, add value in terms of speedy handling of voluminous transactions which
traditional services were unable to handle efficiently and expediently. The machine can enable
customers to deposit and withdraw cash at more convenient time and places than during banking
hours at branch (Muhammad, 2010).

Business organizations are aware that satisfied customers are the basis of their sustainable
profitability and ongoing productivity. Banks as service providing institutions need to attract,
retain and satisfy their customers through utilizing various methods and tools to stay in the
industry they compete with their rivals. Electronic banking (e-channel) which includes; internet
banking, Automated Teller Machine (ATM), telephone banking and SMS is one way of
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delivering their services to their respective customers in addition to working through the
conventional one (traditional/ branch banking).

Automated Teller Machine (ATM) is a computerized machine that permits bank customers to
gain access to their accounts with a magnetically encoded plastic card and a code number. It
enables the customers to perform several banking operations without the help of a teller, such as
to withdraw cash, make deposits, pay bills, obtain bank statements, effect cash transfers. ATM
was invented in the early 1960s by John Shepherd-Barron who was a Scottish national born in
India. Automated Teller Machines (ATMs) were the first well-known machines to provide
electronic access to customers (Sultan Singh, Ms. Komal, 2009). With advent of Automatic
Teller Machines (ATM), banks are able to serve customers outside the banking hall. ATM is
designed to perform the most important function of bank. It is operated by plastic card with its
special features. The plastic card is replacing cheque, personal attendance of the customer,
banking hour’s restrictions and paper based verification. ATMs have made hard cash just
seconds away all throughout the day at every corner of the globe.ATMs offer 24/7 banking
services to bank customers like cash withdrawal, fund transfer, balance inquiry, bill payment,
accept deposits, fast cash delivery, cheque book request, mobile recharging, access to loan/ credit
card statements etc – using a plastic, magnetic-stripe card and personal identification number
issued by the financial institution (Vijay, 2011).

1.2. Statement of the Problem

In today’s banking business the major challenge faced by banks is how to satisfy customers and
identifying the core methods to attain high level of customer satisfaction. In this modern age of
technology customers’ expectation is so high that banks need to provide excellent services to
attract, retain, satisfy and create customer loyalty. Few of the major factors that dissatisfy
customers while using ATM in the case of one of Ethiopian privately owned banks, United Bank
S.C., includes;

Dysfunction of ATM due to network, insufficient cash in the ATM, electric power interruption, delivering
the PIN and ATM Card to the customer without creating usage awareness, failure to get ATM in the
nearby location (accessibility problem), capture of Card by ATM and unable to deliver the captured card
to the customer timely (speed problem), and the Bank’s failure to keep promises (reliability problem).

The existence of these problems depicts failure of the bank to address the role of service quality
dimensions and the researcher was inspired to conduct a study in order to identify and evaluate key

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service quality dimensions affecting customers’ satisfaction in ATM service and consult Management of
the bank the methods to minimize and vanish the dissatisfying factors and work for high level of customer
satisfaction.

1.3. Research questions

1. What are the benefits that customers get from ATM services?
2. What are the challenges faces an ATM users are during the practices?
3. What level of customers‟ satisfaction are functions of ATM services?

1.4. Objectives of the study

1.4.1. General Objective

The main purpose of the study is to assess the significant factors (service quality dimensions)
affecting customers’ satisfaction in ATM service in Commercial Banks of Ethiopia the case in
Wolaita Sodo City.

1.4.2. Specific Objectives

To determine the benefits that customers get from the employment of ATM,
To identify the challenges face an ATM users during the practices,
To analysis level of customers‟ satisfaction as functions of ATM services.
1.5 Scope and Limitation of the Study

1.5.1. Scope of the Study

The study is restrict to assessment of the customers‟ satisfaction on ATMs‟ service on

commercial bank of Ethiopian in Wolaita Sodo City branch taking public user surrounding of
Wolaita Sodo City as case study area which has large concentration of ATMs and focusing on
the regular user with reasonable number of card holder.

1.5.2. Limitation of the Study

The Study limitation is caused by time and financial constraints move to investigate customer
satisfaction on ATM service of commercial bank in Wolaita Sodo City branches. Because it
takes a lot of time and patience to get the appropriate customers from the target ATM user‟ to fill
and return the questionnaires and engagement the office to get the documents that is necessary to
the study.

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 CHAPTER TWO

2. LITERATURE REVIEW
2.1. Theoretical review

2.1.1. Introduction

ATM is computerized machine that permits bank customers to gain access to their accounts with
a magnetically encoded plastic card and a code number. It enables the customers to perform
several banking operations without the help of a teller, such as to withdraw cash, make deposits,
pay bills, obtain bank statements, effect cash transfers. Another definition is An Automated
Teller Machine (ATM) (American, Australian, Singaporean, and Indian English), also known as
an automated banking machine (ABM) (Canadian English),cash machine, cash point, cash line
or hole in the wall (British, South African, Sri Lankan, and Hiberno-English), is an
electronic telecommunications device that enables the clients of a financial institution to perform
financial transactions without the need for a cashier, human clerk or bank teller.

According to Sultan and Komal (2009) Automated Teller Machines (ATMs) were the first well-
known machines to provide electronic access to customers. With advent of Automatic Teller
Machines (ATM), banks are able to serve customers outside the banking hall. ATM is designed
to perform the most important function of bank. It is operated by plastic card with its special
features. The plastic card is replacing cheque, personal attendance of the seconds away all
throughout the day at every corner of the globe. ATMs allow you to do a number of banking
functions – such as withdrawing cash from one’s account, making balance inquiries and
transferring money from one account to another – using a plastic, magnetic-stripe card and
personal identification number issued by the financial institution. ATM does not mean the plastic
card and PIN (Personal Identification Number) but the services for which you can use it are the
most important part.

In 1993 O’Hanlon and Rocha found out that originally, banks offering an ATM service achieved
an advantage over their competitors. There was scant understanding of the customers’ needs or
expectations and the role of ATMs large in bank’s retail delivery system was vague. In the early
market stage, O’Hanlon and Rocha enlighten that ATM was a product based on a

4
radical customer, banking hour’s restrictions and paper based verification. ATMs have made
hard cash just

Technological innovation, and did not represent a solution to a customer need at that point in

2.1.2. Evolution of ATM

There has been much debate about the history of the ATM, and who the inventor was. The
following time line depicts the historical progress of ATM.

1960 – ATM predecessor installed – In 1960 New York's First National City Bank (now
CitiBank) installed a Banko-graph in several branch lobbies. The concept of this machine was
for customers to pay utility bills and get a receipt without a teller.

1967 – First Cash Dispenser installation – In 1967 at Barclays Bank branch near London debuted
the first cash dispenser, made by De La Rue Instruments. It used paper vouchers bought from
tellers in advance. The machine was called the De La Rue Automatic Cash System, or DACS.
According to an interview with the inventor, John Shepherd-Barron, the paper vouchers were
actually checks impregnated with Carbon 14.According to John Shepherd-Barron, the reason we
have ATMs is his love of chocolate and him running late one Saturday. He managed to miss the
midday closing time of his local bank on a Saturday in 1965, meaning he couldn’t take out any
cash for the weekend. He got thinking that cash ought to be as easy to get as chocolate bars
froma dispensing machine. Shepherd-Barron’s inspiration struck in the bath, where he was
relaxing after a long day working for De La Rue, a global currency printer.

2.1.3. Networked ATMs

Attaching ATMs to an internet connection became paramount to enable bank balances to update
automatically and dynamically. The added complication of this caused the market to narrow
somewhat in the coming decades, with two companies, Diebold and NCR, becoming the front
runners and providing most of the machines used. They were replaced by other, nimbler
manufacturers with better-looking and performing machines, and today ATMs are everywhere,
always on, and constantly being used

2.1.4. Service Quality Dimensions in ATM

Automated service quality is defined as the customer’s overall evaluation of the excellence of the
provision of services through electronic networks such as the internet, Automated Teller

5
Machine (ATM), and telephone banking (Santos, 2003). Researches, Davies et al., (as cited in
Vijay, 2011); Mcandrews, 2003; Komal& Singh, 2009) relating to especially ATM service
quality, realized that the Automated Teller Machine (ATM) is one type of innovation that can
mechanically accept deposits, issue withdrawals, transfer funds between accounts, and collect
bills and It has altered the relationship between banks and their depositors, as well as the level
ofservice quality of banking services.

2.1.5. Functions of ATM

Dharmesh and Devendra (2012) assert that under the edges of ATM the following services are
offered by Banks:

1. Accessing Accounts (Mini Statement / Balance Enquiry/Cash Withdrawal)

2. Paying Bills

3. Cheque book request

4. Mobile recharging

5. Fund Transfer

6. Access to loan / credit card statements

7. Mobile Banking

8. Deposit cash & cheque

Al-Hawari (2006) verifies that efficient ATM functions positively affect customers’ perception
of service quality. All those leads to greater SQ level giving rise to higher customers’ satisfaction
along with greater banking performance. A research conducted in India by Sabita (2013) shows
that out of total respondents more than 50% agree that it is convenient and time saving to use
ATM as it acts like a “mini bank” providing cash to the needy customers at anytime, anywhere
whenever and wherever there is an ATM counter.

2.1.6. Factors Contributing to Poor ATM Services

- Dysfunction of ATM due to network failure

- Inadequate cash in the ATM

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- Electric power interruption

- Delivering the PIN and ATM Card to the customer without creating usage awareness

- Unable to get ATM in the nearby location(shortage of number of ATMs)

- Capture of Card by ATM and failure to deliver the captured card to the customer timely

- The Banks incompetence to keep promises(reliability problem)

2.1.7. ATM versus Other e-banking Channels

E-banking is the term that signifies and encompasses the entire sphere of technology initiatives
that have taken place in the banking industry. According to the literatures reviewed, E-banking is
a generic term making use of electronic channels through telephone, mobile phones, internet etc
for delivery of banking services and products. The concept and scope of e-banking is still in the
transitional stage. It increases efficiency in the sphere of effective payment and accounting
system thereby enhancing the pace of delivery of banking services considerably. It allows
customers to access banking services electronically such as to pay bills, transfer funds, view
accounts or to obtain any banking information and advice. E-banking also facilitates new
relationships with customers, regulatory authorities, suppliers and banking partners with digital-
age tools. For example, customers and bank relationships will become more personalized,
resulting in new modes of transaction processing and service delivery. Now, banks are faced
with a number of important issues, for example how to take full advantage of new technology

2.1.8. Benefits of e-banking

Himani (2011) proposes that e-banking helps us in overcoming the drawbacks of manual system,
as computers are capable of storing, analyzing, consolidating, searching and presenting the data
as per the user requirements with lot of speed and accuracy. Number of benefits accrues to the
various parties with the development of e-banking;

2.1.8.1. To the Banks

E-banking services help in increasing profits.

E-banking provides competitive advantage with boundary less network to the banks.

7
Due to e-banking banks carry on business less with paper money and more with plastic money;
have online transfer of funds, thus economizing on the cost of storage of huge stocks of currency
notes and coins.

By connecting with ATM and POS terminals, risk of cash overdraw can be eliminated in case of
ATM credit and debit cards.

2.1.8.2. To the Customers

E-banking provides 24 hours service to the customers for cash withdrawal from any branch.
Quick and steady access to information. On line purchase of goods and services and payments
can be made for various purposes. The customer can view his account balance, can get a
statement of his account, can apply for loans, check the progress of his investments review
interest rates and collect other important information. The original study by Parasuraman et al.,
(1988) presented ten dimensions of service quality.

Tangibles: the appearance of physical artifact and staff members connected with the service
(accommodation, equipment, staff uniforms, and so on).

Reliability: the ability to deliver the promised service.

Responsiveness: the readiness of staff members to help in a pleasant and effective way.
Competence: the capability of staff members in executing the service.

Courtesy: the respect, thoughtfulness, and politeness exhibited by staff members who are in
contact with the customer.

Credibility: the trustworthiness and honesty of the service provider.

Security: the absence of doubt, economic risk, and physical danger.

2.2. Empirical Review

Kwame et al., (2012) conducted their study to finding out if Automated Teller Machines
(ATMs) meet the expectations of the customers and what constrained their use by the customers
in Ghana, Accra. The study covered five selected banks branches. From total ATM users, 120
respondents (customers) were randomly sampled and 10 staffs were selected purposively. The
data were analyzed using SPSS. The findings revealed that the inadequate education given to

8
users of ATMs and the functional limitations identified with the machines were major
contributors to customers‟ unpleasant experiences at the ATM points. The study recommended
that education given to customers on the use of the ATM should be improved and dummy ATMs
be installed in the banking halls to facilitate practical training of prospective users Kanik Verma
(2014) conduct comparative study on analyzing the satisfaction level of customers of Union
Bank of India and Yes Bank based on various aspects related to ATMs.

Abebe (2013) conducted exploratory study on entitled” ATM service quality and customers‟
satisfaction in Ethiopian banks”, Zemen , Dashen, and Commercial Bank of Ethiopia in Addis
Ababa were study‟s target population from them 150 respondents were selected through quota
sampling method . Study results shown that majority of the customers are satisfied with ATM
banking service regarding accuracy and ease of use. But some of the customers felt that ATM
service of their banks have to be improved for their utmost satisfaction regarding convenience
and responsiveness.

Ephreame (2016) conducted his masters‟ thesis on “assessment of ATM Banking service and
satisfaction of customers in Ethiopian private Banks case of PSS member banks”. The study used
descriptive research design and the target population of the study was six PSS member private
banks inFyery (2015) conduct study entitled ‟‟ ATM adoption of customers in commercial bank
of Ethiopia in Mekelle city”.

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 CHAPTER THREE

3. METHODOLOGY
3.1. Research Approach

The two basic research approaches are quantitative and qualitative research. Both types have
different purpose. Qualitative research is description based. Qualitative researchers observe and
interview people. A quantitative research statistical base it is involving questions that can best be
answered in numbers.to get the statistics, researches often conduct experiments or give surveys.
They analyze the numbers with statistical model to see what the data tells them. The quantitative
research approach is best to conduct this research.

3.2. Research Design

The study will conduct in Wolaita Sodo City in Commercial bank of Ethiopia Nine branches.
These branches are intentionally selected based on their huge number customers. The research
is mainly about assessing the factors (service dimensions) affecting customer satisfaction in
ATM service in Commercial Banks of Ethiopia. The study will focuses on identifying
determinants of ATM service customer satisfaction, the relationship among the dimensions and
their effect on service quality in the Bank from which an insight revealed to spot the significant
dimensions that determine customers’ satisfaction in ATM banking. The study will carried out at
different ATM stations of CBE in Wolaita Sodo City Nine Branches. Primary data through self-
administered questionnaire at a given point in time will collect from 360 CBE ATM card
Holders.

3.3. Population, Sample and Sampling Techniques

3.3.1. Population

The study will target only ATM users of Commercial Bank of Ethiopia in Wolaita Sodo City. A
non-probability sampling system specifically, convenience sampling technique will be used
during the study. This is because the total number of population from which the sample will
draw is not known to the researcher. In this study a sample of 360 ATM users of CBE in Wolaita
Sodo City will be selected. To get each respondent, convenience sampling method will be used
where customers are intercepted at the branches of the banks until the required sample size reach.

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3.3.2. Participants

Participants those different card Holders who used the Bank’s ATM more than one time and
whose accounts have been maintained in the Bank’s different branches will be considered to be
participants of the study (up on their consent to participate in the study).

3.3.3. Sample

Due to the bank’s policy of keeping its customers’ list confidential, the samples of this study will
be selected by convenience sampling method and are limited to the CBE ATM users of Wolaita
Sodo city. Since the number of population under study continues each day, a cutoff point is will
be made in order to determine the sample size and it will be determined to be 360 by applying
the sample size determination calculation at confidence level of 95% and 5% margin of error

3.3.4. Sampling Techniques

Sampling Techniques Selection of the sample from the population will be made through
convenience. 360 structured questionnaires will to distribute to customers of the bank at 9
conveniently selected ATM premises from the total of 38 ATM venues located in different parts
of Wolaita Sodo City.

3.4. Types of Data and Tools/ Instruments of data Collection

Primary data for the study will prefer since the items in the questionnaire are select by assessing
related literatures in the field of customer satisfaction and service quality for electronic banking.
The researcher also believed that in order to collect valid and reliable data making use of primary
data is relevant.

3.4.1. Instruments of Data collection

By employing Self- administered questionnaire, participants of the study are contact in person
and support to give in time of need to clarify the concepts in the items. A total of 54 items for 9
categories of customer satisfaction dimensions each consists of 6 items and 1 for overall
customer satisfaction will primarily distribute to employees and customers of CBE and 2 items
from each dimensions (a total of 18 items are find to be inappropriate after analyzing the pre-test
results). So that the final questionnaires will consist of 36 fitting items for the study.

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3.4.2. Validity and Reliability

Validity is the most critical criterion and indicates the degree to which an instrument measures
what it is supposed to measure while reliability has to do with the accuracy and precision of a
measurement procedure (A measuring instrument is reliable if it provides consistent results).
Procedures of Data Collection In order to remove difficulty to handle, raising problems of
interpretation, and interviewer bias; Respondents will ask to give their perception of the service
quality level of ATM services on a 5–point Likert scale (1=Strongly Disagree, 2=disagree,
3=Neutral, 4=Agree and 5= Strongly Agree) and a total of 290 useable surveys will collect. The
researcher conveniently selects the participants (both internal and external customers of the
Bank), delivered the questionnaires in person and collect within three weeks. Methods of Data
Analysis Both descriptive and inferential statistics will apply. Descriptive statistics is use to
describe a set of data in terms of its frequency of occurrence, its central tendency, and its
dispersion. Factor analysis, regression, correlation analysis and reliability test examine through
employing inferential statistics.

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 4. COST BUDGET AND TIME
4 .1. Cost Budget

No Description Unit Amount Unit Cost(Br) Total Cost(Br)

1 Stationary materials
1.1 Pen Piece 4 5 20
1.2 CD-RW Piece 2 20.00 40.00
1.3 Flash Disk Piece 1 250.00 250.00
1.4 Paper Piece 250 1.00 250
1.5. Stapler Piece 1 120 120
1.6 Fluid for corrections Tube 1 20.00 20.00
1.7 File binder Piece 1 25.00 25.00
Sub total 720.00
2 Photo copy and print
service
2.1 Literature review Pages 45 0.50 22.50
documents photo
copy
2.2 Questionnaire Pages 80 0.50 40
2.3 Literature review Pages 60 3.00 180
print outs
2.4 Other printing costs Pages 40 1 40.00
Sub total 282.50
3 Transportation cots
Trip to Wolaita Sodo Trip 10 12.00 120
for data collection
sub total 120
Grand total 402.50
Unexpected costs 100
Grand total 1,227.50

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 4.2. Time

No Schedule
June July August
Description of
Activities wk1 Wk2 Wk3 Wk4 wk1 wk2 Wk3 wk4 Wk1 wk2 wk3 wk4

1 Observation

2 Literature review

3 Design data gathering

instruments(questionna
ire, interview)
4 Primary data collection

5 Secondary data
collection
6 Preparation of
background and
literature review part
7 Data processing

8 Data analysis and

interpretation
9 Submission of draft
research report
10 Research report
arranging and writing
11 Submission of the
research and defense
(presentation)

14