A

PROJECT REPORT
ON

“CUSTOMER AWARENESS AND FEEDBACK REGARDING FACILITIES

OF ATM SERVICES OF BANKS IN BHARUCH CITY.”

JAN- FEB 2009

 PREFACE

→ Through this study I was able to get practical exposure to the market
situation. I got an opportunity to know the reality & practical aspect
prevailing in the market. This can be proved by saying that if we know the
laws of swimming; it does not mean that we know swimming. It is only
through jumping in water; we get to feel its depth. Through this study, I
got to meet various people while carrying out my survey, a majority of
which become the final respondents of my study.
→ This study gave me an opportunity to enhance my communication &
analytical skills. As it is said that the blade of the knife needs to be
sharpened after a regular interval of time, this study proved to me as a
practice of sharpening my knowledge & skills. I am grateful to undertake
this study.
 EXECUTIVE SUMMARY
PROJECT TITLE
“Customer awareness & feedback regarding facilities of ATM services of
Banks in Bharuch city.”

OBJECTIVES
- To know what extent the customers are aware about ATM services.
- To know the problem faced by customer with regard to ATM services.
- To know the opinion/ feedback of customers

RESEARCH METHODOLOGY
RESEARCH DESIGN Descriptive
TYPE OF STUDY Sample Study
SAMPLING UNIT Respondents who are currently.
using ATM services.
SAMPLING METHOD Quota sampling
SAMPLE SIZE 195
TOOLS FOR DATA COLLECTION Structured non-disguised
questionnaire
METHOD FOR DATA COLLECTION Survey method - Personal
interview

FINDINGS

Finding related to customer awareness

• Majority of customers know that there is no limit on numbers of

withdrawals per day but some banks allow only three or four withdrawals
per day.
• Majority of customers are aware about the Cash withdrawals limit of the
Bank.
• Majority of customers are not aware about the banks are charging annual
fees from the second year, only for first year the banks are not charging
any amount.
• Majority of customers do not aware about the Charges taken for balance
enquiry if one Bank’s ATM card used in other bank.
• 56% of customers are aware about the charges for issuing the duplicate
card, but only few respondents are aware about the actual amount for
issuing duplicate card.
• Majority of customers do not aware about the cash/cheque deposit facility
& PIN change facility offered by banks through ATM. .
• 61% of customers are aware regarding the mini statement facility offered
by banks.

Findings related to problem faced by customers

• 46% of customers have faced the problem related ATM services & 54%
customers have not faced any problem related to ATM services. So it is
find out that near 50% of customers are facing the problem related to
ATM service.
• customers have faced the various problems like non working of ATM,
cards get stack in ATM, quality of currency is not good, card will not come
from ATM due to technical problem & not getting the statement of
account. Majority of them faced the problem of non working of ATM.
• 68% of customers do not faced the problem of cash inadequacy in ATMs.

Finding related to customer opinion/feedback

• Majority of customers expressed that cleanliness in ATM center are very
good.
• Majority of customers are satisfied regarding the cash withdrawal limit.
• Customers of some banks are satisfied & some banks customers are
highly dissatisfied regarding the number of ATM centers available in city.

SUGGESTIONS

• Banks should be more transparent regarding the various charges taken

by banks for maintenance & transaction.
• More details & adequate information should be timely provided by Banks
regarding use of ATMs, charges taken, terms & conditions & other related
information.
• Steps should be initiated to avoid the problem of technical breakdown
which is common in some of the ATM centers, through the regular
inspection & preventive maintenance.
• Banks should minimize instances of ‘Cash outage’ by planning for &
arranging the required cash in the ATM centers.
• In the beginning of the month, Banks should arrange for more cash in
ATM due to heavy rush of salary holders customers.
• Customers may be issued duplicate ATM cards within a week’s time in
cash they are lost, in order to avoid inconvenience in availing of services
from the banks.
• Banks should have to increase the number of ATM centers in city,
specially, those banks that have less than three ATM centers.
• Banks should be separately provided brochures, pamphlets & other
material to update the knowledge regarding various charges taken by
banks & various facilities provided by banks.
Suggestions through personal observation

• Banks should provide the information related to which banks ATM card
can be accepted by our bank ATMs. For this banks should need to put
notice related this information in the ATM center itself & also the charges
taken for it.
• The banks must appoint watch & ward staff who would also be able to
guide the customers for availing services at ATM centers. In addition,
they should take care of proper maintenance of the place in terms
cleanness & also promptly report to appropriate authorities in case of non
functioning of the ATM.
• The procedures for the duplicate cards should be made easy in case of
lost card or damage cards.

LIMITATION OF STUDY

- This study has to rely upon the information given by respondents which
may not be fully true.
- The study will be limited to only some areas of Bharuch city.
- It is only for short period of time.
 CONTENTS

Sr. No. Description Page no.

1 Introduction of ATM
• History of ATM

• Financial Network
2 Introduction of Banks
• History of banks which are offering ATM services
in Bharuch city

• Information regarding the charges & other

information related to ATM service
3 Identification of study
• Research study
• Objectives & Scope of study

• Limitation of study
4 Research Methodology
• Meaning of Research
• Research Design
• Research Plan
• Sampling Plan

• Data Collection Method

5 Data Analysis & Interpretation
6 Findings
7 Suggestion
8 Conclusion
9 Annexure
• Appendices

• Bibliography
 CONTENTS OF GRAPHS & TABLES

Sr. No. Description Page no.

1 Table & Graph - 1
2 Table & Graph - 2
3 Table & Graph - 3
4 Table & Graph – 4
5 Table & Graph - 5
6 Table & Graph – 6
7 Table & Graph - 7
8 Table & Graph – 8
9 Table & Graph - 9
10 Table & Graph - 10
11 Table & Graph - 11
12 Table & Graph - 12
13 Table & Graph - 13
14 Table & Graph - 14
15 Table & Graph - 15
16 Table & Graph - 16
17 Table & Graph - 17
18 Table & Graph - 18
19 Table & Graph - 19
20 Table & Graph - 20
21 Table & Graph - 21
22 Table & Graph - 22
23 Table & Graph - 23
24 Table & Graph - 24
25 Table & Graph - 25
• History of ATM
• Financial Network of ATM

HISTORY OF ATM

In 1939, Luther George Simijan patented an early and not-so-successful

prototype of an ATM. Some experts have the opinion that James Goodfellow
of Scotland holds the earliest patent date of 1966 for a modern ATM, and
John D White in the US is often credited with inventing the first free-standing
ATM design. In 1967, John Shepherd Barron invented and installed an ATM
in a Barclays Bank in London. Don Wetzel invented an American made ATM
in 1968. However, it wasn't until the mid to late 1980s that ATMs became part
of mainstream banking.

The first mechanical cash dispenser was developed and built by Luther
George Simijan and installed in 1939 in New York City by the City Bank Of
New York, but removed after 6 months due to the lack of customer
acceptance. Thereafter, the history of ATMs paused for over 25 years, until
De La Rue developed the first electronic ATM, which was installed first in
Enfield Town in North London, United Kingdom on 27 June 1967 by Barclays
Bank. In India, the ATM service was introduced in1987.

An Automated Teller Machine is a computerized telecommunications device

that provides the customer of a financial institution with access to financial
transition in a public space without the need for a human clerk or bank letter.
On most modern ATMs, the customer is identified by inserting a plastic ATM
cards with a magnetic strip or a plastic smartcard with a chip that contains a
unique card number and some security information, such as an expiration
date. Security is provided by the customer entering a Personal Identification
Number (PIN).

Using an ATM, customers can access their bank accounts in order to make
cash withdrawals and check their account balances. ATMs are known by
various other names including automated banking machine, money machine,
bank machine, cash machine, hole-in-the-wall, cashpoint, Bancomat.

FINANCIAL NETWORK

Most ATMs are connected to interbank 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 (enabling cash
withdrawals in local currency).

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 to POTS lines because they require less time to establish a
connection. Leased lines may be comparatively expensive to operate versus
a POTS line, meaning less-trafficked machines will usually rely on a dial-up
modem. That dilemma may be solved as high-speed Internet VPN
connections become more ubiquitous. Common lower-level layer
communication protocols used by ATMs to communicate back to the bank
include SNA over SDLC, TC500 over Async, X.25, and TCP/IP over Ethernet.
• History of Banks
• Information related to ATM service of Banks

HISTORY OF BANKS THOSE ARE PROVIDING ATM FACILITY.

Punjab National Bank

Established in 1895 at Lahore, undivided India, Punjab National Bank (PNB)

has the distinction of being the first Indian bank to have been started solely
with Indian capital. The bank was nationalised in July 1969 along with 13
other banks. From its modest beginning, the bank has grown in size and
stature to become a front-line banking institution in India at present.

With over 37 million satisfied customers & 4589 offices, PNB has continued to
retain its leadership position among the nationalised banks. The bank enjoys
strong fundamentals, large franchise value & good brand image. Besides
being ranked as one of India’s top service brands, PNB has remained fully
committed to its guiding principles of sound & prudent banking. Apart from
offering banking products, the bank has also entered in the credit card, debit
card business, bullion business insurance business, Gold coins & asset
management.

Towards developing cost effective alternative channels of delivery; the bank

has installed more than 1516 ATMs & entered into ATM sharing arrangement
with other banks.

State Bank of India

The origins of State Bank of India date back to 1806 when the Bank of
Calcutta (later called the Bank of Bengal) was established. In 1921, the Bank
of Bengal and two other Presidency banks (Bank of Madras and Bank of
Bombay) were amalgamated to form the Imperial Bank of India. In 1955, the
controlling interest in the Imperial Bank of India was acquired by the Reserve
Bank of India and the State Bank of India (SBI) came into existence by an act
of Parliament as successor to the Imperial Bank of India.

Today, State Bank of India (SBI) has spread its arms around the world and
has a network of branches spanning all time zones. SBI's International
Banking Group delivers the full range of cross-border finance solutions
through its four wings - the Domestic division, the Foreign Offices division, the
Foreign Department and the International Services division.

State Bank offers the convenience of over 8500 ATMs in India, the largest
network in the country and continuing to expand fast! This means that you
can transact free of cost at the ATMs of State Bank Group.

ICICI Bank
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian
financial institution, and was its wholly-owned subsidiary. ICICI Bank is India's
second-largest bank with total assets of Rs. 3,849.70 billion (US$ 82 billion)
at September 30, 2008 and profit after tax Rs. 17.42 billion for the half year
ended September 30, 2008. The Bank has a network of 1,416 branches and
about 4,644 ATMs in India and presence in 18 countries. ICICI Bank offers a
wide range of banking products and financial services to corporate and retail
customers through a variety of delivery channels and through its specialised
subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management.

ICICI Bank's 24 Hour ATM network is one of the largest and most widespread
ATM Network in India. ICICI ATMs are located in commercial areas,
residential localities, major petrol pumps, airports, near railway stations and
other places which are conveniently accessible to our customers. ICICI Bank
ATMs features user-friendly graphic screens with easy to follow instructions.
They have introduced ATMs which interact with customers in their local
language for increased convenience.

Bank of India

Bank of India was founded on 7th September, 1906 by a group of eminent

businessmen from Mumbai. The Bank was under private ownership and
control till July 1969 when it was nationalised along with 13 other banks.
Beginning with one office in Mumbai, with a paid-up capital of Rs.50 lakh and
50 employees, the Bank has made a rapid growth over the years and
blossomed into a mighty institution with a strong national presence and
sizable international operations. In business volume, the Bank occupies a
premier position among the nationalised banks.

The Bank has 2884 branches in India spread over all states/ union territories
including 155 specialised branches. The Bank came out with its maiden
public issue in 1997 and follow on Qualified Institutions Placement in
February 2008.

Central Bank of India

Central Bank of India is one of the oldest and largest commercial banks in
India. It was established in 1911 by Sir Sorabji Pochkhanawala and was the
first commercial Indian bank completely owned by Indians. The bank, with 13
others, was nationalized by the Indian Government on 19 July 1969. The
bank currently has 3,168 branches and 270 extension counters across 27
Indian states.

The Central Bank introduced Centralcard - its first credit card in 1980. Many
other new age banking methods like Merchant Banking, Quick Cheque
Collection (QCC) Service and Express Service to pace up the collection of
outstation cheques, Internet Banking, E-Payment Systems and many more.

Indian Bank

Indian Bank has an impressive international presence. The Bank has

overseas branches in Singapore and Colombo including a Foreign Currency
Banking Unit at Colombo. Indian Bank has 229 overseas correspondent
banks in 69 countries. Indian Bank is engaged in diversified banking activities
and has 3 subsidiary companies to look after them. These are: Indbank
Merchant Banking Services Ltd, IndBank Housing Ltd., IndFund Management
Ltd

Indian Bank is a front runner in specialised banking. The bank has 88 Forex
Authorised branches inclusive of 3 Specialised Overseas Branches at
Chennai, Bangalore and Mumbai exclusively for handling forex transactions
arising out of Export, Import, Remittances and Non Resident Indian business.
The bank also has 5 specialised NRI branches exclusively for servicing Non-
Resident Indians and one Small Scale Industries Branch extending finance
exclusively to SSI units. Indian Bank is a pioneer in rural development. It has
launched several innovative loan products like Artisan Card, Kisan Card,
Kisan Bike Scheme, Yuva Kisan Vidya Nidhi Yojana to meet diverse credit
needs of farmers.

Bank of Baroda

Bank of Baroda was founded by Maharaja Sayajirao Gaekwad of Baroda on

July 20, 1908 with a paid up capital of Rs 10 lakhs. Since then bank has
traversed an eventful and successful journey of almost 100 years. Today,
Bank of Baroda has a network of 2737 branches including 39 overseas
branches spread over 20 countries.

In mid-eighties, the Bank of Baroda diversified into areas of merchant

banking, housing finance, credit cards and mutual funds. In 1995 the Bank
raised Rs 300 crores through a Bond issue. In 1996 the Bank tapped the
capital market with an IPO of Rs 850 crores. Bank of Baroda took the lead in
shifting from manual operating systems to a computerized work environment.
Today, the Bank has 1918 computerized branches, covering 70% of its
network and 91.64% of its business. Bank of Baroda gives high priority to
quality service. In its quest for quality, the Bank has secured the ISO
9001:2000 certification for 15 branches. By end of the 2005-06, the Bank is
targeting 54 more branches for this quality certification.

Federal Bank

Federal Bank is the largest traditional private sector bank in the country. The
Federal Bank Limited (the erstwhile Travancore Federal Bank Limited) was
incorporated on 28/4/1931 with an authorised capital of rupees five thousand
at Nedumpuram, a place near Tiruvalla in Central Travancore. On 18/5/1945,
the Regd.Office of the Bank was shifted to Aluva and the Bank commenced
business by opening its first branch at Aluva. Federal Bank became a
Scheduled Commercial Bank in 1970.

Dena Bank

Dena Bank was founded on May 26, 1938 by the family of Devkaran Nanjee
under the name Devkaran Nanjee Banking Company Ltd. The bank became
a Public Ltd. Company in December 1939 and later the name was changed to
Dena Bank Ltd. In July 1969 Dena Bank Ltd. along with 13 other major banks
was nationalized. Dena Bank is now a Public Sector Bank constituted under
the Banking Companies Act, 1970.

Dena Bank is one among six Public Sector Banks selected by the World Bank
for sanctioning a loan of Rs.72.3 crores for augmentation of Tier-II Capital
under Financial Sector Developmental project in the year 1995. Dena Bank
offers all the latest services such as Any Branch Banking, Multi-City Cheque
Facility, Telebanking, Electronic Fund Transfer to its customers.

Axis Bank

Axis Bank began its operations in 1994 when the Government of India
allowed new private banks to be established. The Bank was promoted jointly
by the Administrator of the specified undertaking of the Unit Trust of India
(UTI - I), Life Insurance Corporation of India (LIC) and General Insurance
Corporation Ltd. and its associates viz. National Insurance Company Ltd.,
The New India Assurance Company, The Oriental Insurance Corporation and
United Insurance Company Ltd.
Presently, the Bank has a very wide network of more than 420 branch offices
and Extension Counters. Axis Bank has a network of over 1841 ATMs, which
is one of the largest ATM networks in the country.

Canara Bank

Canara Bank was founded in 1906 by late Sri. Ammembal Subba Rao Pai.
The Bank was initially named as 'Canara Bank Hindu Permanent Fund'. It
blossomed into a limited company in 1910 and was renamed as 'Canara Bank
Ltd'. In 1969 the Bank was nationalized and thereafter came to be known as
Canara Bank.

Today, Canara Bank is one of the premier banks in the country with a network
of 2513 branches spread all over the country. The Bank has many distinctions
to its name. It was the first bank to be conferred FICCI award for contribution
to rural development. Canara Bank was the first among banks to launch
networked ATMs and obtain ISO Certification.

Canara Bank has carved a niche for itself in providing IT-based services. With
100% computerization of the branches, the bank provides a wide array of
services, like Networked ATMs, Anywhere Banking, Telebanking, Remote
Access Terminals Internet & Mobile Banking, Debit Card etc.

HDFC Bank

HDFC Bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. The Bank commenced
operations as a Scheduled Commercial Bank in January 1995.

The Housing Development Finance Corporation Limited (HDFC) was

amongst the first to receive an 'in principle' approval from the Reserve Bank
of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994. Headquartered in
Mumbai, HDFC Bank, has a network of over 531 branches spread over 228
cities across India. All branches are linked on an online real-time basis.
Customers in over 120 locations are serviced through Telephone Banking.
The Bank also has a network of about over 1054 networked ATMs across
these cities.

Kotak Mahindra

Established in 1984, Kotak Mahindra is one of India's leading financial

institutions, offering complete financial solutions. From commercial banking,
to stock broking, to mutual funds, to life insurance, to investment banking, the
group caters to the financial needs of individuals and corporate.

In February 2003, Kotak Mahindra Finance Ltd, the group's flagship company
was given the license to carry on banking business by the Reserve Bank of
India (RBI). Kotak Mahindra Finance Ltd. is the first company in the Indian
banking history to convert to a bank.

Information related to various charges on ATM services

Sr. Particulars BOB Central Canara

No Bank of Bank
 India
1 Bank’s own ATMs
Cash Withdrawal Free Free Free
Balance Enquiry Free Free Free
2 Other Bank’s ATMs
Cash Withdrawal Rs.20 Rs.20 Rs.25
Balance Enquiry Free Rs.20 Rs.10
3 No. of Transaction per day Four times Three Unlimited
times
4 Limit of Cash Withdrawal 15,000 15,000 15,000
5 Replacement of lost card Rs.169 Rs.100 Rs.50
6 Annual Charges per card Rs.113 Rs.100 Free
after first after first
year year
7 PIN Change Rs.113 Rs.50 Rs.50

Sr. Particulars Bank of Axis Dena

No India Bank Bank
1 Bank’s own ATMs
Cash Withdrawal Free Free Free
Balance Enquiry Free Free Free
2 Other Bank’s ATMs
Cash Withdrawal Rs.20 Rs.20 Rs.20
Balance Enquiry Rs.10 Free Free
3 No. of Transaction per day Unlimited Unlimited Unlimited
4 Limit of Cash Withdrawal 15,000 15,000 15,000
5 Replacement of lost card Rs.100 Rs.100 Rs.100
6 Annual Charges per card Free Rs.100 Rs.50
after first after first
year year
7 PIN Change Rs.50 Rs.50 Rs.50

Sr. Particulars Kotak ICICI Indian

No Mahindra Bank
1 Bank’s own ATMs
Cash Withdrawal Free Free Free
Balance Enquiry Free Free Free
2 Other Bank’s ATMs
Cash Withdrawal Rs.15 Rs.18 Rs.20
Balance Enquiry Free Free Rs.10
3 No. of Transaction per day Unlimited Unlimited Unlimited
4 Limit of Cash Withdrawal 25,000 25,000 15,000
5 Replacement of lost card Rs.200 Rs.200 Rs.100
6 Annual Charges per card Rs.100 Rs.99 Rs.50
after first after first after first
year year year
7 PIN Change Rs.25 Rs.25 Rs.50

Sr. Particulars SBI PNB Federal HDFC

No Bank
1 Bank’s own ATMs
Cash Withdrawal Free Free Free Free
Balance Enquiry Free Free Free Free
2 Other Bank’s ATMs
Cash Withdrawal Rs.20 Rs.20 Rs.20 Rs.55
Balance Enquiry Free Free Free Free
3 No. of Transaction Three Unlimited Unlimited Unlimited
per day times
4 Limit of Cash 15,000 25,000 25,000 25,000
Withdrawal
5 Replacement of lost Rs.200 Rs.150 Rs.200 Rs.100
card
 6 Annual Charges per Rs.50 Rs.100 Rs.100 Rs.100
card after first after first after first after first
year year year year
7 PIN Change Rs.50 Rs.50 Rs.25 Rs.25

• Research Study
• Objective of Study
• Scope of Study
• Limitation of Study
RESEARCH STUDY

→ Marketing research is a systematic study & analysis of problem or specific

marketing situation facing by the organisation.
→ The topic of project work & area of field work has been defined by me.
There are many reasons for conducting survey & make study on the topic
of “Customer Awareness and Feedback Regarding ATM Services of
Banks in Bharuch City.”
→ In recent years, various types of new facilities provided by banks & ATM
services are one of them. The main purpose or importance of this type of
study is to know the customer awareness, the problem faced by them,
their opinion & suggestion regarding ATM services.
→ By knowing this, Banks can take the necessary efforts to spread the
awareness regarding the charges taken & facilities provided by banks &
improve the quality of services.
→ Study started with taking the information related to ATM service from
different banks brochures, website & by meeting the banks manager &
collecting the information from them. After collecting the information;
questionnaire has been prepared for Pre-testing & and then after final
questionnaire has been prepared.

OBJECTIVES OF STUDY
→ To know to what extent customers are aware about the ATM services
provided by banks.
→ To know the opinion of customers.
→ To know the problem faced by customers with regard to ATM services.

SCOPE OF STUDY

→ This study would be helpful for banks to take any action if require with
regarding to increase the customer awareness & to solve the problem
faced by customer.
→ This study would be useful to other students as a secondary data.
→ The study helped me in gaining market exposures & practical experience.

LIMITATION OF STUDY

→ This study has to rely upon the information given by respondents which
may not be fully true.
→ The study will be limited to only some areas of Bharuch city.
→ It is only for short period of time.
• Meaning of Research
• Research Design
• Research Plan
• Sampling Plan
• Data Collection Method

Meaning of Research

→ A marketing research is the function which links consumer, customer &

public to the marketer through information used to identify & define
marketing opportunities & problems, generate, refine & evaluate
marketing action, monitor marketing performance & improve
understanding of market as process.
→ It is a systematic & objectives study of problems pertaining to the
marketing of goods & services. It may be emphasized that it is not
restricted to any particular area of marketing but it is applicable to all its
phase & aspect.

Research Design

→ A research design is the specification of Methods & procedures for

acquiring the information needed. It is the over all operational pattern or
frame work of the project that stipulates what information is to be
collected from which source by what procedures
→ Research design can be classified under three broad categories i.e.
Exploratory, Descriptive, Causal.
→ From these three categories my study is descriptive in nature because
the study is focused on fact finding investigation in a well structured form.

Research Plan

• Type of Study :-

→ For completing my study I have gone for sample study because

respondent are large in size & time is also limited. Hence, I have gone for
sample study rather than census study.

Sampling Plan

• Sampling Unit

→ Customers who are using the ATM service of banks currently.

• Sampling Method

→ I have chosen the quota sampling method

→ First, I have chosen the three ATM centers from each bank that have
more than ATM centers in Bharuch city from the list of location of the
ATM Centers randomly.
→ 15 respondents were chosen from each bank.
→ 5 respondents were taken from each three selected ATM center of each
bank.
→ Note :- Those banks that have only one, two or three ATM center, in this
case all the ATM center were taken in to consideration.

• Sample Size
→ I have chosen the 195 Respondents as a sample size.

Data Collection Method

• Source of data

→ Two types of data source were used that is Primary data & Secondary
data.
→ Primary data were used for collecting response from respondents.
→ Secondary data such as brochures & website were used to obtain
necessary background & supplementary information.

• Tools for data Collection

→ For collecting the data, I have used structured non-disguised

questionnaire & Material given by company.

• Method for data collection

→ For collecting data I have adopted field survey method in the form of
personal interview with the aid of structured – non-disguised
questionnaire.
→ Personal interview method was taken because detailed information can
be collected & personal observation can be made.
Q;1 Since how many years are you using ATM services?
Table 1
Time duration since when the customers have been using the ATM services.

Years Frequency Percentage

Less than one year 35 17.95
1 to 3 years 93 47.69
4 to 6 years 44 22.56
More than 6 years 23 11.79
Total 195 100

Chart 1
Time duration since when the customers have been using the ATM services.

Since howmany years customers are using the

ATM service

12% 18%

Less than one year

23% 1 to 3 years
4 to 6 years
More than 6 years

47%

The above data shows that out of 195 respondents, 35 respondents i.e. 18%
are using the ATM service since less than one year, 93 respondents i.e. 47%
are using ATM service between 1 to 3 years, 44 respondents i.e. 23% are
using the ATM service between 4 to 6 years & 23 respondents i.e. 12% of
them are using the ATM service since more than 6 years.

Q;2 How many times can you withdraw the amount in a day?

Table 2
Customer awareness regarding the limit on number of withdrawals per day.

a) Banks (Central bank of India & SBI) that permit three withdrawals per day

Factors Frequency Percentage

Two times 3 10
Three times 9 30
Four times 0 0
Unlimited times 11 36.67
Don’t know 7 23.33
Total 30 100

Chart 2
Customer awareness regarding the limit on number of withdrawals per day
 Banks that permit the three times cash
withdrawal per day

10%
23%
Two times
Three times
30% Four times
Unlimited
Don't know
37% 0%

The above data shows that out of 30 respondents, 3 respondents i.e. 10% of
them stated that only two withdrawals are permitted per day, 9 respondents
i.e. 30% of them stated that three withdrawals are permitted per day, 11
respondents i.e. 37% of them stated that there is no such limit on per day
withdrawal, 7 respondents i.e. 23% of them stated that they do not know
about it.

Table 3
Customer awareness regarding the limit on number of withdrawals per day.

b) Bank that (BOB) permits the four withdrawals per day

Factors Frequency Percentage

Two times 1 6.67
Three times 4 26.67
Four times 5 33.33
Unlimited times 0 0
Don’t know 5 33.33
Total 15 100

Chart 3
Customer awareness regarding the limit on number of withdrawals per day.

Bank that permits the foue times cash

withdrawal perday

7%

33% Two times

27% Three times
Four times
Unlimited
0% Don't know

33%

The above data shows that out of 15 respondents, 1 respondent i.e. 7% of

them stated that only two withdrawals are permitted per day, 4 respondents
i.e. 27% of them stated that three withdrawals are permitted per day, 5
respondents i.e. 33% of them stated that four withdrawals are permitted per
day, 5 respondents i.e. 33% of them do not know about the number of
withdrawals per day.

Table 4
Customer awareness regarding the limit on number of withdrawals per day.

c) Banks that (Kotak Mahindra, HDFC, ICICI, Dena Bank, Canara Bank,
Bankn of India, Indian Bank, Federal Bank, PNB, Axis Bank) do not have
any limit on number of cash withdrawals

Factors Frequency Percentage

Two times 11 7.33
Three times 5 3.33
Four times 11 7.33
Unlimited times 94 62.67
Don’t know 29 19.33
Total 150 100

Chart 4
Customer awareness regarding the limit on number of withdrawals per day.
 Banks that do not give any limit on number of
Cash withdrawal perday

7%
19% 3%

7%
Two times
Three times
Four times
Unlimited
Don't know

64%

The above data shows that out of 150 respondents, 11 respondents i.e. 7% of
them stated that only two withdrawals are permitted per day, 5 respondents
i.e. 3% of them stated that three withdrawals are permitted per day, 11
respondents i.e. 7% of them stated that four withdrawals are permitted per
day, 94 respondents i.e. 63% them stated that there is no such limit on
number of withdrawals per day, 29 respondents i.e. 19% of them stated that
they do not know about it.
Q;3 How many rupees can you withdraw from the ATM in a day?

Table 5
Customer awareness regarding the cash withdrawal limit per day.

a) Banks (BOB, SBI, Central Bank of India, Canara bank, Bank of India, Axis
Bank, Dena Bank, Indian Bank) that have 15,000 cash withdrawal limit per
day

Factors Frequency Percentage

10,000 15 12.50
15,000 83 69.17
20,000 4 3.33
25,000 14 11.67
Don’t know 4 3.33
Total 120 100

Chart 5
Customer awareness regarding the cash withdrawal limit per day.

Banks that have 15000 cash withdrawal limit

per day

3% 13%
12%
3% 10,000
15,000
20,000
25,000
Don't know

69%
The above data shows that out of 120 respondents, 15 respondents i.e. 13%
of them reported that their per day cash withdrawal limit was 10,000, 83
respondents i.e. 69% of them stated that limit was 15,000, 4 respondents i.e.
3% of them stated that limit was 20,000, 14 respondents i.e. 12% of them
stated that limit was 25,000 & 4 respondents i.e. 3% of them stated that they
did not know about the cash withdrawal limit.

Table 6
Customer awareness regarding the cash withdrawal limit per day.

b) Banks (Kotak Mahindra, ICICI, PNB, Federal Bank, HDFC) that have
25,000 cash withdrawal limit per day

Factors Frequency Percentage

10,000 6 8.00
15,000 13 17.33
20,000 3 4.00
25,000 51 68.00
Don’t know 2 2.67
Total 75 100
Chart 6
Customer awareness regarding the cash withdrawal limit per day.

Banks that have 25000 cash withdrawal

limit per day

3% 8%

17% 10,000
15,000
20,000
4%
25,000
Don't know
68%

The above data shows that out of 75 respondents, 6 respondents i.e. 8% of

them reported that their per day cash withdrawal limit was 10,000, 13
respondents i.e. 17% of them stated that limit was 15,000, 3 respondents i.e.
4% of them stated that limit was 20,000, 51 respondents i.e. 68% of
respondents stated that limit was 25,000 & 2 respondents i.e. 3% of them
stated that they did not about the cash withdrawal limit.
Q;4 Does any service charge taken by bank on ATM service per annum?

Table 7
Customer awareness regarding the annual charges taken on ATM card.

a) Banks (BOB, SBI, Central Bank of India, Axis Bank, Dena Bank, Kotak
Mahindra, ICICI, Indian Bank, PNB, Federal Bank, HDFC) that take the
annual charge

Factors Frequency Percentage

Yes 39 23.54
No 108 65.45
Don’t know 18 10.91
Total 165 100

Chart 7
Customer awareness regarding the annual charges taken on ATM card.

Banks that take annual charges

11%
24%

Yes
No
Don't Know

65%
The above data shows that out of 165 respondents, 39 respondents i.e. 24%
of them stated that banks take the annual fee on ATM card, 108 respondents
i.e. 65% of them stated that banks do not take any annual fees, 18
respondents i.e. 11% of them stated that they do not know about it.

Table 8
Customer awareness regarding the annual charges taken on ATM card

b) Banks that (Cenara Bank, Bank of India) do not take the annual charge

Factors Frequency Percentage

Yes 2 6.67
No 27 90
Don’t know 1 3.33
Total 30 100

Chart 8
Customer awareness regarding the annual charges taken on ATM card

Banks that do not take any annual charges

3% 7%

Yes
No
Don't Know

90%
The above data shows that out of 30 respondents, 2 respondents i.e. 7% of
them stated that bank takes the annual fee on ATM card, 27 respondents i.e.
90% of them stated that banks do not take any annual fee on ATM card, 1
respondent i.e. 3% of them stated that they do not know about it.

Q;5 Does the bank charge any amount for cash withdrawal?

Table 9
Customer awareness regarding the any charges taken by bank for cash
withdrawal

Factors Frequency Percentage

Yes 0 0
No 195 100
Total 195 100

Chart 9
Customer awareness regarding the any charges taken by bank for cash
withdrawal

Customer awareness regarding the cash

withdrawal limit

0%

Yes
No

100%
The above data shows that all the 195 respondents i.e. 100% respondents
reported that banks are not charging any amount for cash withdrawal.

Q;6 Does the bank charge any amount for balance enquiry?

Table 10
Customer awareness regarding the any charges taken by bank for balance
enquiry

Factors Frequency Percentage

Yes 0 0
No 195 100
Total 195 100

Chart 10
Customer awareness regarding the any charges taken by bank for balance
enquiry

customer awareness regarding the any charges

taken by banks for balance enquiry

0%

Yes
No

100%
The data shows that all the 195 respondents i.e. 100% respondents reported
that banks are not charging any amount for balance enquiry.

Q;7 Do you know that one bank’s ATM card can not be used in other
bank at free of cost?

Table 11
Customer awareness regarding the use of ATM cards at other banks

Factors Frequency Percentage

Yes 157 80.51
No 38 19.49
Total 195 100

Chart 11
Customer awareness regarding the use of ATM cards at other banks

Customer awareness regarding the one bank's

ATM card used in other bank

19%

Yes
No

81%

The above data shows that out of 195 respondents, 157 respondents i.e. 81%
of respondents stated that that they know that one banks ATM cards can not
be used in other banks at free of cost & 38 respondents i.e. 19% of
respondents stated that they do not know about it.
Q;8 Does the bank charge any amount for balance enquiry, if one bank’s
ATM card used in other Bank?

Table 12
Customer awareness regarding the any amount taken for balance enquiry in
case of using the card in other banks ATM

a) Banks (Central Bank of India, Canara Bank, Bank of India, Indian Bank)
that take charge for balance enquiry in case of using the card in other
bank’s ATM

Factors Frequency Percentage

Yes 11 18.33
No 30 50
Don’t know 19 31.67
Total 60 100

Chart 12
Customer awareness regarding the any amount taken for balance enquiry in
case of using the card in other banks ATM
 Banks that take charges for balance enquiry

18%

32%

Yes
No
Don't Know

50%

The above data shows that out of 60 respondents, 11 respondents i.e. 11

respondents i.e. 18% of them stated that banks charge for balance enquiry if
one bank’s ATM card used in other bank’s ATM, 30 respondents i.e. 50% of
them stated that banks are not charging for balance enquiry, 19 respondents
i.e. 32% of them that they do not know about it.

Table 13
Customer awareness regarding the any amount taken for balance enquiry in
case of using the card in other banks ATM

b) Banks (SBI, BOB, ICICI, PNB, Axis Bank, Dena Bank, HDFC, Federal
Bank, Kotak Mahindra) that do not charge any amount for balance
enquiry

Factors Frequency Percentage

Yes 37 27.41
No 64 47.41
Don’t know 34 25.19
Total 135 100
Chart 13
Customer awareness regarding the any amount taken for balance enquiry in
case of using the card in other banks ATM

Banks that do not charge any amount for

balance enquiry

25% 27%

Yes
No
Don't Know

48%

The above data shows that out of 135 respondents, 37 respondents i.e. 27%
of respondents stated that banks charge for balance enquiry, 64 respondents
i.e. 47% of them stated banks are not charging for balance enquiry, 34
respondents i.e. 25% of them stated that they do not aware about the charge
taken for balance enquiry if one bank’s ATM card used in other bank.

Q;9 If your ATM card lost or stolen then, does bank charge any amount
for issuing duplicate card?

Table 14
Customer awareness regarding the charges taken for issuing duplicate card

Factors Frequency Percentage

Yes 109 55.90
No 37 18.97
Don’t know 49 25.13
Total 195 100

Chart 14
Customer awareness regarding the charges taken for issuing duplicate card
 Customer awareness regarding the charges taken
for issuing duplicate cards

25%

Yes
No
56%
Don't Know

19%

The above data shows that out of 195 respondents, 109 respondents i.e. 56%
of them stated that banks take charge for issuing duplicate card in case of
loss card, 37 respondents i.e. 19% of them stated that banks are not charging
for issuing duplicate card, 49 respondents i.e. 25% of them stated that they
do not know about the charges taken for issuing duplicate card.

Amount taken for issuing the duplicate card

Out of 109 respondents, 33 respondents stated that actual amount of issuing

duplicate card, 27 respondents did not able to give the actual amount & 49
respondents stated that they do not know regarding the amount taken for
issuing duplicate card.
Q;10 Do you know regarding facility of cash/cheque deposit through
ATM?

Table 15
Customer awareness regarding the facility of cash/cheque deposit through
ATM

Factors Frequency Percentage

Yes 38 28.15
No 97 71.85
Total 135 100

Chart 15
Customer awareness regarding the facility of cash/cheque deposit through
ATM
 Customer awareness regarding the
cash/cheque deposit

28%

Yes
No

72%

The above data shows that out of 135 respondents, 38 respondents i.e. 28%
of them stated that they are aware regarding the cash/cheque deposit facility,
97 respondents i.e.72% of them stated that they do not know about this
facility.

Q;11 Do you know regarding facility of getting mini statement?

Table 16
Customers’ awareness regarding mini statement facility

Factors Frequency Percentage

Yes 118 60.51
No 77 39.49
Total 195 100

Chart 16
Customers’ awareness regarding mini statement facility
 Customer awareness regarding ministatement
facility

39%
Yes
No
61%

The above data shows that out of 195 respondents, 118 respondents i.e. 61%
of respondents stated that they know about the mini statement facility
provided by banks & 77 respondents i.e. 39% of respondents stated that they
do not know about it.

Q;12 Do you know regarding facility of PIN change?

Table 17
Customer awareness regarding PIN change facility

Factors Frequency Percentage

Yes 51 26.51
No 144 73.85
Total 195 100

Chart 17
Customer awareness regarding PIN change facility
 Customer awareness regarding the PIN
regeneration

26%

Yes
No

74%

The above data shows that out of 195 respondents, 51 respondents i.e. 26%
of them stated that they know about the PIN change facility & 144
respondents i.e. 74% of them stated that they do not know about the PIN
change facility.

Q;13 If yes, Does bank charge any amount for PIN change?

Customer awareness regarding the charges for PIN change

Out of 51 respondents, only 32 respondents stated that banks take charges

for PIN change, 5 Respondents stated that banks are not charging any
amount for it & 14 respondents stated that they do not know about it.

Out of 32 respondents, only 17 respondents gave the correct amount for PIN
change & 15 respondents did not able to give the actual amount or they did
not know about the amount charged for PIN change.
Q;14 Have you ever faced any problem with regard to ATM?

Table 18
Customer feedback regarding the problem faced by customers related to
ATM service.

Factors Frequency Percentage

Yes 89 45.64
No 106 54.36
 Total 195 100

Chart 18
Customer feedback regarding the problem faced by customers related to
ATM service.

Customer feedback regarding the problem

related to ATM service

46% Yes
54% No

The above data shows that out of 195 respondents, 89 respondents i.e. 46%
of them have faced the problem related to ATM service & 106 respondents
i.e. 54% of them did not have faced any problem related to ATM service.

Which type of problem?

Table 19
Types of problems faced by customer

Factors Frequency Percentage

Non working of ATM due to technical fault 34 38.20
Card gets stack in Machine 22 24.72
Quality of currency is not good 11 12.36
 Not getting the statement of account 14 15.73
Cash do not come due to technical problem 8 8.99
Total 89 100

Chart 19
Types of problems faced by customer

Various Problems faced by customer

9% Non working of ATM

due to technical fault
16% Card gets stack in
38% Machine
Quality of currency is
not good
12% Not getting the
statement of account
Cash do not come due
25% to technical problem

The above data shows that out of 89 respondents, 34 respondents i.e. 38% of
respondents have faced the problem of non working of ATM due to technical
fault, 22 respondents i.e. 25% of them faced the problem of card got stuck in
machine, 11 respondents i.e. 12% of them reported that quality of currency is
not good, 14 respondents i.e. 16% of them stated that they could not get the
statement of account owing to technical problem in machine, 8 respondents
i.e. 9% of them stated that cash do not come due to technical fault.
Q;15 If you face the non working of ATM then what do you do?

Table 20
Stepped taken by customers in case of non working of ATM

Factors Frequency Percentage

Complain to banks 69 35.38
Move out to other center 72 36.92
Try again after some times/Next day 54 27.69
Total 195 100

Chart 20
Stepped taken by customers in case of non working of ATM
 Stepped taken by customers in case of non
working of ATM

28%
35% Complain to bank

Move out to center

Try again after some

time/next day

37%

The above data shows that out of 195 respondents, in case of non-working of
ATM, 69 respondents i.e. 35% of them stated that complained to bank, 72
respondents i.e. 37% of them stated that they move out to other ATM center
& 54 respondents i.e. 28% of them stated that they tried again after some
time/next day.

Q;16 Have you even faced the problem of inadequacy of cash at the
ATM?

Table 21
Customer feedback regarding the problem of cash inadequacy in the ATM

Factors Frequency Percentage

Yes 63 32.31
No 133 68.21
Total 195 100

Chart 21
Customer feedback regarding the problem of cash inadequacy in the ATM

Customer feedback regarding the problem of cash

inadequacy in the ATM

32%

Yes
No

68%

The above data shows that out of 195 respondents, 63 respondents i.e. 32%
of them have faced the problem of cash inadequacy in the ATM & 133
respondents i.e. 68% of them did not face any problem of cash inadequacy in
ATM.
Q;17 What is your opinion about the cleanliness provided in ATM
center?

Table 22
Customer feedback regarding cleanliness provided in ATM centers

Factors Frequency Percentage

Excellent 20 10.26
Very good 91 46.67
Good 76 38.97
Average 8 4.10
Poor 0 0
Total 195 100

Chart 22
Customer feedback regarding cleanliness provided in ATM centers
 Customer feedback regarding cleanliness
provided in ATM center

0%

4% 10%

Excellent
Very good
39%
Good
Average
47% Poor

The above data shows that out of 195 respondents, 20 respondents i.e. 10%
of them felt excellent regarding cleanliness in the ATM centers, 91
respondents i.e. 47% of them felt very good, 76 respondents i.e. 39% of them
felt good, 8 respondents i.e. 4% of them felt Average.

Q;18 Are you satisfied with this Particular limit of cash withdrawals?

Table 23
Customer feedback regarding the cash withdrawal limit

Factors Frequency Percentage

Highly Satisfied 11 5.64
Satisfied 131 67.18
Neutral 34 17.44
Dissatisfied 17 8.72
Highly Dissatisfied 2 1.03
Total 195 100
Chart 23
Customer feedback regarding the cash withdrawal limit

Customer fee dback regarding the cash

withdrawal limit

1%
9% 6%

Highly Satisfied
17%
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
67%

The above data shows that out of 195 respondents, 11 respondents i.e. 6% of
them expressed highly satisfaction with cash withdrawal limit, 131
respondents i.e. 67% of them expressed satisfaction with cash withdrawal
limit, 34 respondents i.e. 17% of them stated neutral, 17 respondents i.e. 9%
of them expressed dissatisfaction, 2 respondents i.e. 1% of them expressed
highly dissatisfaction with cash withdrawal limit.

Q;19 Are you satisfied with the number of ATM center available in city?
Table 24
Customer feedback regarding the number of ATM center available in city

a) Banks(Canara Bank, Central Bank of India, Federal Bank, PNB, KotaK

Mahindra, Bank of India) that have less than three ATM centers in city

Factors Frequency Percentage

Highly Satisfied 1 0.95
Satisfied 13 12.38
Neutral 24 22.86
Dissatisfied 33 31.43
Highly Dissatisfied 34 32.83
Total 105 100

Chart 24
Customer feedback regarding the number of ATM center available in city
 Banks that have less than three ATM cente rs

1%
12%

33%
Highly Satisfied
Satisfied
23% Neutral
Dissatisfied
Highly Dissatisfied

31%

The above data shows that out of 105 respondents, 1 respondents i.e. 1% of
them expressed highly satisfaction, 13 respondents i.e. 12% of them
expressed satisfaction, 24 respondents i.e. 23% of them expressed that they
were Neutral, 33 respondents i.e. 31% of them expressed dissatisfaction, 34
respondents i.e. 33% of them expressed highly dissatisfaction with the
number of ATM centers available in city.
Table 25
Customer feedback regarding the number of ATM center available in city
b) Banks that (BOB, SBI, ICICI, HDFC, Axis Bank, Dena Bank) have three or
more than three ATM centers

Factors Frequency Percentage

Highly Satisfied 5 5.56
Satisfied 47 52.22
Neutral 13 14.44
Dissatisfied 17 18.89
Highly Dissatisfied 8 8,89
Total 90 100

Chart 25
Customer feedback regarding the number of ATM center available in city
 Banks that have three or more than three ATM
centers

9% 6%

Highly Satisfied
19%
Satisfied
Neutral
Dissatisfied
52%
Highly Dissatisfied
14%

The above data shows that out of 90 respondents, 5 respondents i.e. 6% of

them expressed highly satisfaction, 47 respondents i.e. 52% of them
expressed satisfaction, 13 respondents i.e. 14% of them expressed that they
were Neutral, 17 respondents i.e. 19% of them expressed dissatisfaction, 8
respondents i.e. 9% of them expressed highly dissatisfaction with the number
of ATM centers available in city.
• Finding related to customer awareness
• Findings related to problem faced by customers
• Finding related to customer opinion/feedback
• Findings through personal observation

Finding related to customer awareness

• Majority of respondents that is 48% of respondents are using the ATM

facility between 1 to 3 years, only 12% of respondent are using the ATM
facility from more than 6 years.
• Majority of customers know that there is no limit on numbers of
withdrawals per day but some banks allow only three or four withdrawals
per day.
• Some banks have 15,000 cash withdrawal limit & some banks have
25,000 cash withdrawal limit.

→ Those banks that have 15,000 cash withdrawal limit, majority of

customers that is 70% of them are aware about the cash withdrawal limit
& 30% of respondents reported other answers which were not correct
which indicates that they are not aware about the cash withdrawal limit.
→ Those banks that have 25,000 cash withdrawal limit, majority of Customer
that is 68% of customers are aware about the cash withdrawal limit &
 32% of customers stated other answers which were not correct which
indicates that they are not aware about the cash withdrawal limit.
→ It was found that majority of respondents that is 68% (83+51) of the
customers are aware about the actual cash withdrawal limit.
• Majority of customers are not aware about the banks are charging annual
fees from the second year, only for first year the banks are not charging
any amount.
• From the study, it was found that all most all the customers are aware
that banks are not charging any amount for cash withdrawal & balance
enquiry.
• 81% of the customers are aware about the one Bank’s ATM card can not
be used at free of cost.
• Majority of customers do not aware about the Charges taken for balance
enquiry if one Bank’s ATM card used in other bank.
• 56% of customers are aware about the charges for issuing the duplicate
card, but only few respondents are aware about the actual amount for
issuing duplicate card.
• 72% of customers do not aware about the cash/cheque deposit facility
offered through ATM.
• 61% of customers are aware regarding the mini statement facility offered
by banks.
• 74% of customers do not aware regarding PIN change facility offered by
banks.
• Majority of customers do not aware about the amount charged for PIN
change.

Findings related to problem faced by customers

• 46% of customers have faced the problem related ATM services & 54%
customers have not faced any problem related to ATM services. So it is
 find out that near 50% of customers are facing the problem related to
ATM service.
• Customers have faced the various problems like non working of ATM,
cards get stack in ATM, quality of currency is not good, card will not come
from ATM due to technical problem & not getting the statement of
account. Majority of them faced the problem of non working of ATM.
• Majority of customers that is 72% of respondents move out to other ATM
center if the customers faced the problem of non-working of ATM.
• 68% of customers do not faced the problem of cash inadequacy in ATMs.

Finding related to customer opinion/feedback

• Majority of customers that is 91% respondents expressed that cleanliness

in ATM center are very good.
• Majority of customers that is 67% of them are satisfied regarding the cash
withdrawal limit.
• Customers of some banks are satisfied & some banks respondents are
highly dissatisfied regarding the number of ATM centers available in city.

→ Those banks that have less than three ATM centers, Majority of
customers are highly dissatisfied regarding the number of ATM centers in
city.
→ Those banks that have three or less than three ATM centers, Majority of
customers are satisfied with the number of ATM center available in city.

Findings through personal observation

• In the beginning of the month, Customers who are salary holders, they
are using the ATM services for getting their salaries. At that time,
 customers are facing the problem of cash inadequacy due to heavy rush
of customers at the ATM centers.
• Most of customers are using the ATM services for the purpose of cash
withdrawal only. They are not using the other facilities offered through
ATMs.
• Suggestions through findings
• Suggestions through personal observation

Suggestions through findings

On the basis of the problem identified in the survey, the following suggestions
emerge for improving the working of ATMs & their services & increase the
awareness regarding the various aspect of ATM service.

• Banks should be more transparent regarding the various charges taken

by banks for maintenance & transaction.
• More details & adequate information should be timely provided by Banks
regarding use of ATMs, charges taken, terms & conditions & other related
information.
• Steps should be initiated to avoid the problem of technical breakdown
which is common in some of the ATM centers, through the regular
inspection & preventive maintenance.
• Banks should minimize instances of ‘Cash outage’ by planning for &
arranging the required cash in the ATM centers.
• In the beginning of the month, Banks should arrange for more cash in
ATM due to heavy rush of salary holders customers.
• Banks should have to increase the number of ATM centers in city,
specially, those banks that have less than three ATM centers.
• Banks should be separately provided brochures, pamphlets & other
material to update the knowledge regarding various charges taken by
banks & various facilities provided by banks.

Suggestions through personal observation

• Banks should provide the information related to which banks ATM card
can be accepted by our bank ATMs. For this banks should need to put
notice related this information in the ATM center itself & also the charges
taken for it.
• The banks should appoint watch & ward staff who would also be able to
guide the customers for availing services at ATM centers. In addition,
they should take care of proper maintenance of the place in terms
 cleanness & also promptly report to appropriate authorities in case of non
functioning of the ATM.
• The procedures for the duplicate cards should be made easy in case of
lost card or damage cards.
Conclusion

Towards developing cost effective alternative channels of delivery & keep in

mind the necessity of customers in modern times that customers need to
have access their money any time, any where the banks address the ATM
services which avoiding visits to even the nearest branches. Through ATM
customers can easily withdraw the cash at their convenience times. They can
also get the facilities such as balance enquiry, mini statement, PIN change,
deposit cash/cheque etc.
From this study, I would conclude that majority of customers are aware about
the various facilities of ATM services, but they are not aware about the
various charges taken for providing the ATM services. Customers are not
aware regarding the annual charges of ATM card, amount charge for PIN
change, issuing duplicate cards etc. Most of customers are satisfied with
regard to ATM centers available in city, cash withdrawal limit. But customers
face the some common problem with regard to ATM.
• Appendices
• Bibliography

• Synopsis
• Questionnaire
• List of Banks that provide the ATM service in Bharuch city
• List of Location of ATM centers
• List of location of ATM centers selected for survey
• List of Respondents

SYNOPSIS

TITLE OF PROJECT

“Study on customer awareness & feedback regarding facilities of ATM

services of banks in Bharuch city.”

STATEMENT OF PROJECT

“To find out that to what extent the customers are aware about the ATM
services & to know the opinion of customer with regard to ATM services to
ATM services provided by banks.”

SCOPE OF STUDY

- This study would be helpful for banks to take any action if require with
regarding to increase the customer awareness & to solve the problem
faced by customer.
- This study would be useful to other students as a secondary data.
 - The study helped me in gaining market exposures & practical
experience.

OBJECTIVES OF STUDY

- To know what extent the customers are aware about ATM services.
- To know the problem faced by customer with regard to ATM services.
- To know the opinion/ feedback of customers

GEOGRAPHICAL AREAS

Geographical areas would be selected from the list of the location of ATM
centers of banks. In this context areas to be covered like :

- Panchbatti, Maktampur, Station Road, Tulsidham, Mukti Nagar, Lallu

Chakla, Link Road, Pritam society, Soneri mahal, BOB Industrial estate,
GNFC Township.

REFERENCE PERIOD

This study will cover the time period the time period of 6 weeks starting from
12th Jan to 21st Feb 2009.

SOURCE OF DATA

- Primary data Questionnaire

- Secondary data Banks brochures & websites

SAMPLING PLAN

- Sampling Unit Respondents who are currently

using ATM services.
- Sampling Method Quota sampling
 - Sample Size 195

TOOLS OF GATHERING DATA

- Questionnaire
- Banks brochures & Website

PLAN FOR DATA ANALYSIS

After collecting the data for the purpose of analysing the data will be
presented in the form of table & graph for the ease of understanding.

CHAPTER SCHEME

- CH – 1 Introduction of ATM
- CH – 2 Introduction of Banks
- CH – 3 Identification of Study
- CH – 4 Research methodology
- CH – 5 Data analysis & interpretation
- CH – 6 Findings
- CH – 7 Suggestions
- CH – 8 Conclusion
- CH – 9 Annexure

LIMITATION OF STUDY

- This study has to rely upon the information given by respondents which
may not be fully true.
- The study will be limited to only some areas of Bharuch city.
- It is only for short period of time.
 Signature of Project Guide

Questionnaire on “Customer awareness & feedback regarding facilities

of ATM services of Banks in Bharuch city.

Personal Detail
Name of Respondent :
Name of Bank :
Address :
Age :

Section 1 : Customer Awareness

Q;1 Since how many years are you using ATM services?
(a) Less than one year
(b) 1 to 3 years
(c) 4 to 6 years
(d) More than 6 years

Q;2 How many times can you withdraw the amount in a day?
(a) Two times (b) Three times
(b) Four times (d) Unlimited times
(e) Don’t know

Q;3 How many rupees can you withdraw from the ATM in a day?
(a) 10,000 (b) 15,000
(c) 20,000 (d) 25,000
(e) Don’t know

Q;4 Does any service charge taken by bank on ATM service per annum?
(a) Yes (b) No (c) Don’t know
If yes, How much?

Q;5 Does the bank charge any amount for cash withdrawal?
(a) Yes (b) No (c) Don’t know
If yes, How much?
Q;6 Does the bank charge any amount for balance enquiry?
(a) Yes (b) No (c) Don’t know
If yes, How much?

Q;7 Do you know that one bank’s ATM card can not be used in other bank
at free of cost?
(a) Yes (b) No

Q;8 Does the bank charge any amount for balance enquiry, if one bank’s
 ATM card used in other Bank?
(a) Yes (b) No (c) Don’t know

Q;9 If your ATM card lost or stolen then, does bank charge any amount
for issuing duplicate card?
(a) Yes (b) No (c) Don’t know
If yes, How much?

Q;10 Do you know regarding facility of cash/cheque deposit through ATM?

(a) Yes (b) No

Q;11 Do you know regarding facility of getting mini statement?

(a) Yes (b) No

Q;12 Do you know regarding facility of PIN change?

(a) Yes (b) No

Q;13 If yes, Does bank charge any amount for PIN change?
(a) Yes (b) No (c) Don’t know
• •
If yes, How much?

Section 2 : customer Feedback

Q;14 Have you ever faced any problem with regard to ATM?
(a) Yes (b) No
If yes, which type of problem?

Q;15 If you face the non working of ATM then what do you do?
(a) Complain to Bank
(b) Move out to other Center
(c) Try again after some time/next day
Q;16 Have you even faced the problem of inadequacy of cash at the ATM
Center?
(a) Yes (b) No
If yes, what is your suggestion?

Q;17 What is your opinion about the cleanliness provided in ATM center?
(a) Excellent (b) Very Good
(c) Good (d) Average
(e) Poor

Q;18 Are you satisfied with this Particular limit of cash withdrawals?
(a) Highly satisfied (b) Satisfied
(c) Highly Dissatisfied (d) Dissatisfied

Q;19 Are you satisfied with the number of ATM center available in city?
(a) Highly satisfied (b) Satisfied
(c) Highly Dissatisfied (d) Dissatisfied

“THANK YOU FOR COOPERATE”

List of Banks available in Bharuch city that provide ATM

service

Axis Bank HDFC Bank

Bank Of Baroda ICICI Bank
Bank Of India Indian Bank
Canara Bank Kotak Mahindra Bank
Central Bank Of India Punjab National Bank
Dena Bank State Bank Of India
Federal Bank
- C. G. Beri, “Research Process” in Marketing Research 3rd edition, 2003,
Page no. 41
- www.hdfcbank.com
- www.axisbank.com
- www.canarabank.com
- www.icicibank.com
- www.denabank.com
- www.statebankofindia.com
- www.pnbindia.com
- www.indianbank.com
- www.centralbankofindia.com
- www.kotak.com
- www.federalbank.com
- www.bankofbaroda.com
- www.bankofindia.com
- www.ukonline.co.in/histatm.htm