Project Report Anu Multiple Tools

CHAPTER 1
INTRODUCTION
1
INTRODUCTION
Banks are the reservoirs of the financial resources. They store nation’s wealth. These banks
have made continuous improvement and development in their operations. Diversification and
innovations are introduced in the functioning of banks with a view to improve their
performance and to meet the developmental needs of the economy. Apart from traditional
banking functions such as lending and borrowing banks provide a number of value added
services.
The evolutionary trend from cash economy to cheque economy and onwards to
plastic card economy is witnessed in the introduction of ATMs. ATM is a device that allows
customers to have an ATM card to perform routine banking transactions like withdraw of
deposited funds, check account balances, transfer funds and check statement information. ATM
cards are known by a variety of names such as bank card, MAS (money access card), client
card, key card or cash card. In banking networks, two functions of ATM cards and debit cards
are combined into a single card simply called debit card. Any ATM on the road side can provide
cash needs of customer. The ATM services has achieved noticeable acceptance by the bank
customers. All people irrespective of rural or urban deals with banking institutions and day by
day popularity and uses of ATM are increasing among people. with the arrival of different
utilities of ATMs ,customers migrated from routine bank transactions of teller counters to
automated teller machine .ATMs are currently popular in India that enables the customers to
withdraw their money 24 hours a day , 7 days a week.
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OBJECTIVES OF THE STUDY
 To identify facilities and services provided by SBI through ATM to its customers.
 To examine the level of awareness on ATM services SBI among selected respondents.
 To identify the level of usage of selected ATM services of SBI among selected
respondents.
 To examine the level of satisfaction on facilities and services of SBI ATMs among
selected respondents.
 To examine the problems experienced by selected customers on the ATM services of
SBI.
 To examine the perception of respondents on the usage of ATM services of SBI before
and after demonetization.
SCOPE OF THE STUDY
Today normally all people have bank account and majority of the people using
ATM for speedy and timely transaction. But many of the customers do not make use of all
products and services offered by the ATM. So, my study is concentrated on “customer
evaluation on ATM services of SBI, Palakkad” and the study is also in tensed to different
utilities of ATM, level of awareness ATM services, usage of ATM services, satisfaction of
different services of ATM, problems of ATM and compare the affect of ATM services before
and after demonetization among customers with special preference to Palakkad branch.
STATEMENT OF THE PROBLEM
ATM services are commonly in banking industry. ATM services comprise

of multiple elements like withdrawal facility, transfer of fund, fast cash, bill payment, SBI life
premium payment, mobile banking registration, payment of electricity bill etc…even the
services are many in number a large majority of them are not used by customer. As such, it is
of great significance to study the level of awareness, usage, satisfaction, problem experienced
in the use of ATM services. The demonetization policy of government of India effected to large
extent the usage of ATM almost everywhere. The study intends to examine level of awareness.
Uses and perception of customers on usage of ATMs before and after demonetization.
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RESEARCH METHODOLOGY
 Source of data collection

The primary data are collected through well-structured questionnaire and
the sources of secondary data comprises of journals, magazines and websites etc.
 Period of study
The study titled “customer evaluation on ATM services of SBI, Palakkad” has been
conducted for a period of 21 days.
 Tools of analysis
The tools of analysis used in the study are of MANOVA (multivariate
analysis of variance), one way and two way ANOVA, paired sample T test, non-
parametric test-Kruskal Wallis Test.
 Sample size
The respondents of the study comprises of customers of SBI branch Palakkad.
The number of customers at the branch as on 30/11/2016 arrived at 530750, Using
random number table 50 numbers of customers are selected by simple random sample.
 Sampling technique
This study mainly using the random sampling technique.
 Limitations of the study
1. Duration of the study is limited
2. Only small portion of population is taken as sample for study
3. Response errors from people affect the study
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PRESENTATION OF THE REPORT
The study is presented four chapters as follows:
Chapter one- Introductory chapter deals with the statement of the problem, objectives of the
study, scope, methodological design, tools for analysis and interpretation and limitations of the
study.
Chapter two - Review of literature is a summary of previous research on a topic.
Chapter three - Theoretical framework describes about the meaning and definitions of
ATM, uses of ATM, and functions of ATM, objectives of ATM, does and don’ts of ATM.
Chapter four - Analysis and interpretation chapter deals with the analysis of different
statement of the problem.
Chapter five - Findings, Conclusion and Suggestion chapter describes about my

opinion and certain solution to the problem.
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CHAPTER 2
REVIEW OF LITERATURE
6
REVIEW OF LITERATURE
In order to have better understanding about the present study in its proper
perspective, the researcher has undertaken to present the corresponding studies through review
of what has already been done in the field.
Mohammed, Shariq (2012) identified the factors affecting the customers demand for ATM
services, by analysing sample of 450 consumers‟ responses who have been interviewed
personally through structured survey in 3 districts of Uttar Pradesh India. The results indicated
that graduate and employed male customers who belong from higher income groups and having
a bank account preferably in public sector bank are greatly emphasized to use of the banking
services. Significant positive influence of the characterized socio-economic attributes on the
use of ATM service was found.
Dr. K.shobha (2012) investigated the satisfaction levels of ATM cardholders with respect to
various aspects of the service quality of ATM. This study provides information regarding the
satisfaction level and problems faced while using ATM cards.
Mohammed-Aminu sanda (July 2011) explained the issue of whether the use of the
Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many
developing countries has achieved its intended objective of increasing the effectiveness of
customer service provision and reducing the workload of bank tellers. The findings revealed
that though most bank customers who use the ATM services perceive the ATM as a convenient,
reliable, accurate and suitable service delivery tool for their banking transactions.
Wu & Wang( 2007) , Tong (2009), Khan( 2010 ) identified that the ATM is an innovative
customer service delivery tool that offers diversified financial services, such as cash
withdrawal, funds transfer, cash deposits, and payment of utility bills, among other financial
enquiries. Thus for technology-based delivery channels, such as the ATM, the satisfaction of
users is an essential determinant of technological success.
Wole Michael Olatokun (2009) tested the attributes of the theory of diffusion of innovation
empirically, using Automatic Teller Machines (ATMs) as the target innovation. The population
comprised banks customers who used ATMs. From the factor analysis, it was revealed that the
respondents believed in their safety in using ATM; that ATMs were quite easy to use and fit in
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with their way of life; that what they observed about ATMs convinced them to use it and that
ATM was tried out before they use it.
To increase the diffusion of ATMs, it was recommended that banks should

ensure enhanced salience of ATM to customers‟ needs, greater compatibility of ATM to
customers banking norms and lifestyle, less complex and easy to use system and opportunity
for adopters to experiment with the system before using ATM‟S.
Agnihotri Peeyush (2001) in his paper “IT way of getting cash” explained the working of
ATM, ATM penetration per million persons in Asian countries and the system of security –
how it works and also the frauds of ATM.
Simhan Raja (2003) in his article, “Shared ATM networks gain favour” explained the
importance of shared network of ATM in Indian banks.
Puri and kamath (2004) in their article, “Indian Banks: Bigger, Better & Remote Controlled”
explained that banks in India have traditionally claimed the strength of their networks based on
the number of branches. The logic was that the increase in branch network corresponds to more
transactions, more business and therefore more profits. Not unlike the rest of Asia, where
branch rationalization first started in Japan and then spread across the continent, this logic is
steadily getting reversed in India.
Kaul Urvashi (2007) in his article, “ATM: The Power of Cash” explained the importance and
benefits of ATM, the players in the Indian market and presented various statistical data
concerning the growth of ATM.
Manager FSDNCR Corporation India Pvt. Ltd. (2008) in his article, “ATMs: Changing
Fundamentals” stressed that he Indian ATM industry has seen explosive growth in recent times
and Banks have committed to substantial capital outlays on ATM deployment, recognizing the
significance of the 3 Ms – Maintenance, Monitoring and Management – of the ATMs to make
the self-service channel a reliable and profitable one.
Davies, Moutinho and Curry (1996) examine the factors that influence customers’
satisfaction about ATM service quality. These factors include costs involved in the use of
ATM, and efficient functioning of ATM.
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Joseph and Stone (2003), through focus group study in the United States, found that easy
access to location, user-friendly ATM and security, are important factors that influence
majority of bank customers’ perception of ATM service quality.
Shamsdouha, Chowdhury and Ahsan (2005) found that 24 hours service, accuracy, and
convenient locations are the main predictors of customer satisfaction. The study also indicates
lack of privacy in executing the transaction, fear of safety and complexity of the machine as
the major cause of concern for the customers.
Moutinho (1992) examines the relationship between the dimension of usage rate and
performance expectation with customers’ prolonged satisfaction with ATM services. The
results indicate that usage rate has a negative association with customers’ perceived prolonged
satisfaction whereas performance expectations are found to have positive and significant
effects on customers’ prolonged satisfaction.
Howcroft (1991) notes that dissatisfaction among customers is associated with frequent
Interruption and breakdown of ATM. Intense competition and technology-based new services
are shaping customers’ loyalty. These have resulted into switching of banks by customers based
on competitive services.
Michael (2001) found that location of ATMs, increasing number of ATMs, and diversified
service offering are associated with switching of banks. ATM is one type of innovation that
can mechanically accept deposits, issue withdrawals, transfer funds between accounts, and
collect bills. It has highlighted the relationship between banks and their depositors, as well as
the level of quality of banking services.
Joseph and Stone (2003) conducted a research and find out that secure and convenient
location, adequate number of ATM, user-friendly system and functionality of ATM play
important role in customer satisfaction.
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CHAPTER 3
THEORETICAL FRAMEWORK
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AUTOMATED TELLER MACHINE
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 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 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-strip card and
personal identification number issued by the financial institution.
The Indian ATM industry has seen explosive growth in recent times. ATMs
represent the single largest investment in the electronic channel services for the Banks. In India,
HSBC set the trend and set up the first ATM machine here in 1987. Since then, they have
become a common sight in many of our metros. Automated Teller Machines (ATMs) have
gained prominence as a delivery channel for banking transactions in India. Banks have been
deploying ATMs to increase their reach. While ATMs facilitate a variety of banking
transactions for customers, their main utility has been for cash withdrawal and balance enquiry.
Clearly, industry watchers forecast a bright future for ATMs in India. While the ATM is a great
service for customers, for the banks it means immense savings on the cost of operations.
The State Bank of India (SBI) is the oldest and largest bank in the
country. Its origins go back to the first decade of the 19th century, when the Bank of Calcutta
was established on 2 June 1806. The bank got its present name after an Act of Parliament in
May 1955 and the State Bank of India was constituted on 1 July 1955.
Today, SBI has a phenomenal 9,559 branches and its ATM network is
spread across 6,473 of its own locations& total 8,000ATMs including of those of its associate
banks.
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USES OF ATMS
Cash Withdrawal
The most popular service on our ATMs enables customers to withdraw up to a daily limit
of Rs. 40,000/- (limit on Classic Debit Card. Higher value cards permit daily withdrawal
limits of up to Rs .1 lakh per day)
Fast Cash
This service which enables you to withdraw your preferred amounts with just
a touch. The options in the denomination of 100, 200, 500, 1000, 2000, 3000, 5000, 10,000
are available.
Pin change
Use this service to change your password at regular intervals.
Balance Enquiry
Use this service to check the current available balance in your account. This
service is also available on the main option screen after swiping your card. You can also
‘Go Green' by selecting the view option as the balance is displayed on the screen else get a
transaction receipt by selecting print.
Ministatement
Keep track of the transactions in your account by availing this service.

Mini-statement gives you an insight into the last 10 transactions in your account.
Card to Card Transfer
Send cash in a flash from one SBI Debit Card to the other. Using this free
and easy service, you can transfer up to Rs.40,000/- per day instantly to your loved ones.
There is no limit on number of transactions. The limit of Rs.40,000/- per day will be
common across the C2C and Card to Account facility. All you need is your SBI debit card,
your pin and the beneficiary's debit card number.
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Credit Card Payment (Visa)
Use this service to pay the bill of any Visa credit card. Credit Card Payment
Make a paperless payment of your SBI credit card bill.
SBI Life Premium Payment
Pay your SBI Life insurance premium payment using any of our ATMs.
Mobile Top-up
Talk non-stop and recharge your mobile prepaid connection from any of our
43000+ ATMs. A popular service amongst customers, it ensures you never run out
of time to catch up with your dear ones over the mobile network.
Cheque Book Request Order
Your cheque book without visiting the branch or filling in any transaction slips.
Remember to update your registered address in the branch as the cheque book will be
delivered at the address registered in the branch.
Trust Donation
Make a donation to your favourite charity. For example,

(a)Vaishno Devi (b) Shirdi Saibaba (c) Gurudwara Takht Saheb, Nanded (d) Tirupati
(e) Sri Jagannath Temple, Puri (f) Palani, Tamil Nadu (g) Kanchi Kamakoti Petam,
Tamil Nadu (h) Ramakrishna Mission, Kolkata (i) Mantralaya, Andhra Pradesh (j)
Kashi Vishwanath, Banaras (k) Tulja Bhavani, Mumbai (l) Mahalakshmi, Mumbai and
many more.
Bill payment
Use our ATMs to pay your utility bills viz.

Bangalore/Hubli/Chamundeshwari Electricity Supply Company, Karnataka and
Chattisgarh State Electricity Board.
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Mobile Banking Registration
Register/Deregister your mobile banking application using our ATMs.
Inter-mobile Mobile Payment System
You can register for the IMPS service at all our ATMs. This service allows
you to transfer money to any other person with a registered IMPS number instantly.
12 Golden Rules to keep ATM transactions safe and secure
1. Please sign on the reverse of the card immediately on receipt.
2. Change your ATM PIN regularly.
3. Never keep the PIN with the debit card or write on it. Always memorize it.
4. Do not provide the ATM card and PIN details to anyone, including Bank/IBA/RBI/Govt.
agency/family/friends, etc. Bank or any other institution will never ask for this information.
5. Do not let strangers come in to the ATM room or take their help to complete the transactions.
6. Hide the keypad while keying in your PIN at ATM/POS terminals.
7. Do not throw your transaction slip in the ATM room as it contains your account information.
8. Always wait till the ATM returns to the idle mode and the green light is blinking.
9. Insist on swiping your card in your presence in hotels/shops/malls, etc.
10. Never swipe your card at POS machines kept at unknown temporary stalls.
11. Block and destroy your old card, when you get a new one. Register your mobile number at
the Branch to get SMS alerts for all transactions
12. Hotlist your card immediately on losing it by calling 1800 425 3800 or 1800 11 22 11.
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Advantages of Automated Teller Machine
• ATM provides 24 hours service.
• ATM gives convenience to the bank’s customers.
• ATM reduces the workload of bank’s staff.
• ATM provides service without any error.
• ATM is very beneficial for travellers as they don’t have to carry large amount of cash.
• ATM may give the consumers new currency notes and not soiled notes. • It reduces the hustle
and bustle which is involved in a transaction when done through teller.
• ATM provides privacy while conducting banking transactions.
• The bank customers expect high reliability in their ATM’s which provide incentive to the
bank to minimise machine and network failures.
• There is no need of filling forms because ATM requires no such document. IRACST –
International Journal of Commerce, Business and Management (IJCBM), Vol. 4 No. 6,
• The customer is able to access the bank from any part of the world and can conduct essential
banking services like deposits, withdrawals, transfer of funds, etc.
• A lot of expansion of services can happen with an ATM to any corner of the world by
providing electronic access to its customers.
• ATM’s help in reducing the cost of operation as it reduces human intervention and increases
profitability of banks.
• The financial consequences which would arise of an incorrect machine also provides incentive
to the bank to minimise malfunctions.
• Some ATM’s print each transaction to a roll paper journal which is stored in the ATM. This
allows the users and the related banking institution to settle things based on records if any
dispute arises.
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• For customer security the lobbies have extensive security camera coverage, a courtesy
telephone for consulting with the bank staff and a security guard on the premises.
• Openings on the customer-side of ATMs are often covered by mechanical shutters to prevent
tampering with the mechanisms when they are not in use.
• Alarm sensors are placed inside the ATM and in ATM servicing areas to alert their operators
when doors have been opened by unauthorised person.
Types of ATM’s
There are 2 types of ATM’s
1. By Nature:
A. Bank ATM’s, - The ATM’s which are owned, installed and managed by banks.
B. Brown Label ATM’s - They are outsourced to a company who installs, manages
and look after the ATM’s. These have a logo of the bank that ensures it is installed by the bank.
These are mostly used by private sector banks.
C. White Label ATM’s - These are similar to Brown Label ATM’s except they don’t
have any logo of the bank.
2. By Location:
A. Onsite ATM’s, - These ATM’s are seen in the bank or its branch building.
B. Offsite ATM’s - These ATM’s are in separate building but in the area where the
bank or its branch is.
C. Stand Alone ATM’s - These are similar to Offsite ATM’s except they are nowhere
in the bank or its branch area. It is mainly found in malls and stations, etc.
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Disadvantages of Automated Teller Machine
• ATM Card cloning fraud
• Fake ATM’s
• Attack on ATM’s
• PIN crack
• If ATM networks do go out of service, customers could be left without the ability to make
transactions until the beginning of their bank's next time of opening hours.
• The ATM machine doesn’t guarantee a 100% availability of cash. It may run low of funds
and the customers have to wait till the management takes care of it. • The cost levied to a
customer using an ATM can be higher.
• Robbers preyed on people using money machines in poorly lit or otherwise unsafe locations
and criminals also devised ways to steal customers’ PINs. IRACST – International Journal of
Commerce, Business and Management (IJCBM), Vol. 4 No. 6, 2015 819
• Consumers were faced with an increase in ATM crimes and scams. • ATM’s cannot be
provided in rural areas: In a country like India, where banks are having large number of rural
and non-computerized branches, ATM services become difficult to be provided.
• The presence of various constraints makes it more difficult to introduce ATM services in the
country side like illiteracy, security concern, etc.
• There is a limitation of cash withdrawals from ATM’s. Many banks do not permit withdrawal
of more than 25,000 at a time.
• The cash deposit facility is restricted and not safe as dropping of envelope in an ATM is not
advisable.
• There is strong possibility of misusing ATM card if misplaced, lost or stolen. There are
number of such reported incidences nowadays.
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HOW TO USE AN ATM
ATMs, which stand for "Automated Teller Machines," are an easy, convenient way to access
your bank account from almost anywhere. If you're new to ATMs,
1. Insert your debit card into the ATM. Try to use the same card as the ATM machine.
2. Select your language, if offered.
3. Enter your PIN when prompted.
4. Withdraw or deposit money, as needed.
5. Check your account balance or transfer money, as needed.
6. Follow the on-screen prompts to end your session.
7. Remember to remove your card and money.
HOW ATM MACHINE WORKS
Process for withdraw cash
I. After the customer ATM card is approved the screen shows liar of operation.
2. After amount of withdraw is entered the ATM opens one of four boxes by activating a door
that rolls up to expose the face of a bill
3. At same time a suction device pulls the correct number of bill.
4. The bills are parsed on rollers and moved to holding area until they are dispensed.
5. If the wrong number of bill is pulled or the bill is damaged the ATM machine. Drop that bill
into reject box and repeat the process.
6. The bills are dispensed.
7. A receipt is printed and transaction A recorded.
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FUNCTIONS OF ATM MACHINE
• Deposit currency recognition, acceptance, and recycling
• Paying routine bills, fees, and taxes (utilities, phone bills, social security, legal fees, taxes,
etc.)
• Printing bank statements
• Updating pass books
• Loading monetary value into stored value cards
• Purchasing - Postage stamps - Lottery tickets - Train ticket - Concert tickets – Movie
Tickets - Shopping mall gift certificates
• Games and promotional features
Do’s
1. Insert ATM Card into the card slot of ATM Machine with Visa Logo positioned upwards to
the thumb.
2. Collect cash immediately from the cash slot when cash is presented.
3. Remember to take the card from the slot when the card is ejected out.
4. Deposit cash in the ATM using envelopes received from the ATM and deposit the envelope
with cash inside in the slot provided for.
5. Read instructions given on the envelope before using it.
6. It is advisable to change PIN at the first instance itself for enhanced security.
7. Sign on the Card immediately on receipt to avoid misuse of unsigned cards.
8. Contact Branch Manager or ATM support or Call Centre if any assistance is required.
9. Report immediately to Call Centre or ATM support or Branch if card is lost.
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Don’ts
1. Do not keep PIN and Card together.

2. Do not reveal your PIN to anyone else.
3. Do not write your PIN on the backside of the card.
4. Do not reveal your PIN through SMS / Email etc.
5. Do not use ATM card for Internet transaction.
6. Do not dispose statements, charge slips and bank mails without destroying.
7. Do not put more than 40 currency notes in a single deposit envelope for cash deposits in ATM.
8. Do not insert pins, clips, coins etc in the envelope.
9. Do not allow the card to be taken out of your sight in a merchant location.
10. Do not allow yourself to be distracted in any way while using the ATM.
11. Do not litter the Cabin.
12. Do not wear Helmet when you are entering in to the ATM cabin.
Cautionary measures
1. Avoid taking ‘Help' extended for carrying out ATM operations.

2. Be cautious on anything strange and suspicious about ATM machine or the premises like signs
of tampering or attachment or additional fixtures etc.
3. Verify the statement of accounts periodically.
4. Exercise caution on unsolicited calls / e-mails relating to the ATM card.
For assistance, contact ATM monitoring cell.
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DEMONETIZATION
Prime Minister of India Narendra Modi announced the demonetization

in an unscheduled live televised address at 20:00 Indian Standard Time (1ST) on 8 November.
[71[811n the announcement, Modi declared that use of all X500 and X1000 banknotes of the
Mahatma Gandhi Series would be invalid past midnight, and announced the issuance of new
X500 and 2000 banknotes of the Mahatma Gandhi New Series in exchange for the old
banknotes.
Demonetization is a generations' memorable experience and is going to be one of the

economic events of our time. Its impact is felt by every Indian citizen. Demonetization affects
the economy through the liquidity side. Its effect will be a telling one because nearly 86% of
currency value in circulation was withdrawn without replacing bulk oft. As a result of the
withdrawal of As 500 and Rs 1000 notes, there occurred huge gap in the currency composition
as after Rs 100; Rs 2000 is the only denomination.
Absence of intermediate denominations like Rs 500 and Rs 1000 will reduce the utility of
Rs 2000. Effectively, this will make Rs 2000 less useful as a transaction currency though
it can be a store value denomination.
Demonetization technically is a liquidity shock; a sudden stop in terms of currency availability.

It creates a situation where lack of currencies jams consumption, investment production,
employment etc. In this context, the exercise may produce following shoo term/long term/,
consumption/investment, welfare/growth impacts on Indian economy The intensity of
demonetization effects clearly depends upon the duration of the liquidity shocks.
The BSE SENSEX and NIFTY 50 stock indices fell over 6 percent on the day after
the announcement.1911n the days following the demonetization, the country faced severe cash
shortages with severe detrimental room effects across the economy. People seeking to
exchange their bank notes had to stand in lengthy queues, and several deaths were linked due
to the rush to exchange cash.
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CHAPTER 4
DATA ANALYSIS AND

INTERPRETATION
22
The success of a bank depends upon the frequency of transaction done by the
customers. The frequency of transaction done by the customers depends upon the services
provided by the bank. ATM facility is one of the important facility provided by the bank. People
will use the services which are aware to them. So it is very important to analyse the knowledge
level of customers on ATM and its utilities. The use of ATM will differ from people to people
.so many factors influence the customers, most important are age, gender, education,
occupation, monthly income and status of usage etc. Not only these factors are analysed ,but
also their awareness level on ATM utilities, usage level of ATM, satisfaction level of ATM
,problems of ATM and compare the affect of ATM services before and after demonetization
are also analysed.
So, in this chapter, the analysis is presented in six parts.
1. Demographic profile of selected respondents.
2 .Awareness level on different utilities of ATM
3. Usage of common services of ATM.
4. Usage of rare services of ATM.
5 .customer’s satisfaction with ATM services.
6. Problems while using ATM services.
7. Customer perception about ATM services before and after demonetization.
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4.1 AGE WISE DISTRIBUTION OF RESPONDENTS
Table 4.1 presents the age wise distribution of the study.
TABLE 4.1
AGE
Category No. of respondents Per cent

15-30 22 44
30-45 14 28
45-60 12 24
Above 60 2 4
Total 50 100
Source: primary data
FIGURE 4.1
(4 percent)
(24 percent)
(44 per cent)

44
(28 per cent)
Source: Table 4.1
Majority of the respondents (44 per cent) selected for the study comprised for 15-30 age group.
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4.2 GENDER PROFILE
Table 4.2 shows that gender profile of the selected respondents.
TABLE 4.2

Male 27 54
Female 23 46
Total 50 100
FIGURE 4.2
Female Male
46 (per cent) 54 (per cent)
Source: Table 4.2
Table 4.2 shows that majority of the respondents are male (54 per cent).
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4.3 EDUCATION
Table 4.3 present the education wise distribution of the selected respondents.
TABLE 4.3
EDUCATION

Illiterate 7 14
High school 17 34
Graduate 21 42
Post graduate 5 10
Total 50 100
FIGURE 4.3
42 (per cent)
34 (per cent)
No. of respondents
14 (per cent)
10 (per cent)
Source: Table 4.3
Table 4.3 gives that majority of the respondents are graduate (42 per cent). So, Literacy of
respondents for the evaluation on customers for ATM services is an important factor in
determining customer satisfaction.
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4.4 OCCUPATION
Table 4.4 present the occupation wise distribution of the selected respondents
TABLE 4.4
OCCUPATION
Govt.employees 5 10
Private employee 11 22
Business 4 8
Self-employee 3 6
Student 16 32
House wife 4 8
Others 7 14
Total 50 100
FIGURE 4.4
32 (per cent)
No. of respondents
22 (per cent)
14 (per cent)
10 (per cent)
18 (per cent) 8 (per cent)
6 (per cent)
Source: Table 4.4
The occupation and work of customers is also an important feature which influences customer
satisfaction for ATM services. Table 4.4 shows that majority of the selected respondents are
students (32 per cent) and least percentage of the respondents are self-employee.
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4.5 MONTHLY INCOME
Table 4.5 present the monthly income of the selected respondents.
TABLE 4.5
MONTHLY INCOME

Below 5000 21 42
5001 - 10000 6 12
10001 - 30000 18 36
30001 - 50000 2 4
Above 50000 3 6
Total 50 100
FIGURE 4.5
42 (per cent)
36 (per cent)
No. of respondents
12 (per cent)
6 (per cent)
4 (per cent)
Source: Table 4.5
Table 4.5 shows the majority of the selected respondents are having a monthly income of below
5000 (42 per cent).
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4.6 STATUS OF USAGE
Table 4.6 present the status of usage on ATM services of selected respondents.
TABLE 4.6
STATUS OF USAGE
Less than 1 year 8 16
1-5 years 31 62
5-15 years 11 22
Total 50 100
FIGURE 4.6
STATUS OF USAGE
1. Less than one year
2. 1-5 years
3.5-15 years
3 (22 per cent) 1 (16 per cent)
2 (per cent)
Source: Table 4.6
29
The staus of usage of ATM services are also considered for the analysis. From the above Table
we can understand that majority of the respondent are using this services for 1-5 years (62 per
cent).
4.7 FACTORS MADE THEM TO OPT FOR ATM SERVICES
Table 4.7 shows the different factors made the respondents to opt for the ATM services.
TABLE 4.7
FACTORS MADE THEM TO OPT FOR ATM SERVICES
Services 29 58.0
Security 15 30.0
Locality 6 12.0
Total 50 100.0
FIGURE 4.7
FACTORS MADE THEM TO OPT FOR ATM SERVICES
Locality
(12 per cent)
Security Services
(30 per cent) (58 per cent)
Source: Table 4.7
30
The main factors that are responsible for the adoption of ATM service are broadly classified
into three category. The table 4.7 shows that majority of the respondents are influenced by the
services of ATMs (58 per cent).
4.8 AWARENESS OF THE ATM SERVICES
ATM Facility is one of the important service provided by the bank. People will use the services
which are aware to them. So it is very important to analyse the knowledge level of customers
on ATM and its utilities. The use of ATM will differ from people to people. So many factors
influence the customers, most important are gender, education, and occupation. The sample
respondents were asked to give a score of 1 representing complete knowledge, to 5 represent
not heard. The fifteen variables listed above over three dependent variables, gender, education
and occupation are analysed with MANOVA.
To explain the possible variation in the mean scores of these fifteen variables across
the three independent variables under study, a MANOVA has been used. Here the fifteen
variables are taken together, believing that the variables are more meaningful if taken together
than were consider separately.
MANOVA is used here to consider the following hypothesis:
H0: There is no significant variation in the mean scores of set of the variables describing the
level of awareness of using ATM services based on gender, education and occupation.
H1: There is a significant variation in the mean scores of set of the variables describing the
level of awareness of using ATM services based on gender, education and occupation.
31
TABLE 4.8.1
Multivariate Testsc
Hypothesis Error
Effect Value F Sig.
df df
Pillai's Trace 1.505 5.271 30 52 <0.01*
Wilks' Lambda 0.003 29.004a 30 50 <0.01*
Gender Hotelling's Trace 165.605 132.484 30 48 <0.01*
Roy's Largest
164.56 285.237b 15 26 <0.01*
Root
Pillai's Trace 2.143 4.501 45 81 <0.01*
Wilks' Lambda 0.017 4.902 45 75.049 <0.01*
Education Hotelling's Trace 10.248 5.39 45 71 <0.01*
Roy's Largest
6.705 12.069b 15 27 <0.01*
Root
Pillai's Trace 2.124 1.096 90 180 0.3
147.20
Wilks' Lambda 0.042 1.24 90 0.124
3
Occupation
Hotelling's Trace 5.64 1.462 90 140 0.022
Roy's Largest
3.531 7.061b 15 30 <0.01*
Root
Source: primary data *Significant at 5% level of significance
32
TABLE 4.8.2 Tests of Between-Subjects Effects
Type i sum of Mean

Source Dependent variable Df F Sig.
squares square
Cash withdrawal 135.076 2 67.538 162.752 <0.01*
Balance enquiry 152.114 2 76.057 126.422 <0.01*
Pin change facility 328.892 2 164.446 237.743 <0.01*
Transfer of funds 462.767 2 231.383 259.997 <0.01*
Mini statement 519.67 2 259.835 212.27 <0.01*
Chequebook request 532.095 2 266.048 241.039 <0.01*
Fast cash 343.264 2 171.632 105.77 <0.01*
Gender Card to card payment 701.377 2 350.688 510.265 <0.01*
Credit card payment 553.433 2 276.717 201.748 <0.01*
Trust donation 891.174 2 445.587 746.403 <0.01*
Mobile banking registration 598.781 2 299.39 361.916 <0.01*
SBI life premium 585.261 2 292.63 278.75 <0.01*
Bill payment 534.298 2 267.149 262.912 <0.01*
Inter mobile to mobile payment 737.42 2 368.71 386.787 <0.01*
Pin generation 724.525 2 362.262 319.114 <0.01*
Cash withdrawal 48.156 3 16.052 38.682 <0.01*
Balance enquiry 64.718 3 21.573 35.858 <0.01*
Pin change facility 79.034 3 26.345 38.087 <0.01*
Transfer of funds 62.749 3 20.916 23.503 <0.01*
Mini statement 43.283 3 14.428 11.787 <0.01*
Chequebook request 38.178 3 12.726 11.53 <0.01*
Fast cash 39.283 3 13.094 8.069 <0.01*
Education Card to card payment 24.821 3 8.274 12.038 <0.01*
Credit card payment 27.689 3 9.23 6.729 <0.01*
Trust donation 8.234 3 2.745 4.598 <0.01*
Mobile banking registration 57.246 3 19.082 23.067 <0.01*
SBI life premium 50.141 3 16.714 15.921 <0.01*
Bill payment 45.285 3 15.095 14.856 <0.01*
Inter mobile to mobile payment 31.336 3 10.445 10.958 <0.01*
Pin generation 35.96 3 11.987 10.559 <0.01*
Cash withdrawal 4.584 6 0.764 1.841 0.116
Balance enquiry 8.705 6 1.451 2.412 0.044
Pin change facility 11.097 6 1.85 2.674 0.029
Transfer of funds 9.776 6 1.629 1.831 0.118
Mini statement 10.308 6 1.718 1.404 0.238
Chequebook request 9.681 6 1.613 1.462 0.217
Fast cash 9.168 6 1.528 0.942 0.477
Occupation Card to card payment 11.999 6 2 2.91 0.019
Credit card payment 7.386 6 1.231 0.897 0.506
Trust donation 4.31 6 0.718 1.203 0.325
Mobile banking registration 2.711 6 0.452 0.546 0.77
SBI life premium 14.656 6 2.443 2.327 0.051
Bill payment 5.788 6 0.965 0.949 0.472
Inter mobile to mobile payment 10.066 6 1.678 1.76 0.133
Pin generation 3.242 6 0.54 0.476 0.822
Cash withdrawal 16.184 39 0.415
Error Balance enquiry 23.463 39 0.602
Pin change facility 26.976 39 0.692
33
Transfer of funds 34.708 39 0.89
Mini statement 47.739 39 1.224
Chequebook request 43.046 39 1.104
Fast cash 63.285 39 1.623
Card to card payment 26.803 39 0.687
Credit card payment 53.492 39 1.372
Trust donation 23.282 39 0.597
Mobile banking registration 32.262 39 0.827
SBI life premium 40.942 39 1.05
Bill payment 39.629 39 1.016
Inter mobile to mobile payment 37.177 39 0.953
Pin generation 44.273 39 1.135
Cash withdrawal 204 50
Balance enquiry 249 50
Pin change facility 446 50
Transfer of funds 570 50
Mini statement 621 50
Chequebook request 623 50
Fast cash 455 50
Total Card to card payment 765 50
Credit card payment 642 50
Trust donation 927 50
Mobile banking registration 691 50
SBI life premium 691 50
Bill payment 625 50
Inter mobile to mobile payment 816 50
Pin generation 808 50
TABLE 4.8.3 Grand Mean

95% confidence interval
Dependent variable Mean Std. Error
Lower Bound Upper Bound
Cash withdrawal 1.847 0.134 1.577 2.118
Balance enquiry 1.942 0.161 1.616 2.268
Pin change facility 2.869 0.173 2.52 3.218
Transfer of funds 3.097 0.196 2.7 3.493
Mini statement 3.334 0.23 2.869 3.798
Chequebook request 3.487 0.218 3.045 3.928
Fast cash 2.906 0.265 2.371 3.441
Card to card payment 3.674 0.172 3.326 4.022
Credit card payment 3.533 0.243 3.041 4.025
Trust donation 4.136 0.16 3.812 4.461
Mobile banking registration 3.293 0.189 2.911 3.675
SBI life premium 3.262 0.213 2.832 3.693
Bill payment 3.294 0.209 2.87 3.717
Inter mobile to mobile payment 3.832 0.203 3.422 4.242
Pin generation 3.753 0.221 3.306 4.201
34
TABLE 4.8.4 GENDER
Std.
Dependent variable Gender Mean Lower Upper
Error
bound Bound
Male 1.771 0.156 1.455 2.088
Cash withdrawal
Female 1.923 0.187 1.545 2.301
Male 1.887 0.188 1.506 2.267
Balance enquiry
Female 1.997 0.225 1.542 2.452
Male 2.777 0.202 2.369 3.185
Pin change facility
Female 2.961 0.241 2.473 3.449
Male 3.079 0.229 2.616 3.543
Transfer of funds
Female 3.114 0.274 2.56 3.667
Male 2.98 0.269 2.437 3.523
Mini statement
Female 3.687 0.321 3.038 4.336
Male 3.542 0.255 3.026 4.058
Chequebook request
Female 3.431 0.305 2.815 4.048
Male 2.647 0.309 2.022 3.273
Fast cash
Female 3.165 0.37 2.417 3.912
Male 3.627 0.201 3.22 4.034
Card to card payment
Female 3.721 0.241 3.234 4.207
Male 3.567 0.284 2.992 4.142
Credit card payment
Female 3.499 0.34 2.811 4.186
Male 4.202 0.188 3.823 4.582
Trust donation
Female 4.07 0.224 3.617 4.524
Male 3.293 0.221 2.846 3.739
Mobile banking registration
Female 3.294 0.264 2.76 3.827
Male 3.225 0.249 2.722 3.728
SBI life premium
Female 3.3 0.297 2.699 3.901
Male 3.038 0.245 2.544 3.533
Bill payment
Female 3.549 0.292 2.957 4.14
Inter mobile to mobile Male 3.939 0.237 3.459 4.418
payment Female 3.725 0.283 3.152 4.298
Male 3.299 0.259 2.776 3.822
Pin generation
Female 4.208 0.309 3.583 4.833
35
TABLE 4.8.5 EDUCATION
Std.
Dependent variable Education Mean Lower Upper
Error
bound bound
Illiterate 3.553 0.309 2.928 4.179
High school 1.632 0.167 1.295 1.969
Cash withdrawal Graduate 0.899 0.203 0.487 1.31
Post
1.304 0.447 0.4 2.208
graduate
Illiterate 3.814 0.372 3.061 4.567
High school 1.839 0.201 1.434 2.245
Balance enquiry Graduate 0.76 0.245 0.264 1.255
Post
1.355 0.538 0.266 2.443
graduate
Illiterate 4.355 0.399 3.548 5.162
High school 3.438 0.215 3.003 3.873
Pin change facility Graduate 1.506 0.263 0.975 2.037
Post
2.177 0.577 1.009 3.344
graduate
Illiterate 4.454 0.453 3.538 5.37
High school 3.725 0.244 3.231 4.218
Transfer of funds Graduate 2.018 0.298 1.416 2.621
Post
2.189 0.655 0.865 3.513
graduate
Illiterate 4.805 0.531 3.731 5.879
High school 3.743 0.286 3.165 4.322
Mini statement Graduate 3.145 0.349 2.439 3.852
Post
1.64 0.768 0.087 3.193
graduate
Illiterate 4.671 0.504 3.651 5.691
High school 3.537 0.272 2.987 4.086
Chequebook request Graduate 2.669 0.332 1.998 3.34
Post
3.069 0.729 1.594 4.544
graduate
Illiterate 4.512 0.611 3.275 5.748
High school 2.679 0.329 2.013 3.345
Fast cash Graduate 2.55 0.402 1.736 3.363
Post
1.883 0.884 0.095 3.672
graduate
Illiterate 4.446 0.398 3.641 5.251
High school 3.753 0.214 3.32 4.187
Graduate 3.256 0.262 2.727 3.786
Post
3.24 0.575 2.077 4.404
graduate
Illiterate 4.329 0.562 3.192 5.466
Credit card payment
High school 3.445 0.303 2.833 4.058
36
Graduate 2.474 0.37 1.726 3.222
Post
3.882 0.813 2.238 5.526
graduate
Illiterate 4.998 0.371 4.247 5.748
High school 4.433 0.2 4.029 4.837
Trust donation Graduate 4.416 0.244 3.922 4.909
Post
2.699 0.536 1.615 3.784
graduate
Illiterate 4.777 0.437 3.894 5.66
High school 4.249 0.235 3.773 4.725

Graduate 2.956 0.287 2.375 3.537
Post
1.191 0.631 -0.086 2.467
graduate
Illiterate 4.58 0.492 3.585 5.574
High school 3.67 0.265 3.134 4.205
SBI life premium Graduate 2.541 0.324 1.887 3.196
Post
2.259 0.711 0.821 3.697
graduate
Illiterate 4.636 0.484 3.657 5.615
High school 3.49 0.261 2.963 4.018
Bill payment Graduate 2.817 0.318 2.173 3.461
Post
2.232 0.7 0.817 3.647
graduate
Illiterate 4.63 0.469 3.682 5.578
High school 3.886 0.252 3.375 4.396
Inter mobile to mobile
Graduate 3.588 0.308 2.964 4.211
payment
Post
3.224 0.678 1.853 4.594
graduate
Illiterate 4.815 0.511 3.78 5.849
High school 4.593 0.275 4.036 5.15
Pin generation
Graduate 3.62 0.336 2.94 4.301
Post graduate 1.986 0.739 0.49 3.481
37
TABLE 4.8.6 OCCUPATION
Std.
Dependent variable Occupation Mean Lower Upper
Error
bound bound
Govt.employees 1.523 0.406 0.701 2.345
Private
1.851 0.212 1.422 2.279
employee
Business 1.724 0.378 0.96 2.488
Cash withdrawal
Self-employee 1.24 0.417 0.396 2.085
Student 1.97 0.249 1.467 2.473
House wife 1.939 0.38 1.17 2.708
Others 2.683 0.292 2.092 3.274
Govt.employees 1.524 0.489 0.534 2.513
Private
2.009 0.255 1.492 2.525
employee
Business 1.428 0.455 0.508 2.348
Balance enquiry
Self-employee 1.121 0.503 0.104 2.138
Student 2.146 0.299 1.541 2.752
House wife 2.357 0.458 1.431 3.283
Others 3.009 0.352 2.298 3.721
Govt.employees 1.495 0.525 0.434 2.557
Private
2.757 0.274 2.203 3.31
employee
Business 3.006 0.488 2.019 3.992
Pin change facility
Self-employee 2.795 0.539 1.705 3.885
Student 2.591 0.321 1.942 3.241
House wife 3.788 0.491 2.795 4.781
Others 3.651 0.377 2.888 4.414
Govt.employees 1.611 0.595 0.407 2.814
Private
3.146 0.31 2.518 3.774
employee
Business 3.566 0.553 2.447 4.684
Transfer of funds
Self-employee 2.378 0.611 1.141 3.614
Student 3.314 0.364 2.578 4.051
House wife 3.884 0.557 2.758 5.011
Others 3.778 0.428 2.913 4.643
Govt.employees 3.285 0.698 1.873 4.697
Private
3.388 0.364 2.651 4.124
employee
Mini statement Business 3.843 0.649 2.531 5.155
Self-employee 3.042 0.717 1.591 4.492
Student 2.443 0.427 1.579 3.307
House wife 3.685 0.653 2.364 5.006
Others 3.649 0.502 2.634 4.664
Govt.employees 1.891 0.663 0.55 3.232
Chequebook request Private
3.359 0.346 2.66 4.058
employee
38
Business 3.611 0.616 2.365 4.857
Self-employee 3.598 0.681 2.221 4.975
Student 3.425 0.406 2.605 4.246
House wife 4.406 0.62 3.151 5.66
Others 4.116 0.476 3.153 5.079
Govt.employees 2.019 0.804 0.393 3.644
Private
2.814 0.419 1.966 3.662
employee
Business 3.768 0.747 2.257 5.279
Fast cash
Self-employee 3.98 0.825 2.31 5.649
Student 2.423 0.492 1.428 3.417
House wife 2.315 0.752 0.795 3.836
Others 3.023 0.578 1.855 4.192
Govt.employees 1.959 0.523 0.901 3.017
Private
3.472 0.273 2.92 4.024
employee
Business 3.342 0.486 2.359 4.325
Self-employee 3.936 0.537 2.85 5.023
Student 4.432 0.32 3.784 5.079
House wife 4.246 0.489 3.257 5.236
Others 4.33 0.376 3.57 5.091
Govt.employees 2.317 0.739 0.823 3.812
Private
3.88 0.385 3.101 4.66
employee
Business 3.546 0.687 2.157 4.935
Credit card payment
Self-employee 3.076 0.759 1.541 4.611
Student 3.639 0.452 2.725 4.554
House wife 3.85 0.691 2.452 5.248
Others 4.421 0.531 3.347 5.495
Govt.employees 5.051 0.487 4.065 6.037
Private
3.785 0.254 3.27 4.299
employee
Business 3.892 0.453 2.975 4.808
Trust donation
Self-employee 4.348 0.501 3.335 5.361
Student 3.742 0.298 3.139 4.346
House wife 3.782 0.456 2.86 4.705
Others 4.355 0.35 3.646 5.064
Govt.employees 3.291 0.574 2.13 4.452
Private
3.349 0.299 2.744 3.955
employee
Business 2.868 0.533 1.789 3.947
Self-employee 3.044 0.589 1.852 4.237
Student 3.095 0.351 2.384 3.805
House wife 3.763 0.537 2.678 4.849
Others 3.642 0.412 2.808 4.476
Govt.employees 1.744 0.646 0.436 3.051
Private
3.154 0.337 2.472 3.837
employee
SBI life premium Business 2.913 0.601 1.697 4.128
Self-employee 3.272 0.664 1.929 4.615
Student 4.245 0.396 3.445 5.045
House wife 3.401 0.605 2.178 4.624
39
Others 4.107 0.465 3.168 5.047
Govt.employees 1.963 0.636 0.677 3.25
Private
3.222 0.332 2.551 3.893
employee
Bill payment Business 3.477 0.591 2.281 4.672
Self-employee 3.222 0.653 1.9 4.543
Student 3.443 0.389 2.655 4.23
House wife 3.803 0.595 2.6 5.007
Others 3.926 0.457 3.001 4.85
Govt.employees 2.012 0.616 0.766 3.258
Private
3.674 0.321 3.024 4.324
employee
Inter mobile to mobile Business 3.914 0.572 2.756 5.072
payment Self-employee 4.577 0.633 3.298 5.857
Student 4.103 0.377 3.341 4.866
House wife 4.026 0.576 2.861 5.192
Others 4.518 0.443 3.622 5.413
Govt.employees 4.119 0.672 2.759 5.479
Private
3.726 0.351 3.017 4.436
employee
Business 4.108 0.625 2.845 5.372
Pin generation
Self-employee 3.979 0.69 2.582 5.375
Student 3.218 0.411 2.386 4.05
House wife 3.185 0.629 1.913 4.457
Others 3.939 0.483 2.962 4.916
The estimated marginal means and MANOVA Table 4.8.2 indicate that the mean scores of the
fifteen variable of awareness of the ATM services vary over the three factors such as gender,
education and occupation. The awareness level on ATM services among the selected
customers based on gender shows that male customers are having higher level of awareness
with respect to cash withdrawal, balance enquiry, pin change facility, transfer of funds, mini
statement, fast cash, card to card payment, mobile banking registration, SBI life premium, bill
payment and pin generation (as mean values are low
1.771,1.887,2.777,3.079,2.98.2.647,3.627,3.293,3.225 and 3.038 and 3.299) respectively and
female customers are found to have higher level of awareness as to cheque book request, credit
card payment, trust donation and inter mobile payment,( as the mean values are low
3.431,3.499,4.07 and 3.725 respectively). The mean scores variation of the responses of
selected customers about ATM awareness is statistically validated by applying MANOVA in
which the F value and its corresponding probability level are statistically significant at 5 per
cent level of significance.
40
The mean variation of the scores for level of awareness on ATM services among
respondents based on education categories, MANOVA is used and it is found that education
wise variation of the mean scores are statistically significant at 5 percent level of significance.
Table 4.8.2 reveals that there is significant difference as to the level of awareness among
respondents based on their education categories. The mean table shows that graduates are
highly aware about the different services of ATM, like cash withdrawal, balance enquiry, pin
change facility, transfer of funds, Cheque book request, Credit Card Payment(with low mean
value 0.899,0.76,1.506,2.018,2.669 and 2.474 respectively) wherein respondents with post
graduates are found to have higher awareness like mini statement, card to card payment, trust
donation, mobile banking registration, SBI life premium, bill payment, inter mobile to mobile
payment and pin generation.(with low mean value 1.64,3.24,2.699,1.191,2.259,2.232,3.224
and 1.986)
The mean variation of the scores for level of awareness on ATM services among
different occupation categories, MANOVA is used and it is found that education wise variation
of the mean scores are not statistically significant at 5 percent level of significance.
In addition to this the test of between subject effects as to gender and education have
independent statistical significance among respondents belonging 2 gender groups and 4
educational categories while that of no variables are found to be statistically significant based
on occupation of respondents.
4.9 USAGE OF COMMON SERVICES OF ATM

In this question the lower value indicates that high mean score and higher value indicates that lower
mean score.
4.9. A1 Two-Way Anova of cash withdrawal by age and occupation.
The variation of usage of cash withdrawal of ATM with regard to age and occupation of
respondents are analysed with Two-Way ANOVA and the output is presented in the Following
Tables.
41
TABLE 4.9.A1
Tests of Between-Subjects Effects
Source Type i sum of squares Df Mean square F Sig.

a
Model 479.312 10 47.931 69.244 <0.01*
Age 470.405 4 117.601 169.893 <0.01*
Occupation 8.907 6 1.484 2.145 .069
Error 27.688 40 .692
Total 507.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: CASH WITHDRAWAL
TABLE 4.9.B1
AGE

Age Mean Std. Error Lower bound Upper bound
15-30 2.505 .315 1.868 3.143
30-45 2.660 .271 2.112 3.207
45-60 3.519 .279 2.956 4.083
Above 60 3.401 .687 2.012 4.790
Source: primary data Dependent Variable: CASH WITHDRAWAL
TABLE 4.9.C1 Occupation

Occupation Mean Std. Error Lower Bound Upper Bound
Govt.employees 2.790 .439 1.903 3.676
Private employee 3.273 .306 2.654 3.892
Business 2.005 .485 1.025 2.986
Self-employee 2.169 .575 1.007 3.330
Student 3.641 .386 2.860 4.422
House wife 3.650 .471 2.698 4.602
Others 3.621 .324 2.966 4.275
Source: primary data *Significant at 5% level of significance Dependent Variable: CASH WITHDRAWAL
42
Table 4.9.A1, 4.9.B1, 4.9.C1 shows the usage level on cash withdrawal service among selected
respondents based on age and occupation. Two way Anova is used to test the mean variation of scores
for cash withdrawal service between different age group and their occupation. From the above tables,
it is found that age wise variations of the mean scores are statistically significant at 5 per cent level of
significance (F= 169.893, and df= 4with P= 0.000< 0.05) but occupation wise variations of the mean
scores are not statistically significant at 5 per cent level of significance (F=2.145, and df= 6with P=
0.069>0.05). Table 4.9.B1 clearly states that 15-30 age group have the lower mean score. It implies that
15-30 age group are highly uses the cash withdrawal facility.
4.9. A2 Two-Way Anova of balance enquiry by age and occupation.
The variation of usage of balance enquiry of ATM with regard to age and occupation of
Tables.
TABLE 4.9.A2
Source Type I Sum of Squares df Mean Square F Sig.

Model 584.128a 10 58.413 63.367 <0.01*
Age 565.950 4 141.488 153.489 <0.01*
Occupation 18.177 6 3.030 3.287 <0.01*
Error 36.872 40 .922
Total 621.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: BALANCE ENQUIRY
TABLE 4.9.B2
AGE

Age Mean Std. Error Lower bound Upper bound
15-30 2.865 .364 2.130 3.600
30-45 2.635 .312 2.003 3.267
45-60 3.862 .322 3.212 4.512
Above 60 3.726 .793 2.123 5.329
Source: primary data Dependent Variable: BALANCE ENQUIRY
TABLE 4.9.C2
43
OCCUPATION

Govt.employees 2.792 .506 1.769 3.815
Business 2.159 .560 1.027 3.291
Self-employee 2.077 .663 .736 3.417
Student 4.032 .446 3.131 4.933
House wife 4.080 .544 2.981 5.178
Others 4.546 .373 3.791 5.301
Source: primary data Dependent Variable: BALANCE ENQUIRY
Table 4.9.A2, 4.9.B2, 4.9.C2 shows the usage level on balance enquiry service among selected
for balance enquiry service between different age group and their occupation. From the above tables, it
is found that age and occupation wise variations of the mean scores are statistically significant at 5 per
cent level of significance (F= 153.489, 3.287 and df= 4, 6 with P= 0.000, .010< 0.05). Table 4.9.B2
clearly states that 30-45 age group have the lower mean score. It implies that 30-45 age group are highly
uses the balance enquiry service. Table 4.9.C2 clearly states that self-employees are having the lower
mean score. It implies that self-employees are highly uses the balance enquiry service.
4.9. A3 Two-Way Anova of pin change facility by age and occupation.
The variation of usage of pin change facility of ATM with regard to age and occupation of
Tables.
TABLE 4.9.A3 Tests of Between-Subjects Effects

Model 1050.671a 10 105.067 293.302 <0.01*
Age 1049.200 4 262.300 732.229 <0.01*
Occupation 1.471 6 .245 .684 .663
Error 14.329 40 .358
Total 1065.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: PIN CHANGE FACILITY
44
TABLE 4.9.B3 AGE
Age Mean Std. Error Lower Bound Upper Bound
15-30 4.592 .227 4.134 5.050
30-45 4.541 .195 4.148 4.935
45-60 4.597 .201 4.192 5.002
Above 60 4.563 .494 3.563 5.562
Source: primary data Dependent Variable: PIN CHANGE FACILITY
TABLE 4.9.C3
OCCUPATION
Govt.employees 4.421 .316 3.783 5.058
Business 4.728 .349 4.022 5.433
Self-employee 4.310 .413 3.474 5.145
Student 4.481 .278 3.919 5.043
House wife 4.519 .339 3.834 5.204
Others 5.011 .233 4.540 5.481
Source: primary data Dependent Variable: PIN CHANGE FACILITY
Table 4.9.A3, 4.9.B3, 4.9.C3 shows the usage level on pin change facility among selected
respondents based on age and occupation. Two way Anova is used to test the mean variation
of scores for pin change facility between different age group and their occupation. From the
above tables, it is found that age wise variations of the mean scores are statistically significant
at 5 per cent level of significance (F= 732.229, and df= 4with P= 0.000< 0.05) but occupation
wise variations of the mean scores are not statistically significant at 5 per cent level of
significance (F=.684, and df= 6with P= .663>0.05). Table 4.9.B3 clearly states that 30-45 age
group have the lower mean score. It implies that 30-45 age group are highly uses the pin change
facility.
4.9. A4 Two-Way Anova of fast cash service by age and occupation.
The variation of usage of fast cash service of ATM with regard to age and occupation of
Tables.
45
TABLE 4.9.A4

Model 766.882a 10 76.688 92.625 <0.01*
Age 758.165 4 189.541 228.931 <0.01*
Occupation 8.718 6 1.453 1.755 .133
Error 33.118 40 .828
Total 800.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: FAST CASH
TABLE 4.9.B4
AGE

15-30 3.808 .345 3.111 4.505
30-45 3.736 .296 3.138 4.335
45-60 4.094 .305 3.478 4.710
Above 60 3.822 .752 2.303 5.341
Source: primary data Dependent Variable: FAST CASH
TABLE 4.9.C4
OCCUPATION

Govt.employees 2.657 .480 1.688 3.627
Business 4.593 .531 3.520 5.665
Self-employee 4.104 .629 2.834 5.375
Student 4.182 .423 3.328 5.036
House wife 3.861 .515 2.820 4.902
Others 4.043 .354 3.328 4.758
Source: primary data Dependent Variable: FAST CASH
46
Table 4.9.A4, 4.9.B4, 4.9.C4 shows the usage level on fast cash facility among selected respondents
based on age and occupation. Two way Anova is used to test the mean variation of scores for fast cash
facility between different age group and their occupation. From the above tables, it is found that age
wise variations of the mean scores are statistically significant at 5 per cent level of significance (F=
228.931, and df= 4with P= 0.000< 0.05) but occupation wise variations of the mean scores are not
statistically significant at 5 per cent level of significance (F=1.755, and df= 6with P= .133>0.05).
Table 4.9.B3 clearly states that 30-45 age group have the lower mean score. It implies that 30-45 age
group are highly uses the fast cash facility.
4.9. A5 Two-Way Anova of transfer of funds facility by age and occupation.
The variation of usage of transfer of funds facility of ATM with regard to age and occupation of
Tables.
TABLE 4.9.A5 Tests of Between-Subjects Effects

Model 1020.554a 10 102.055 264.294 <0.01*
Age 1006.385 4 251.596 651.562 <0.01*
Occupation 14.169 6 2.361 6.116 <0.01*
Error 15.446 40 .386
Total 1036.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: TRANFER OF FUNDS
TABLE 4.9.B5
AGE

15-30 3.742 .236 3.266 4.218
30-45 4.458 .202 4.049 4.867
45-60 5.024 .208 4.603 5.445
Above 60 4.428 .513 3.391 5.466
Source: primary data Dependent Variable: TRANFER OF FUNDS
47
TABLE 4.9.C5 OCCUPATION

Govt.employees 3.042 .328 2.380 3.704
Business 3.960 .363 3.227 4.692
Self-employee 4.389 .429 3.521 5.257
Student 5.233 .289 4.650 5.817
House wife 4.884 .352 4.173 5.595
Others 4.985 .242 4.496 5.474
Source: primary data Dependent Variable: TRANFER OF FUNDS
Table 4.9.A5, 4.9.B5, 4.9.C5 shows the usage level on transfer of funds facility among selected
for transfer of funds facility between different age group and their occupation. From the above tables,
it is found that age and occupation wise variations of the mean scores are statistically significant at 5
per cent level of significance (F= 651.562, 6.116 and df= 4, 6 with P= 0.000, 0.000< 0.05). Table 4.9.B5
clearly states that 15-30 age group have the lower mean score. It implies that 15-30 age group are highly
uses the transfer of funds facility. Table 4.9.C5 clearly states that Govt.employees are having the lower
mean score. It implies that Govt.employees are highly uses the transfer of funds facility.
4.9. A6 Two-Way Anova of chequebook request facility by age and occupation.
The variation of usage of chequebook request facility of ATM with regard to age and occupation
of respondents are analysed with Two-Way ANOVA and the output is presented in the
Following Tables.
TABLE 4.9.A6

Model 1088.295a 10 108.830 342.646 <0.01*
Age 1086.218 4 271.554 854.978 <0.01*
Occupation 2.078 6 .346 1.090 .385
Error 12.705 40 .318
Total 1101.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: chequebook request
48
TABLE 4.9.B6 AGE

15-30 4.339 .214 3.907 4.771
30-45 4.638 .183 4.268 5.009
45-60 4.905 .189 4.524 5.287
Above 60 4.632 .466 3.691 5.573
Source: primary data dependent variable: cheque book request
TABLE 4.9.C6 OCCUPATION

Govt.employees 4.337 .297 3.736 4.937
Business 4.365 .329 3.700 5.029
Self-employee 4.390 .389 3.603 5.177
Student 4.977 .262 4.448 5.506
House wife 4.815 .319 4.170 5.460
Others 4.997 .219 4.554 5.440
Source: primary data *Significant at 5% level of significance Dependent Variable: chequebook request
Table 4.9.A6, 4.9.B6, 4.9. C6 shows the usage level on chequebook request facility among
selected respondents based on age and occupation. Two way Anova is used to test the mean
variation of scores for chequebook request facility between different age group and their
occupation. From the above tables, it is found that age wise variations of the mean scores are
statistically significant at 5 per cent level of significance (F= 854.978, and df= 4with P= 0.000<
0.05) but occupation wise variations of the mean scores are not statistically significant at 5 per
cent level of significance (F=1.090, and df= 6with P= .385>0.05). Table 4.9.B6 clearly states
that 15-30 age group have the lower mean score. It implies that 15-30 age group are highly
uses the chequebook request facility.
49
4.9. A7 Two-Way Anova of bill payment facility by age and occupation.
The variation of usage of transfer of bill payment facility of ATM with regard to age and
occupation of respondents are analysed with Two-Way ANOVA and the output is presented in
the Following Tables.
TABLE 4.9.A7

a
Model 994.745 10 99.475 260.836 <0.01*
Age 990.242 4 247.561 649.139 <0.01*
Occupation 4.503 6 .750 1.968 .093
Error 15.255 40 .381
Total 1010.000 50
Source: primary data *Significant at 5% level of significance Dependent Variable: BILL PAYMENT
TABLE 4.9.B7
AGE
95% Confidence Interval

15-30 3.677 .234 3.204 4.150
30-45 4.681 .201 4.274 5.087
45-60 4.932 .207 4.514 5.351
Above 60 5.130 .510 4.099 6.161
Source: primary data Dependent Variable: BILL PAYMENT
50
TABLE 4.9.C7
OCCUPATION
95% Confidence Interval
Govt.employees 3.874 .326 3.216 4.532
Business 4.486 .360 3.758 5.215
Self-employee 4.673 .427 3.810 5.535
Student 5.241 .287 4.661 5.820
House wife 4.925 .350 4.219 5.632
Others 4.475 .240 3.989 4.960
Source: primary data Dependent Variable: BILL PAYMENT
Table 4.9.A7, 4.9.B7, 4.9.C7 shows the usage level on bill payment facility among
selected respondents based on age and occupation. Two way Anova is used to test the mean
variation of scores for bill payment facility between different age group and their occupation.
From the above tables, it is found that age wise variations of the mean scores are statistically
significant at 5 per cent level of significance (F= 228.931, and df= 4with P= 0.000< 0.05) but
occupation wise variations of the mean scores are not statistically significant at 5 per cent level
of significance (F=1.968, and df= 6with P= .093>0.05). Table 4.9.B7 clearly states that 15-
30 age group have the lower mean score. It implies that 15-30 age group are highly uses the
bill payment facility.
4.10 USES OF RARE SERVICES OF ATM

The uses of rare services of ATM is analysed with One way ANOVA to test the statistical
significance of difference in the mean scores.
The hypotheses in this regard can be stated as follows
H0: There is no significant difference in the mean scores obtained for variables related to uses
of rare services of ATM based on their age.
H1: There is significant difference in the mean scores obtained for variables related uses of rare
services of ATM based on their age.
51
TABLE 4.10.1
DESCRIPTIVES
Particulars Age N Mean
15-30 22 4.14
30-45 14 4.79
Mini statement 45-60 12 4.92
Above 60 2 5
Total 50 4.54
15-30 22 4.45
30-45 14 4.64
Card to card transfer 45-60 12 4.75
Above 60 2 5
Total 50 4.6
15-30 22 4.55
30-45 14 4.79
Credit card payment 45-60 12 4.58
Above 60 2 5
Total 50 4.64
15-30 22 4.82
30-45 14 5
Trust donation 45-60 12 4.83
Above 60 2 5
Total 50 4.88
15-30 22 4.64
30-45 14 4.71
Mobile banking registration 45-60 12 5
Above 60 2 4.5
Total 50 4.74
15-30 22 4.73
30-45 14 4.21
SBI life premium payment 45-60 12 4.33
Above 60 2 4
Total 50 4.46
15-30 22 4.59
30-45 14 4.86
Inter mobile to mobile payment 45-60 12 4.83
Above 60 2 5
Total 50 4.74
15-30 22 4.32
30-45 14 4.93
Pin generation 45-60 12 5
Above 60 2 5
Total 50 4.68
52
TABLE 4.10.2
ANOVA
Mean
Sum of Squares Df Square F Sig.
Mini statement Between groups 6.555 3 2.185 5.060 <0.01*
Within Groups 19.865 46 .432
Total 26.420 49
Card to card transfer Between groups 1.081 3 .360 .616 .608
Total 28.000 49
Credit card payment Between groups .792 3 .264 .726 .542
Total 17.520 49
Trust donation Between groups .341 3 .114 1.057 .376
Total 5.280 49
Mobile banking registration Between groups 1.172 3 .391 2.127 .110
Total 9.620 49
SBI life premium payment Between groups 3.033 3 1.011 4.083 <0.01*
Total 14.420 49
Inter mobile to mobile Between groups .921 3 .307 .755 .525
payment Within Groups 18.699 46 .407
Total 19.620 49
Pin generation Between groups 5.179 3 1.726 2.674 .058
Total 34.880 49
The results of one way ANOVA for the variables of ATM services based on the age of the
respondents gives ‘f’ values of 5.060, 4.083 respectively, which are found to be significant at 5
per cent level (p .004, .012, < 0.05). Hence the null hypothesis is rejected. In case of other rare
services of ATM P values are not found to be significant at 5 percent level. Hence the null
hypothesis is not rejected. This implies that there is difference in them mean scores obtained
53
for the variables stated above based on age. As regards the mini statement and SBI life premium
payment has the lowest mean value ( Mean value 4.14 and 4) which means they are deriving
higher usage of rare services of ATM.
4.11 SATISFACTION OF ATM SERVICES

Kruskal Wallis test is used to find the product and technological level of Satisfaction on ATM
services and to test the following hypothesis
H0: There is no difference in the product and technological level of Satisfaction on ATM
services among education category
H1: There is difference in the product and technological level of Satisfaction on ATM services
among education category
TABLE 4.11.1
Descriptive Statistics
Std.
Category
N Mean Deviation Minimum Maximum
PDT satisfaction 50 2.0314 .41754 1.29 2.86
TECH satisfaction 50 1.9350 .61406 1.00 3.25
Education 50 2.48 .863 1 4
TABLE 4.11.2 Ranks

Category Education N Mean Rank
PDT satisfaction Illiterate 7 40.43
High school 17 26.18
Graduate 21 24.48
Post graduate 5 6.60
Total 50
TECH satisfaction Illiterate 7 32.86
High school 17 24.24
Graduate 21 27.45
Post graduate 5 11.30
Total 50
54
TABLE 4.11.2
Test Statisticsa, b
Category PDT satisfaction TECH satisfaction
Chi-Square 16.077 7.141
df 3 3
Asymp. Sig. <0.01* .068
The descriptive statistic table shows that the technological satisfaction of ATM services has
the lowest mean value (1.9350). The mean rank table depicts that post graduates are highly
satisfied with the technology based services of ATM (Mean value 11.30) and the post
graduates are highly satisfied with the product based services of ATM (Mean value 6.60).
The hypothesis for the product satisfaction are rejected as the ‘p’ values is 0.01 respectively.
The hypotheses for technological satisfaction not rejected as the ‘p’ values is .068
respectively. Therefore it can be concluded that based on education there is significant
differences among the product satisfaction of ATM services.
4.12 PROBLEMS WHILE USING ATM SERVICES

The problems while using the ATM services analysed with one way ANOVA to test the
statistical significance of difference in the mean scores.
The hypotheses in this regard can be stated as follows
H0: There is no significant difference in the mean scores obtained for variables related to
problems while using the ATM services based on their education.
H1: There is significant difference in the mean scores obtained for variables related problems
while using the ATM services based on their education.
55
TABLE 4.12.1 DESCRIPTIVES
Problems Education N Mean
Illiterate 7 4.57
High school 17 4.53
Cards get blocked Graduate 21 3.95
Post graduate 5 4.4
Total 50 4.28
Illiterate 7 3.86
High school 17 4.18
Machine out of cash Graduate 21 3.71
Post graduate 5 4
Total 50 3.92
Illiterate 7 4.14
High school 17 4.41
Non printing of statements Graduate 21 3.33
Post graduate 5 4.4
Total 50 3.92
Illiterate 7 4.43
High school 17 4.06
Long waiting in long queues Graduate 20 3.9
Post graduate 5 4
Total 49 4.04
Illiterate 7 4.71
High school 17 4.35
Reduction in balance without cash payment Graduate 21 6.57
Post graduate 5 4.2
Total 50 5.32
Illiterate 7 4
High school 17 4.12
Not giving fast response Graduate 21 3.95
Post graduate 5 4.4
Total 50 4.06
Illiterate 7 2.86
High school 17 4.12
Leaving the operation unfinished Graduate 21 3.76
Post graduate 5 4.4
Total 50 3.82
Illiterate 7 3.29
High school 17 3.76
Too many processing in transactions Graduate 21 3.86
Post graduate 5 4.6
Total 50 3.82
Illiterate 7 3.86
High school 17 4.53
Lack of security in transaction Graduate 21 3.9
Post graduate 5 4.6
Total 50 4.18
Lack of prompt service Illiterate 7 4.29
High school 17 4.35
Graduate 21 3.48
Post graduate 5 4.8
Total 50 4.02
56
TABLE 4.12.2
ANOVA
Problems Group Sum of Squares Df Mean Square F Sig.
Cards get blocked Between groups 3.978 3 1.326 1.521 .222
Total 44.080 49
Machine out of cash Between groups 2.067 3 .689 1.002 .400
Total 33.680 49
Non printing of Between groups 12.839 3 4.280 4.820 <0.01*
statements Within Groups 40.841 46 .888
Total 53.680 49
Long waiting in long Between groups 1.463 3 .488 .829 .485
queues Within Groups 26.455 45 .588
Total 27.918 48
Reduction in balance Between groups 57.626 3 19.209 .355 .786
without cash Within Groups 2487.254 46 54.071
payment
Total 2544.880 49
Not giving fast Between groups .903 3 .301 .579 .632
response Within Groups 23.917 46 .520
Total 24.820 49
Leaving the Between groups 9.749 3 3.250 4.726 <0.01*
operation unfinished Within Groups 31.631 46 .688
Total 41.380 49
Too many processing Between groups 5.121 3 1.707 2.166 .105
in transactions Within Groups 36.259 46 .788
Total 41.380 49
Lack of security in Between groups 5.278 3 1.759 2.373 .082
transaction Within Groups 34.102 46 .741
Total 39.380 49
Lack of prompt Between groups 11.631 3 3.877 3.473 <0.01*
service Within Groups 51.349 46 1.116
Total 62.980 49
57
The results of one way ANOVA for the variables relating Non printing of statements, Leaving
the operation unfinished, Lack of prompt service based on their education of the respondents gives
‘f’ values of 4.820, 4.726 and 3.473 respectively, which are found to be significant at 5 per cent
level (p .005, .006 and .023 < 0.05). Hence the null hypothesis is rejected. In case of other
problems of ATM P values are not found to be significant at 5 percent level. Hence the null
hypothesis is not rejected. This implies that there is difference in them mean scores obtained
for the variables stated above based on education. As regards leaving the operation unfinished
and non-printing of statement has the lowest mean value (Mean value 2.86 and 3.33) which
means they are deriving major problems while using ATM.
4.13 ATM SERVICES BEFORE&AFTER DEMONETIZATION

The problems while using the ATM services before and after demonetization is analysed with
Paired T test to test the statistical significance of difference in the mean scores.
TABLE 4.13.1
PAIRED SAMPLE STATISTICS
Pair no Problems Mean N
Pair 1 Reduction in withdrawal facilities 4.18 50
Reduction in withdrawal facilities 1.68 50
Pair 2 Accessibility of ATM 1.72 50
Accessibility of ATM 4.40 50
Pair 3 Non availability of cash 4.14 50
Non availability of cash 1.68 50
Pair 4 Waiting in long queues 4.44 50
Waiting in long queues 1.54 50
Pair 5 Reduction in fund transfer 4.22 50
Reduction in fund transfer 2.08 50
Pair 6 Limitation on cash withdrawal 4.38 50
Limitation on cash withdrawal 1.72 50
58
TABLE 4.13.2 PAIRED SAMPLE TEST
Particulars Mean Std. Deviation
Pair 1 Reduction in withdrawal facilities - reduction in 2.500 1.843

withdrawal facilities
Pair 2 Accessibility of ATM - accessibility of ATM -2.680 .935
Pair 3 Non availability of cash - non availability of cash 2.460 1.249
Pair 4 Waiting in long queues - waiting in long queues 2.900 1.165
Pair 5 Reduction in fund transfer - reduction in fund transfer 2.140 1.355
Pair 6 Limitation on cash withdrawal - limitation on cash 2.660 1.062

withdrawal
To test the mean variations of the scores for the problems while using ATM services
before & after demonetization, paired T test used and it is found that non-printing of statements,
Non availability of cash and Reduction in withdrawal facilities are the major problems experienced by
the customers to after demonetization. The paired sample test reveals that the demonetization
seriously effects the banking industry.
59
CHAPTER 5
FINDINGS, SUGGESTIONS
AND CONCLUSION
60
FINDINGS
5.1 Democratic profile of respondents

Majority of the respondents belongs to 44 per cent to the age group of 15-30. Gender-wise
classification shows that majority of the respondents were male (54 per cent). Education status
shows that the majority of the respondents are graduates (42 per cent). As to occupation
majority of the respondents are students (32 per cent) followed by private employee (22 per
cent) and the remaining comprising of other jobs (14 per cent), government employee (10 per
cent) and house wives (8 per cent), self-employee (6 percent). The average income
classification of the respondents reveals that majority of them falls under the income group of
below 5000.
5.2 Status of usage

The majority of the respondents are using the SBI ATM services for a period of 1-5 years (62
per cent), and least of them are using the ATM services for the period of less than 1 year (16
percent).
5.3 factors made them to opt for ATM services.

The majority of the respondents (58 per cent) are states that the services of the SBI bank as the
main factor that made them to opt for their ATM services.
5.4 Awareness of the ATM services

The estimated marginal means and MANOVA tables indicate that the mean scores of the
fifteen variable of awareness of the ATM services vary over the three factors such as gender,
education and occupation. The awareness level in respect ATM services among the selected
customers shows that male customers are better aware of ATM services than female customers.
The mean scores variation of the responses of selected customers about ATM awareness is
statistically validated by applying MANOVA in which the F value and its corresponding
probability level are statistically significant at 5 per cent level of significance.
The mean variation of the scores for level of awareness on ATM services among different
education categories, MANOVA is used and it is found that education wise variation of the
mean scores are statistically significant at 5 percent level of significance. Table 4.8.5 reveals
that significant difference among different education categories it means post graduates are
61
highly aware about the different services of ATM, except cash withdrawal, balance enquiry,
pin change facility, transfer of funds, in these services the graduates are high awareness.
The mean variation of the scores for level of awareness on ATM services among different
occupation categories, MANOVA is used and it is found that education wise variation of the
mean scores are not statistically significant at 5 percent level of significance.
5.5 usage of common services of ATM

The usage level of ATM services among selected respondents shows that 15-30 age groups are
highly using the common services of ATM, except balance enquiry, pin change facility and
fast cash, these services are highly used by the 30-45 age group.
5.6 Usage of rare services of ATM
The level of usage of rare services of ATM are analysed with One-way ANOVA, Mini
statement and SBI life premium payment has the lowest mean value (Mean value 4.14 and 4)
which means they are deriving higher usage of rare services of ATM(lower value indicates that
high mean score and higher value indicates that lower mean score).
5.7 Satisfaction of ATM services
The level of product and technological satisfaction has been analysed using Kruskal Wallies
test and it is seen that the technological satisfaction has the lowest mean value. The mean rank
table depicts that post graduates are highly satisfied with the technology based service of the
ATM and also the post graduate are highly satisfied with the product based services of ATM.
5.8 Problems while using ATM services
The problems while using ATM services are analysed with One-way ANOVA, As regards
leaving the operation unfinished and non-printing of statement has the lowest mean value
(Mean value 2.86 and 3.33) which means these are the major problems experienced by the
customers while using ATM.
5.9 ATM services before & after demonetization
To test the mean variations of the scores for the problems while using ATM services before &
after demonetization analysed with paired T test used and it is found that non-printing of
statements, Non availability of cash and Reduction in withdrawal facilities are the major problems
experienced by the customers after demonetization. The paired sample test reveals that the
demonetization seriously effects the banking industry.
62
SUGGESTIONS
 The awareness level in respect ATM services among the selected customers shows that
male customers are better aware of ATM services than female customers and education
wise variation post graduates are highly aware about the services of ATM. Creating
awareness about products and services of bank among public through awareness programs,
seminars and conferences which help to know the customers well and match their needs
with the services of ATM.
 Conduct ATM awareness campaign and Educating the persons on how to use ATM and the
services of bank safely
 Banks must restrict the customers from withdrawing small amount say Rs 50000 from the
bank itself that means customers should use ATMs for doing such transactions rather than
going to bank.
 Education should be started from school level for spreading idea of banking and its
innovative services among children.
 Increase safety and security measures in ATM in order to prevent frauds.
 Organize camps to spread the idea of plastic money.
 Provide more quality services in banking and ensure that it reaches to every people.
 More popularization of ATM and its utilities it also helps to increase the knowledge and
usage of ATM services among customers.
 Establish a customer care center near ATM counters, so that the customers can easily
acquire relevant information.
63
CONCLUSION
The result of this study indicates that the banking industry has great potential among the
customers. Majority of people are aware of the different utilities of ATM services. In case of
usage of ATM services, people irrespective of educational qualification, occupation and place
of residence, every one use ATM services. The main reason for using ATM service is cash
withdrawal. From school children to older people, all are aware about ATM. Even though
detailed and technical knowledge on ATM among people is less, every people is aware about
what is ATM service and its basic utilities.
Nowadays ATM usage among people are increasing. Maximum number of

people deal with bank through ATM. So the ATM is very popular among people.
64
APPENDIX
65
BIBLIOGRAPHY
Websites
 www.Shodhgangainflibnet.nic.net
 www.wikipedia.com
 www.sbi.co.in
 www.investopedia.com
 www.ultra.news
 www.chitturcollegecommercedepartment.ac.in
66
INTERVIEW SHEDULE
The interview schedule is meant to EVALUATE YOUR PERCEPTION ON
THE ATM SERVICES OF SBI, PALAKKAD. This is meant for preparing
project report for B.com. The particulars given will be kept confidential. Thank
you for your valuable response.
1. Age (completed years):
15 to 30 30 to 45
45 to 60 Above 60
2. Gender:
Male Female
3. Education:
Illiterate High school
Graduate Post graduate
4. Occupation:
Govt.employee Private Employee Businessman
Self-employee Student House wife
Unemployed Others
5. Monthly income (approximate):
Below 5000 5001 – 10000
10001 – 30000 30001 – 50000
Above 50000
6. Status of usage in ATM services:
Less than 1 year 1 – 5 years
5 – 15 years above 15 years
7. What are the factors necessarily made you to opt for ATM services
Provided by SBI bank
Services Security
Locality Cost effectiveness
67
8. Are you aware of the following ATM services provided by SBI? So, rate your
Opinion in appropriate column.
Complete Partial Poor Not
Services knowledge knowledge Nominal knowledge heard
Cash withdrawal
Balance enquiry
Pin change facility
Transfer of funds
Mini statement
Chequebook
request
Fast cash
Card to card
payment
Credit card payment
Trust donation
Mobile banking
registration
SBI life premium
payment
Bill payment
Inter mobile to
mobile payment
system
Pin generation
68
9. How often you use the following services?
Every day Once a Once a Rarely Not
Services week month used used
Cash withdrawal
Balance enquiry
Pin change facility
Fast cash
Transfer of funds
Cheque book request
Bill payment
10. How often you use the following services? Rate your opinion in appropriate
Column.
Every day Once a Once a Rarely Not
Services week month used used
Mini statements
Card to card transfer
Credit card payment
Trust donation
Mobile banking
registration
SBI life premium
payment
Inter mobile to mobile
banking system
Pin generation
69
11. Rate your level of satisfaction on the following services & related features.
Extremely Extremely
Services satisfied Satisfied Neutral Dissatisfied dissatisfied
Product
1.Cash withdrawal
2.Fast cash
3.Transfer of funds
4.Statement request
5.Accounting
information and
balance enquiry
6.Voice directions
/online direction
for new users
7.Prepaid mobile
recharge
Technology
1.Prompness of cash
delivery
2.Number of
transactions
3.Ouality of notes
4.SMS alert about

specific
information about
the banks new
product/services
70
12. You might have experienced problems while using the ATM services,
rate your opinion on appropriate column.
Problems Regularly Often Rarely Sometimes Never
1.Cards get blocked
2.Machine out of
cash
3.Non.printing of
statements
4.Long waiting in
long queues
5. Reduction in
balance without
cash payment
6. Not giving fast
response
7. Leaving the
operation
unfinished
8. Too many
processing in
transactions
9.Lack of security in
transaction
10.Lack of prompt
service
71
13. State your opinion about ATM services before and after demonetization,
rate your opinion in appropriate column.
Criteria Before demonetization After demonetization
SA A N DA SD SA A N DA SD
A A
1.Reduction in
withdrawal
facilities
2.Easy accessibility
of ATM
3.Non availability of
cash
4.Waiting in long
queues
5.Reduction in fund
transfer
6.Limitaion on cash
withdrawal
(SA – strongly agree, A – agree, N – neutral, DA – disagree, SDA – strongly

disagree)
72

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CHAPTER 1

SCOPE OF THE STUDY

STATEMENT OF THE PROBLEM

ATM services are commonly in banking industry. ATM services comprise

 Source of data collection

The study is presented four chapters as follows:

Chapter two - Review of literature is a summary of previous research on a topic.

Chapter five - Findings, Conclusion and Suggestion chapter describes about my

To increase the diffusion of ATMs, it was recommended that banks should

Automated teller machines (ATMs) were the first well-known

Use this service to change your password at regular intervals.

Keep track of the transactions in your account by availing this service.

Card to Card Transfer

SBI Life Premium Payment

Cheque Book Request Order

Make a donation to your favourite charity. For example,

Use our ATMs to pay your utility bills viz.

Register/Deregister your mobile banking application using our ATMs.

Inter-mobile Mobile Payment System

12 Golden Rules to keep ATM transactions safe and secure

1. Please sign on the reverse of the card immediately on receipt.

2. Change your ATM PIN regularly.

6. Hide the keypad while keying in your PIN at ATM/POS terminals.

9. Insist on swiping your card in your presence in hotels/shops/malls, etc.

• ATM provides 24 hours service.

• ATM gives convenience to the bank’s customers.

• ATM reduces the workload of bank’s staff.

• ATM provides service without any error.

• ATM provides privacy while conducting banking transactions.

There are 2 types of ATM’s

• ATM Card cloning fraud

2. Select your language, if offered.

3. Enter your PIN when prompted.

4. Withdraw or deposit money, as needed.

5. Check your account balance or transfer money, as needed.

6. Follow the on-screen prompts to end your session.

7. Remember to remove your card and money.

HOW ATM MACHINE WORKS

Process for withdraw cash

3. At same time a suction device pulls the correct number of bill.

6. The bills are dispensed.

7. A receipt is printed and transaction A recorded.

• Deposit currency recognition, acceptance, and recycling

• Printing bank statements

• Updating pass books

• Loading monetary value into stored value cards

Tickets - Shopping mall gift certificates

• Games and promotional features

1. Do not keep PIN and Card together.

1. Avoid taking ‘Help' extended for carrying out ATM operations.

Prime Minister of India Narendra Modi announced the demonetization

Demonetization is a generations' memorable experience and is going to be one of the

Demonetization technically is a liquidity shock; a sudden stop in terms of currency availability.

DATA ANALYSIS AND

So, in this chapter, the analysis is presented in six parts.

1. Demographic profile of selected respondents.

2 .Awareness level on different utilities of ATM

3. Usage of common services of ATM.

4. Usage of rare services of ATM.

5 .customer’s satisfaction with ATM services.

6. Problems while using ATM services.

7. Customer perception about ATM services before and after demonetization.

Table 4.1 presents the age wise distribution of the study.

Category No. of respondents Per cent