A RESEARCH PROJECT REPORT ON

“CONSUMER PERCEPTION TOWARDS ATM SERVICES IN SITAPUR ”
Submitted In Partial Fulfillment for the Award of the Degree of

“Master of Business Administration”
2009-2010

SUBMITTED TO

RESEARCH GUIDEMrs. Parul Sahani (Lecturer, M.B.A.) IET, Resora, Sitapur.

SUBMITTED BY
Chhama Agnihotri M.B.A. 4th SEM. ROLL NO. 0822170006

INSTITUTE OF ENGINEERING & TECHNOLOGY SITAPUR-261001

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ACKNOWLEDGEMENT
I feel great pleasure in presenting this research report in the hands of my mentor. It is really a great opportunity given by him to me. This research work is combined effort of many hearts, hands and brains. First of all I would like to thank God who showered his blessing in every step of this profile and has given me this opportunity to conduct this industrial profiling. I am immensely grateful to H.O.D, Dr. Rajni Rastogi, for providing me this opportunity for bringing out my talent. Now my grateful thanks to my Mentor and guide Mrs. Rarul Sahani who helped me a lot and guided me in every step related to this project. I also want to thank all my teachers, Staff Member and Library members for their valuable advice and guidance who helped me to complete this project successfully.

Chhama Agnihotri M.B.A, I.E.T, Sitapur

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DECLARATION
I, Chhama Agnihotri, Student of M.B.A, Final Year, I.E.T, Resoura, Sitapur, declare that the project on “Consumer preference towards ATM Services in Sitapur” is the result of my own efforts and it is based on data collected and guidance given to me.

I have prepared it as a part of my course curriculum. This report is correct to best of my knowledge and so far has not been published anywhere else.

Chhama Agnihotri M.B.A, I.E.T, Sitapur

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Table of Content
1. Introduction 2. Objective of Research 3. Scope of study 4. Company Profile 5. Research Methodology
6.

Data Analysis and Interpretation

7. Findings
8.

Conclusion Suggestion Limitation

9. 10.

11. Bibliography 12. Annexure

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INTRODUCTION 5 .

6 . As the development continues with accelerated momentum he felt a strong need of something which could add him in enhancing what he had with something what was in possession of someone else and thus Money and Economy were born. “Change is a part of Life”. currency and unending list of elements. There was a time when human race struggled for food lived in caves and then slowly. four wheelers. Slowly men felt need of a institution which can safely keep the wages of man. and the name bank derived from Italian word banco naming “desk / branch” used during renaissance by Florentine Bankers who used to make their transaction above desk covered by green table cloth. economy. can provide him money over some obligation (interest) when he was in dire need and thus it was conception of the institution called “Banks”. But this was sheer beginning. two wheelers. laptop. dedication and determination he moved on to invention of wheel. the mind can achieve” Man is a complex mix of elements and ever new invention motivates him to achieve something new.Introduction “Whatever the mind of man can conceives and believe. At the time of its conception the primary purpose of a bank was provide loan to trading companies. computer. gradually and eventually with his strong desire.

distribution or brokerage with or without advice. However bank teller was available only during bank working hours. bank started using various methods which can aid in managing all the functions of bank and thus banks introduced. An ATM [Automated Teller Machine] is a technological version of traditional bank teller who used to disperse cash and other facilities over bank counter. Lending money by way of overdraft. loan or otherwise. Bank today cover various financial and commercial activities which includes :• • Issue of promissory notes. the function of bank penetrated to individual. Issuing bank drafts and cheques Accepting money on term deposit. bank drafts and ATMs. 7 . various physical evidence like cheques. Currency exchange. at disposal of customers. installments. the ATM are 24 X 7.It is apt to say that with the increasing facilities man craves more and it is this craving of his which introduces various changes in the “modus operandi” of various activities. Thus with the passage of time. Credit cards etc. Sales. Processing of payment by way of telegraphic transfer. unit trusts and similar financial products. • • • • • • As service of bank expanded. Safe keeping of documents and other items in a safe deposit box. of insurance.

SBI & PNB 8 .Thus ATM is computerized telecom device that provide a customer of a financial transaction in a public place without the need of human desk [bank teller]. PNB. I India SBI was first Bank to introduce ATM Service in 1996. it is an endeavor to draw a comparative study between the pre issuance and post issuance ATM Service of the major government owned banking Titans. Today almost all the bank issue a free of cost ATM to all the customers of all their branch that are internet worked through core banking system. Barclay Bankers installed first electronic ATM in Enfield town in North London. Hence. However ATM are invention of 20th Century when in 27th June 1967. Thus the ATM Service slowly become common to various bank in India too. the second largest government owned commercial bank in India with about 4500 branches across 764 cities and serving over 37 million customers to introduce this service soon after SBI.

OBJECTIVES OF THE RESEARCH 9 .

which need attention? • To draw Comparison between the Satisfaction of Customers from ATM services of SBI and PNB 10 . • What are the shortcomings.Objectives of the Project • Whether the customer is satisfied with ATM facility? • If yes to what extent. if no what are the shortcomings.

Scope OF THE STUDY 11 .

The project is analyzed the demographic. both are public sector bank and enjoy the loyalty of customers due to their work quality and long era of services. SBI and PNB. So it becomes important to reveal a correct diagram and impact of the ATM services provided by it maintaining their dignity and position 12 .Scope of the study It is aimed to study the Customer Preference towards ATM Services of Punjab National Bank and State Bank of India . psychographic and preference characteristics of the customers in using ATM. It includes the detailed study of customers focusing on the various parameters that lead to identifying and understanding the perception of the customer and behaviour regarding services offered by SBI and PNB.

COMPANY PROFILE 13 .

Our business is more than banking because we touch the lives of people anywhere in many ways.K. Name of Director Shri O. No. Shyamala Gopinath TRANSFORMATION JOURNEY IN STATE BANK OF INDIA 14 . Shri S. Salahuddin Ansari 10. Venkatachalam 7.(Mrs. Dr. Shri. Rajiv Kumar 12. All our branches and administrative offices throughout the country sponsor and participate in large number of welfare activities and social causes. Chairman Shri S.P. MD & CC&RO Shri R. Ashok Jhunjhunwala 5.ABOUT SBI The Bank is actively involved since 1973 in non-profit activity called Community Services Banking. Shri Arun Ramanathan 13. Dr. Choksi 6. Bhattacharyya 2. Bhatt 1. D.) Vasantha Bharucha 11. Dr. Dr. Sridharan 3. Prof. Shri Dileep C. Mohd. MD & GE(A&S) 4. Sundaram 8. BOARD OF DIRECTORS (As on 13th January 2010) Sr. Deva Nand Balodhi 9. Smt.

the country’s oldest Bank and a premier in terms of balance sheet size. General Insurance. Point of Sale Merchant Acquisition. the Bank is the largest provider of infrastructure debt and the largest arranger of external commercial borrowings in the country. to expand its Rural Banking base. looking at the vast untapped potential in the hinterland and proposes to cover 100. Private Equity. today it offers the largest banking network to the Indian customer. Today. It is consolidating its global treasury operations and entering into structured products and derivative instruments. structured products etc – each one of these initiatives having a huge potential for growth. number of branches. market capitalization and profits is today going through a momentous phase of Change and Transformation – the two hundred year old Public sector behemoth is today stirring out of its Public Sector legacy and moving with an agility to give the Private and Foreign Banks a run for their money. The Bank is forging ahead with cutting edge technology and innovative new banking models. on whole sale banking capabilities to provide India’s growing mid / large Corporate with a complete array of products and services. It is also focusing at the top end of the market.The State Bank of India. The bank is entering into many new businesses with strategic tie ups – Pension Funds.000 villages in the next two years. Mobile Banking. It is the only Indian bank to feature in the Fortune 500 list. The Bank is also in the process of providing 15 . Advisory Services. The Bank is changing outdated front and back end processes to modern customer friendly processes to help improve the total customer experience. Custodial Services. With about 8500 of its own 10000 branches and another 5100 branches of its Associate Banks already networked.

SBI Life and SBI Cards . SBICAP Securities. 16 . With four national level Apex Training Colleges and 54 learning Centres spread all over the country the Bank is continuously engaged in skill enhancement of its employees.forming a formidable group in the Indian Banking scenario.complete payment solution to its clientele with its over 8500 ATMs. SBI Factors. and other electronic channels such as Internet banking. Throughout all this change. attitudes and take all employees together on this exciting road to Transformation. It is in the process of raising capital for its growth and also consolidating its various holdings. It presently has 82 foreign offices in 32 countries across the globe. Some of the training programes are attended by bankers from banks in other countries. It has also 7 Subsidiaries in India – SBI Capital Markets. SBI DFHI.000 employees in a period of 100 days using about 400 Trainers. the Bank is also attempting to change old mindsets. etc. to drive home the message of Change and inclusiveness. mobile banking. debit cards. In a recently concluded mass internal communication programme termed ‘Parivartan’ the Bank rolled out over 3300 two day workshops across the country and covered over 130. The bank is also looking at opportunities to grow in size in India as well as Internationally. The workshops fired the imagination of the employees with some other banks in India as well as other Public Sector Organizations seeking to emulate the programme.

the three presidency banks came into existence either as a result of the compulsions of imperial finance or by the felt needs of local European commerce and were not imposed from outside in an arbitrary manner to modernise India's economy. Bank of Bengal H. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. Three years later the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). and was influenced by changes occurring in the structure of both the local trading environment and those in the relations of the Indian economy to the economy of Europe and the global economic framework. however. A unique institution. Their evolution was. shaped by ideas culled from similar developments in Europe and England. it was the first joint-stock bank of British India sponsored by the Government of Bengal. 17 . These three banks remained at the apex of modern banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921.EVOLUTION OF SBI The origin of the State Bank of India goes back to the first decade of the nineteenth century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Primarily Anglo-Indian creations.O.

the decision to allow the Bank of Bengal to issue notes. So was the associated innovation in banking. which would be accepted for payment of public revenues within a restricted geographical area. It meant an accretion to the capital of the banks. This right of note issue was very valuable not only for the Bank of Bengal but also its two siblings. which managed the affairs of each bank. which were revised from time to time. bank notes and government balances made up the bulk of the investible resources of the banks. four-fifth of which were privately subscribed and the rest owned by the provincial government. Each charter provided for a share capital. and especially upto the time that the three presidency banks had a right of note issue. Group Photogaph of Central Board (1921) 18 . The members of the board of directors. the Banks of Bombay and Madras. a capital on which the proprietors did not have to pay any interest. The concept of deposit banking was also an innovation because the practice of accepting money for safekeeping (and in some cases. But. for a long time. were mostly proprietary directors representing the large European managing agency houses in India. joint-stock banking in India. even investment on behalf of the clients) by the indigenous bankers had not spread as a general habit in most parts of India.Establishment The establishment of the Bank of Bengal marked the advent of limited liability. The three banks were governed by royal charters. viz.

plate. salt woollens. keeping cash accounts and receiving deposits and issuing and circulating cash notes. Loans against goods like opium. forbidden. which began to be financed later. or goods 'not of a perishable nature' and no interest could be charged beyond a rate of twelve per cent. indigo. Indians were the principal borrowers against deposit of Company's paper. commonly called Company's Paper. was to help the latter raise loans from time to time and also provide a degree of stability to the prices of government securities. land or other real property was. cotton piece goods. as far as the government was concerned. cotton.Business The business of the banks was initially confined to discounting of bills of exchange or other negotiable private securities. jewels. Lending against shares of the banks or on the mortgage of houses. Demand promissory notes were signed by the borrower in favour of the guarantor. while the business of discounts on private as well as salary bills was almost the exclusive monopoly of individuals Europeans and their partnership firms. 19 . however. All commodities. treasure. sugar and jute. Loans were restricted to Rs. were either pledged or hypothecated to the bank. mule twist and silk goods were also granted but such finance by way of cash credits gained momentum only from the third decade of the nineteenth century. But the main function of the three banks. The security for such loans was public securities. including tea.one lakh and the period of accommodation confined to three months only. bullion. which was in turn endorsed to the bank.

None of the three banks had till then any branches (except the sole attempt and that too a short-lived one by the Bank of Bengal at Mirzapore in 1839) although the charters had given them such authority.Major change in the conditions A major change in the conditions of operation of the Banks of Bengal. the right of note issue of the presidency banks was abolished and the Government of India assumed from 1 March 1862 the sole power of issuing paper currency within British India. Bank of Madras Note Dated 1861 for Rs. agencies and sub agencies of the three presidency banks covered most of the major parts and many of the inland trade centres in India.10 20 . Bombay and Madras occurred after 1860. By 1876. While the Bank of Bengal had eighteen branches including its head office. they embarked on branch expansion at a rapid pace. But as soon as the three presidency bands were assured of the free use of government Treasury balances at places where they would open branches. The task of management and circulation of the new currency notes was conferred on the presidency banks and the Government undertook to transfer the Treasury balances to the banks at places where the banks would open branches. With the passing of the Paper Currency Act of 1861. the branches. the Banks of Bombay and Madras had fifteen each. seasonal branches and sub agencies.

Alternately. a term deposit which is not fixed at all and comes with a unique break-up facility which provides you full liquidity as well as benefits of higher rates of returns.SBI's Retail Banking State Bank of India offers a wide range of services in the Personal Banking Segment which are indexed here. Place funds in Multi Option Deposit Scheme. PERSONAL FINANCE 21 . through your savings bank account. are fully computerised. to meet your occasional temporary funds requirements. keep that deposit intact by availing an overdraft facility. SBI Term Deposits SBI Recurring Deposits SBI Housing Loan SBI Car Loan SBI Educational Loan SBI Personal Loan SBI Loan For Pensioners Loan Against Mortgage Of Property Loan Against Shares & Debentures Rent Plus Scheme Medi-Plus Scheme Rates Of Interest DEPOSIT SCHEMES All branches. and realise the advantage of our vast network.

The Bank offers the following schemes with attractive rates of interest: • Loan For ESOPS * Housing Loan * Easy Travel Loan * Car Loan * Educational Loan * Personal Loan * Property Loan * Loan to Pensioners * Loan Against Shares/Debentures * Festival Loans * Medi-Plus Scheme * Teachers-Plus Scheme * Sainik-Plus Scheme * Tribal-Plus Scheme * EMI Calculator * Credit Khazana SERVICES 22 .State Bank of India has a variety of schemes under Personal Finance to satisfy varying needs of the banking public.

State Bank of India offers a wide range of services in the Personal Banking Segment which are indexed here. Click on each of them to access the details. • • • • • • • • eZ-trade@sbi SBI VISHWA YATRA FOREIGN TRAVEL CARD ATM SERVICES GIFT CARDS GIFT CHEQUES INTERNET BANKING FOREIGN INWARD REMITTANCE LOCKER ATM SERVICES 23 .

Indian Bank. Indus Ind Bank. HDFC Bank. Master Card. Corporation Bank. The Bank of Rajasthan Ltd. State Bank of Mysore. 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 (This includes the ATMs of State Bank of India as well as the Associate Banks – namely..STATE BANK NETWORKED ATM SERVICES State Bank offers you the convenience of over 8000 ATMs in India. Dena Bank. Canara Bank. State Bank of Patiala. VISA and VISA Electron logos 24 .. UCO Bank and Union Bank of India. Axis Bank. State Bank of Indore. State Bank of Bikaner & Jaipur. and State Bank of Travancore) and wholly owned subsidiary viz. SBI Commercial and International Bank Ltd. 3) Cards issued by banks (other than banks under bilateral sharing) displaying Maestro.Bank of India. using the State Bank ATM-cum-Debit (Cash Plus) card. State Bank of Hyderabad. VISA and VISA Electron logos 4) All Debit/ Credit Cards issued by any bank outside India displaying Maestro. Cirrus. Master Card. Cirrus. State Bank of Saurashtra. Punjab National Bank. Andhra Bank. KINDS OF CARDS ACCEPTED AT STATE BANK ATMs Besides State Bank ATM-Cum-Debit Card and State Bank International ATM-Cum-Debit Cards following cards are also accepted at State Bank ATMs: 1) State Bank Credit Card 2) ATM Cards issued by Banks under bilateral sharing viz.

petrol pumps and many other outlets which display Maestro logo. Corporation Bank. Rs. there is no need to carry cash in your wallet. hotels.000 shops. UCO Bank and Union Bank of India apart from ATMs displaying Master Card/ Maestro/Cirrus logo for a nominal fee as under: Transaction ATMs of Sharing network banks Cash Withdrawal Balance Inquiry Make payments for purchases by using the debit card at more than 2. You can now withdraw cash and make purchases anytime you wish to with your ATM-cum-Debit Card. shopping malls. 12/-* 25 . Bank of India. State Bank ATM-cumDebit(Cash Plus) card. IndusInd Bank. State Bank ATM-cum-Debit (State Bank Cash plus) Card: India’s largest bank is proud to offer you unparalleled convenience viz. 50/-* Rs.* Rs. kindly contact your Bank for the charges recoverable for usage of State Bank ATMs. 25/. Canara Bank. 12/-* Other banks under Maestro/ Master Card/ Cirrus network Rs. HDFC Bank.39. Dena Bank.Note: If you are a cardholder of bank other than State Bank Group. Punjab National Bank. With this card. Andhra Bank.Axis Bank. The Bank of Rajasthan Ltd. Indian Bank. restaurants. Features: Withdraw cash from over 8000 ATMs of our group FREE and about 16000 ATMs of other banks under bilateral sharing viz.

Recharge mobile phones of AIRTEL.Recharge pre-paid mobile phones of Vodafone. Tamilnadu. Andhra Pradesh. Mumbai bills through State Bank ATMs Payment of SBI Credit Card bills Payment of SBI Life insurance premium Pay fees of select colleges Donate to Temple Trusts: . and Chennai.The text of SMS will be as under: Service Provider Airtel BPL Vodafone IDEA SMS Text RC (AMOUNT) PIN RC SBI (AMOUNT) PIN RC SBI (AMOUNT) PIN RC SBI (AMOUNT) PIN • • • • • Pay MTNL. Delhi. Karnataka. (West). Mumbai. Nanded (d) Tirupati and (e) Sri Jagannath Temple. through ATM/ SMS anywhere in India. U.P.P.(a) Vaishno Devi (b) Shirdi Saibaba (c) Gurudwara Takht Saheb. Kerala. Vodafone. U. M. Gujarat. IDEA and BPL without any charges at all ATMs as well as by sending SMS (after registration at State Bank ATM). (East). IDEA and BPL without any charges at any State Bank ATM. Recharge pre-paid mobile phones of AIRTEL of 11 Circles viz..P. Puri Transaction Limits: Send SMS to 535 140 147 575 26 .

5 Million establishments worldwide displaying Maestro logo. will be recovered from the second year of issue.000/.000 establishments in India and over 10. Withdraw cash from over 8000 ATMs of our group FREE and over 16000 ATMs of other banks under bilateral sharing viz. Corporation Bank. it would function as the State Bank ATM-cum-Debit (Cash Plus) card. Andhra Bank. 50/. IndusInd Bank.000/Fees: There is no joining fee for State Bank ATM-cum-Debit (Cash Plus) card. Punjab National Bank. HDFC Bank. Annual maintenance fee of Rs.000 ATMs across the globe for a nominal fee. State Bank Cash Plus International Card: This is an International ATM-cum-Debit Card with which you can enjoy shopping atover 2. UCO Bank and Union Bank of India apart from ATMs displaying Master Card/ Maestro / Cirrus logo in India and more than 8. wherein the amount you spend on your card is automatically debited to your account.a.Axis Bank.In India.20.Daily limit of Rs 25.at the ATM Daily limit of Rs 50. Bank of India. apply for State Bank ATMcum-Debit (Cash Plus) card at your branch.64.000/. Dena Bank. Canara Bank.p. The Bank of Rajasthan Ltd. 27 .at Point of Sale (POS) terminal for debit transactions Combined daily limit of Rs 75. Apply for your card If you already have a Savings Bank or Current Account with us. Indian Bank.

WITHDRAWAL LIMIT: i) Cash Withdrawals (per day) : India Minimum Rs. 100 Abroad Depends on the Bank whose ATM is being used Maximum Rs. 1. 45000 US$1000 or equivalent ii) Transaction at POS (per day) : India Maximum Rs.00. 145000 in India and equivalent to US$ 2000 abroad (subject to compliance with the RBI and Exchange Control/ FEMA Regulations) TRANSACTION COSTS: - 28 .000 Abroad US$1000 or equivalent Maximum permitted aggregate utilization in a day is Rs.

will be recovered from the second year of issue. 50/. 50/. 25/.* Fees : The State Bank Cash Plus International Card is available for one time joining fee of Rs 200/-.* Rs. 150/.* Rs. 12/.p.a. STATE BANK INTERNATIONAL ATM-CUM-DEBIT CARD 29 .* Cash Withdrawal Balance Inquiry Rs.The Card holder's account is liable to be debited with the following fees.* Rs. 12/.15/. Annual maintenance fee of Rs.* / Master Card/ Cirrus network (Abroad) (C) Rs. if the transaction is made at an ATM owned by bank other than SBI and its Associates: - Type of transaction Transactions at Transactions at Transactions at ATMs of Banks under ATMs of other Banks ATMs under Maestro arrangements for Bilateral Sharing of ATM Network (A) under Maestro / Master Card/ Cirrus network (In India) (B) Rs.

200/Daily limit of US $ 1000 or equivalent at the ATM and US $ 1000 or equivalent at Point of Sale (POS) terminal for debit transaction • Purchase Protection*up to Rs.000 ATMs and 7 million POS. worldwide.20.and Personal Accident cover*up to Rs.Eligibility: All Saving Bank and Current Account holders having accounts with networked branches and are: • 18 years of age & above Account type: Sole or Joint with “Either or Survivor” / “Anyone or Survivor” NRE account holders are also eligible but NRO account holders are not.00. 150+ Service Tax per cash withdrawal Rs. displaying Cirrus logo All State Bank Group and tie-up banks’ ATMs. 5000/.000/Charges for usage abroad: Rs. and ATMs & POS in India displaying Master Card/ Maestro / Cirrus logo 30 . • Acceptability: Card can be used at: • • More than 8. 15 + Service Tax per enquiry. 2. • • Benefits: • • • • Convenience to the customers traveling overseas Can be used as Domestic ATM-cum-Debit Card Available at a nominal joining fee of Rs.

31 .

COMPANY PROFILE PUNJAB NATIONAL BANK 32 .

PROFILE 33 .

049 crore. The bank enjoys strong fundamentals. insurance business. PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has the 2nd largest network of branches (4589 including 322 extension counters). PNB has achieved significant growth in business which at the end of March 2008 amounted to Rs 2. PNB has always looked at technology as a key facilitator to provide better customer service and ensured that its ‘IT strategy’ follows the ‘Business strategy’ so as to arrive at “Best Fit”. Apart from offering banking products. anywhere" banking to its clients.000 crore. The 34 . Today. etc.11% & agriculture credit to net bank credit at 18. Since its humble beginning in 1895 with the distinction of being the first Indian bank to have been started with Indian capital. A pioneering effort of the bank in the use of IT is the implementation of Core Banking Solution (CBS) which facilitates “any time. During the FY 2007-08. PNB has implemented CBS in 3503 service outlets at around centers to facilitate "anytime. maintaining its number ONE position amongst its peers. PNB has continued to retain its leadership position among the nationalized banks. The bank’s Return on Assets at 1.With over 37 million satisfied customers and over 4589 offices. the bank achieved a net profit of Rs 2. any where” banking. PNB has remained fully committed to its guiding principles of sound and prudent banking. with 43% share of low cost deposits.94% was also higher than the respective national goals of 40% & 18%.99. large franchise value and good brand image. bullion business.During the FY 2007-08.15% was also the highest. The bank has made rapid strides in this direction and achieved 100% branch computerisation.85959 crore. Besides being ranked as one of India's top service brands. with assets of more than Rs 1. Gold coins & asset management business.its’ ratio of priority sector credit to net bank credit at 44. the bank has also entered the credit card & debit card business.

a branch at Kabul (Afghanistan) and a subsidiary at London (UK) and a branch at Hongkong. making available a pool of additional 21. In particular. payment of bills of utilities. Nepal. Dubai (UAE) & Shanghai (China) . the bank has already set up representative offices at Almaty (Kazakhstan). In order to increase its international presence. As a tribute to its consistent business growth. ‘The Banker’ listed PNB at 255th place. a publication of the London based Financial Times. Further the leading international Credit Rating index provider. Work on assessing potential at other international centers is progressing.500 ATMs throughout the country to its customers. the bank has retained its NUMBER ONE position among the nationalized banks in 35 . PNB has won ‘Bank of the Year’ Award in Nepal (2006) by ‘The Banker’. Backed by strong domestic performance. The bank also has a joint venture with Everest Bank Ltd. Financial Performance: Punjab National Bank continues to maintain its frontline position in the Indian banking industry. improved assets & attractive returns to shareholders in the joint venture. the bank has installed more than 1516 ATMs and entered into ATM sharing arrangement with other banks & IDRBT. Amongst Top 1000 Banks in the World. purchase of airline tickets etc. Standard & Poor’s (2006) listed PNB. with 20 per cent equity participation. With PNB’s management. EBL has become one of the leading banks in Nepal. amongst the 300 World companies & 7 Indian companies.bank has also been offering Internet banking services to the customers of CBS branches like booking of tickets. the bank is planning to realize its global aspirations. (EBL). Towards developing a cost effective alternative channels of delivery. which are expected to emerge as challengers to the world’s leading blue chip companies.

43 60413 74627 96597 163580 194312 Awards 36 .terms of number of branches.23 CAGR (%) 15.45 236457 20.91 4. operating and net profit in the year 2006-07. The performance highlights of the bank in terms of business and profit are shown below: (Rs Crore) Parameters Gross Profit Net Profit Deposits Advances Business March 05 2404 1410 103167 March 06 2917 1439 119685 March 07 3231 1540 139860 26.50 16.

Awards & Achievements of Punjab National Bank in Recent Times at the IDRBT Banking Technology awards "Best IT Team of the Year for the year 2005-06. Finacle & TFCI 37 . in SSI Lending Banking Technology Awards 2004 2003. Award" for Change Management for the year 2005SKOTCH Challenger Award 06 Best IT User in Banking & by NASSCOM in partnership with Financial Services Industry Economic Times 2004 for Excellence in Corporate Governance Golden Peacock Award 2005 by Institute of Directors FICCI's Rural Development for Excellence in Rural Development .2004 & 2005 National Award for Excellence Ranked 2nd for 4 consecutive years .2002.2005 Award Skotch Challenger Award for Exemplary use of Technology Golden Peacock National for becoming a pioneer in Public Banks 2005 by Institute of Directors Training . 2004 & 2005 Jointly Adjudged by IBA.

Runner up in 'Best IT Team of the Year Award 2005' Money Outlook Award .C Nielson Survey. 2002 & 2003 Niryat Bandhu Gold Trophy by Federation of Indian Exporters Organization (FIEO) by the leading Financial Daily The Economic Times. London July 2005 Banks 38 . January 2006 323rd Rank in the World 368 amongst Top 1000 Global The Banker. June 2005 A.2004 Runner up in 'Best Bank (public Sector) of the year Award' -2005 for excellence in export perforamnce for 3 consecutive years 2001. The Economic Times 21st Amongst Top 500 Companies 9th amongst India's Top 50 Most Trusted Service Brands Dec 2004 3rd Rank amongst Banking Sector in India The Bankers' Almanac.

Debit Card PNB INTRODUCES ADD-ON DEBIT CARD :- Share the convenience of PNB Debit card with your loved ones . The tranasactions done by add-on cardholders will automatically get debited to the account of the primary cardholder who shall be responsible for all the transactions made by Add On card holder/s. 39 . Issuance of Debit Card from Call centre :"CBS branches customers of our Bank may also get PNB Debit Card simply by contacting our All India Call Center over phone at the following no's :- 1800 180 2222 Toll free 0124-2340000 Accessible from mobile also.and dependent children not below 18 years. PNB Customers of CBS branches can get two add-on cards alongwith his own Debit card for free. The add-on card can be issued in the name of spouse.The person you are gifting the card to does not necessarily has to be an account holder with PNB.The add-on cardholders like the main cardholder will also be covered for accidental death insurance of Rs. 1 lac subject to certain terms and conditions.Simply gift them add-on card . dependent parents.

It is thus an ATM-cumShopping Card.000 “Maestro” Merchant locations and over 4200 MasterCard ATM’s across 70 cities. Debit Cards can be used to withdraw cash through ATMs as well as used by the customers at over 45000 merchant establishments accepting Maestro Debit Card for shopping purposes. It is a four digit numerical number. while accessing their funds with the bank • • PIN can be changed at all PNB networked ATMs Initially available to account holders of CBS branches that are networked 40 . A few aspects of Bank’s Debit Card are highlighted as under: • • Valid in all Maestro and Cirrus Acceptance Marks. It is ATM-cum-Debit card having “Maestro” branding which is sub-brand of MasterCard International.ATM Sharing Arrangements PNB Debit Card is purely an on-line product. Personal Identification Number (PIN) is the key security feature of the Debit Card. • Wide acceptance at both Merchant Locations (including Utility bill payment) and ATM locations across India • A PIN (Personal Identification Number) based magnetic Stripe Card which provides the safety and security to customers. Acceptance in India at over 32. PNB Debit Card bears ‘Maestro’ logo on the front and ‘Cirrus’ logo (for ATM usage) on the back.

A list of tie-ups is available • All POS transactions (shopping transactions) are also free PNB Debit Card is an International card.15. Limit is equal to the available funds in the customers’ account. The charges for International transactions are as follows: Cash Withdrawal .per transaction Balance Enquiry. Travel Gin.Rs. Initially Rs.000 by way of point of sale (POS) transactions per day are permitted • Card validity .Rs. It can be used all over the world on ATMs displaying Cirrus Logo and merchant establishments displaying Maestro logo. Hans.Till the customer holds the account Bank has tied up with Reputed Corporate and Local Merchants to provide discounts on usage of card for payment through Debit Card.25. to quote few are like Escorts. Corporate from the entire spear are covered. 15/. Max Health Care. Cox and Kings. Apollo. Holyday INN. Oriental Bank of Commerce 41 .000 cash withdrawals and Rs. 150/.per transaction ATM Sharing Arrangements MITR Shared ATM Network: The list of members under this arrangement: 1.• • It is offered absolutely FREE No pre-set limit on the card. Park.

Karur Vysya Bank Ltd. IndusInd Bank 5.02. 4. Dena Bank 7. Corporation Bank 6. Citi Union Bank 5.Rs. Allahabad Bank 2. 17/.2. Bank of Baroda 4.2008 NFS ATM Sharing Arrangement: The list of member banks under this arrangement: 1. IDBI Bank 10. 01.per transaction Revised charges applicable to Debit Card w. Oriental Bank of Commerce 42 .f. Development Credit Bank 8. 5/. Indian Bank 3. UCO Bank Charges applicable: Cash Withdrawal .e. Andhra Bank 3. ICICI Bank 9.per transaction Balance Enquiry.Rs.

The Karur Vysya Bank 16.Rs. YES Bank Charges applicable: Cash Withdrawal .per transaction 43 . 10/. The South Indian Bank 17.per transaction PNB~SBI Bilateral ATM Sharing arrangement: Charges applicable: Cash Withdrawal . 22/.11.per transaction Balance Enquiry. The Karnataka Bank 15. Tamilnadu Merchantile Bank 12 .Rs. 12/. The Jammu & Kashmir Bank 14.Rs.Rs.The Dhanalakshmi Bank 13. The United Western Bank 18.per transaction Balance Enquiry. 24/.

Debit Card facility shall be extended to the individual customers only. 44 . having Savings Bank Account and Current Account. 15. This shall mean and include personal loans extended to individual customers in the form of a regular overdraft limit such as clean overdraft facility or overdraft facility against FD/NSCs/LICs etc. Debit cards shall also be issued to individual customers having overdraft facility. New customers who open their accounts after introduction of the Debit Card shall also be eligible for the issue of Debit Cards at the time of opening the account itself.00 for Balance Enquiry from our customers for making ATM transactions in EBL's ATMs in Nepal.PNB-EBL (Everest Bank Ltd) ATM Sharing Arrangement: PNB will charge Indian Rupees 50. Existing ATM Cardholders who have done at least one transaction during the immediately proceeding quarter. Branches eligible to issue Debit Cards: Initially Debit Cards are issued to the customers of CBS branches only. All the CBS branches are eligible to issue Debit Cards to their customers Who is eligible for PNB Debit Card: All existing customers who are maintaining minimum balance and who regularly operate their account shall be eligible for the issuance of Debit Card.00 only for cash withdrawal and Rs. where operations through cheques are permitted. which is in the nature of a personal loan.

Debit Card can be issued in Joint Accounts with “Either or Survivor”/”Former or Survivor” mandate. 45 . In joint Accounts where account has to be jointly operated Debit Card shall not be issued unless mandate for operation of account is changed to “Either or Survivor” or “Former or Survivor” basis. In “Either or Survivor” accounts cards can be issued to both the account holders whereas in “Former or Survivor” accounts card can be issued only to the Former.

RESERCH METHODOLOGY 46 .

It has been assumed that sample of hundred represents the whole population 2. A research is carried out by different methodologies which have their own pros and cons. So that research result is capable of being evaluated either by researcher himself or by others. The sample size is 100. The information given by the customer is unbiased LITERATURE SURVEY: The project is based on pure findings of facts COLLECTION OF DATA: This research is solely based on primary research done by means of questionnaires targeted to respondents who primarily belong to the business and service sector. Survey has been conducted in Sitapur Region. 47 .RESEARCH METHODOLOGY Research can be defined as a systemized effort to gain new knowledge. Thus while talking about research methodologies we are not only talking of research methods but also consider the logic behind the methods. Research methodology is a way to solve research in study and solving research problems along with logic behind them are defined through research methodology. We are in context of our research studies and explain why it is being used a particular method or technique and why the others are not used. ASSUMPTIONS: 1.

EXECUTION OF PROJECT It is very essential in the research process to know the accuracy of the finding’s which depends on how systematically the study has been carried out so that it can make sense. We have executed the project after prior discussion with our guide and structured in the following steps: a. This questionnaire was primarily aimed to respondents who belong to the service and business class people d. Sampling Methods: A sample is the representative of the populations which will predict the behaviors of the whole universe b. The sampling size put under 2 categories: Probability Sampling and Non Probability Sampling. The focal point of the designing the questionnaire was to comprehend the current investment scenario c.a. Preparation of a questionnaire b. The questionnaires were discussed through personal interface with the respondents 48 .

SAMPLING PLAN Relevant Population People using SBI and PNB Banks ATM cards in Sitapur City. personally by the research team. Questionnaire A questionnaire will be administered to the current ATM users of various banks in Sitapur. The questionnaire will contain not more than 20 questions. Personal data of the respondents will be collected through additional questions at the end of the questionnaire.Research Design Exploratory Information pertaining to ATM usage in Sitapur will be collected from various banks. Information will also be collected from customers using ATM facility and their attitude towards the same will be studied. Concerned persons at various banks will be interviewed. Sample Size Sample of 100 will be taken from Sitapur City 49 .

The sampling size put under 2 categories: Probability Sampling and Non Probability Sampling. Survey has been conducted in Sitapur Region.METHODOLOGY OF STUDY: Research can be defined as a systemized effort to gain new knowledge. Research methodology is a way to solve research in study and solving research problems along with logic behind them are defined through research methodology. So that research result is capable of being evaluated either by researcher himself or by others. Thus while talking about research methodologies we are not only talking of research methods but also consider the logic behind the methods. 50 . Sampling Methods: A sample is the representative of the populations which will predict the behaviors of the whole universe d. ASSUMPTIONS: 3. It has been assumed that sample of hundred represents the whole population 4. The information given by the customer is unbiased LITERATURE SURVEY: The project is based on pure findings of facts COLLECTION OF DATA: This research is solely based on primary research done by means of questionnaires targeted to respondents who primarily belong to the business and service sector. A research is carried out by different methodologies which have their own pros and cons. We are in context of our research studies and explain why it is being used a particular method or technique and why the others are not used. c. The sample size is 100.

We have executed the project after prior discussion with our guide and structured in the following steps: e. The questionnaires were discussed through personal interface with the respondents 51 . This questionnaire was primarily aimed to respondents who belong to the service and business class people h. Preparation of a questionnaire f.EXECUTION OF PROJECT It is very essential in the research process to know the accuracy of the finding’s which depends on how systematically the study has been carried out so that it can make sense. The focal point of the designing the questionnaire was to comprehend the current investment scenario g.

personally by the research team.Research Design Exploratory Information pertaining to ATM usage in Sitapur will be collected from various banks. Sample Size Sample of 100 will be taken from Sitapur City 52 . SAMPLING PLAN Relevant Population People using SBI and PNB Banks ATM cards in Sitapur City. Questionnaire A questionnaire will be administered to the current ATM users of various banks in Sitapur. Information will also be collected from customers using ATM facility and their attitude towards the same will be studied. Concerned persons at various banks will be interviewed. Personal data of the respondents will be collected through additional questions at the end of the questionnaire. The questionnaire will contain not more than 20 questions.

FINDING & ANALYSIS 53 .

22% in PNB.Finding and Analysis Q1. Do you have account in Table 1 State Bank of India Punjab National Bank Both Others 38 % 22 % 19 % 21 % 21% 38% State Bank of India Punjab National Bank Both 19% Others 22% Interpretation 38% of the respondent had account in State Bank of India. 19% in Both banks and 21% in other Banks. 54 .

.Q2. 55 . Do you have ATM Services with your account? Table 2 Yes No 68 % 22 % 24% Yes No 76% Interpretation 68% of the respondent had ATM service with their account while others do not had this facility with account.

Table 3 Which of these is the most important reason for possessing ATM card/s? Bank offered Free For emergency purpose Availability of many ATM centres 24 hour accessibility 31 % 35 % 23% 20 % 11% 31% 23% Bank offered Free For emergency purpose Availability of many ATM centres 24 hour accessibility 35% Interpretation 31% of the respondent said they use ATM as it is free service of Bank.Q3. Q4 How frequently do you use ATM card in a week? 56 . and rest said they use due to 24 hour accessibility. 35% of the respondent said that they use ATM for emergency purposes. 23% of the respondent said that they use ATM due to their availability.

35% use ATM 3-5 times in week while only 12% use more than 8 times a week Q5..e.Table 4 Less than 3 times 3-5 times 5 to 8 More than 8 times 20% 35% 33% 12% 12% 20% Less than 3 times 3-5 times 5 to 8 More than 8 times 35% 33% Interpretation Maximum of the respondent i. What is the purpose/s for using ATM? (Tick one or more) Table 5 57 .

Q6. Table 6 SBI Less than 5 min 20% PNB 12% How much time do you spend waiting in queue at ATM? 58 .Cash Withdrawal Balance Inquiry Balance Transfer Others 60% 30 % 2% 8% 2% 8% Cash Withdrawal 30% 60% Balance Inquiry Balance Transfer Others Interpretation 60% of the respondent use ATM for cash withdrawal while only 2% use for balance transfer.

Table 7 How long does it take to process your transaction at the ATM centre? SBI Less than 5 min 5 min to 10 min 25% 10% PNB 18% 4% 59 . Q7.e.5 min to 10 min 10 min or more 42% 38% 6% 4% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Less than 5 min 20% 12% 42% 38% SBI PNB 6% 4% 5 min to 10 min 10 min or more Interpretation Above table shows that maximum of the respondent have to wait in ATMs of SBI i. 42% for 5 min to 10 min..

10 min or more 3% 0% 30% 25% 20% 15% 10% 5% 0% Less than 5 min 5 min to 10 min 10% 4% 25% 18% SBI PNB 3% 0% 10 min or more Interpretation Most of the respondent said it take less time in transaction in SBI ATMs than PNB ATMs Q8. Have you ever been cheated our your ATM has been misused without Your permission Table 8 SBI Yes No 7% 93% PNB 0% 100% 60 .

Did you complaint for the fraud and any action taken by Bank Authority Table 9 SBI Yes No 50% 50% PNB 0% 0% 61 .120% 100% 80% 60% 40% 20% 0% SBI PNB 93% 100% 7% 0% No Yes Interpretation Only few cases of cheating or fraud with ATM was found in only SBI Bank’s ATM. Q9.

62 .60% 50% 40% 30% 20% 10% 0% 0% Yes No 0% SBI PNB 50% 50% Interpretation 50% of the fraud case with ATMs of SBI were solved and undertaken by Bank Authorities.

more) What are the additional services provided by your bank at ATM centres?(Tick one or Table 10 SBI Cash Deposit Cheque Deposit Bill Payments Phone bank Other 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% De p PNB 0% 0% 90% 0% 10% 90% 0% 0% 40% 0% 60% 60% 40% SBI PNB 10% 0% 0% os it 0% 0% en ts os it 0% 0% ba nk on e O th er ep D he qu e as h P B ill ay m C C Interpretation Only Bill Payment facility is available at ATMs of both SBI and PNB other than cash withdrawal. How much satisfied are you with your ATM service? Table 11 Ph 63 .Q10. Q11.

How much secured do you feel to use ATM card? Table 12 SBI Highly Secured Very Secured 12% 55% PNB 30% 30% 64 N ot S ry ly .SBI Highly Satisfied Very Satisfied Satisfied Less Satisfied Not Satisfied 60% 50% 40% 30% 20% 10% 0% d d Sa t is f ie fie d fie d tis fie at is tis tis fie d PNB 23% 24% 44% 4% 5% 10% 22% 48% 8% 12% 48% 44% SBI PNB 8% 4% 12% 5% 24% 23% 22% 10% Sa Sa Sa ss Le ig h Ve H Interpretation Majority of the respondents are satisfied with ATMs of both Banks. Q12.

Q.Secured Less Secured Not Secured 60% 50% 40% 30% 20% 10% 0% ed 30% 3% 0% 55% 40% 30% 30% 30% 40% 0% 0% SBI PNB 12% 3% 0% re d 0% 0% H Maximum of the respondent feel ATMs Secured. Table SBI Always Sometimes Never 34% 57% 9% PNB 10% 35% 55% Do they run out of cash frequently? Se cu re Le d ss Se cu re d N ot Se cu re d Se cu r ig hl y Ve ry Se cu Interpretation 65 . Security level for SBI is greater than PNB.

60% 50% 40% 30% 20% 10% 0% Always 10% 34% 57% 55% 35% SBI PNB 9% Sometimes Never Interpretation The table shows that SBI ATMs run out of cash often while PNB ATMs donot run out off cash so frequent. 66 .

FINDINGS 67 .

and that too at a cheap rate. • The ATM machines sometimes take a lot of time to process a transaction and therefore the customers have to wait for a long time in front of the machine and which is “irritating” according to some respondents and if possible the banks should improve the software they use and reduce the time required by the customers. • • • People want the ATM centers to be very close to their houses or place of work. They want that the bank should go ahead and bring all its functions and activities on the ATM machine. which many people want but they don’t get it and leads to their dissatisfaction and where ever it is available it is charged. The bank should provide services like balance transfer.at all its centers. banks offering ATM services and also about the people and their attitudes and perceptions towards ATM’s. cheques deposit. I have found. 68 . bill payments etc. • PNB and SBI ATM centers do not provide additional services like cash deposit.FINDINGS This project was a great experience for me and I really learnt a lot of things from this project. balance inquiry etc. People want that they should not be made to wait in queues in front of ATM centers. This project gave us the knowledge and information about ATM machines.

But they still insisted that the number should be increased to give enhanced service and satisfaction to its customers. • People were happy to say that the PNB and SBI ATM center provides the currency in the denomination they want and this was as good as dealing with the cashier of the bank where you can tell him which denomination you want. About 49% of the respondents said that it never runs out of cash. • Another good finding from this survey was that the ATM centers of PNB and SBI bank rarely run out of cash even though it is one of the largest used ATM centers.• I have also found in this survey that many of the respondents felt that they were feeling secured using the PNB and SBI ATM card services and this has led to increased satisfaction level of these respondents which is a good sign. • I also conclude from this survey that the almost 70% people are satisfied with the number and location of the PNB and SBI ATM centers. 69 .

CONCLUSION 70 .

The following are the features available on SBI and PNB Banks ATMs.on a single day from his account. which a customer can choose from. In this.at one time.CONCLUSION As part of its 'Clicks and Bricks' strategy. SBI and PNB Banks’s network of 24 hr ATMs is one of the largest and most widespread ATM Networks in India. which interact with customers in local languages for further convenience.25.000/. which can be accessed from anywhere at anytime. Banks ATMs are conveniently located in Commercial areas.3000/. ATMs. IT has also introduced ATMs. residential localities. the Fast Cash option shows prefixed amounts. call centers and Internet banking. and Ultra Fast Cash option to withdraw Rs. which are conveniently accessible to customers. Major Petrol Pumps and Airports. The SBI and PNB Banks ATMs feature user-friendly graphic screens with easy to follow instructions. • Balance Enquiry: 71 . Near Railway Stations and other places. The branch network including extension counters presently covers many locations across India. • Cash Withdrawal: A customer can withdraw upto Rs. both SBI and PNB Banks have developed multiple access channels comprising lean brick and mortar branches.

Customer can know the ledger balance and available balance with his account. • Mini Statement:

Customer gets a receipt printout of his last 8 transactions and the balance. • Deposit Cash / Cheques:

Available in all full function ATMs, customers can deposit both cash and cheques in the ATM. Cash deposited in ATMs will be credited to the account on the same day and cheques sent for clearing on the next working day. • Funds Transfer:

Customer can transfer funds from one account to another linked account in the same branch. • PIN Change:

The Customer Change the Personal Identification Number (PIN) of the ATM or Debit card. • Payments:

This is the latest feature on Banks ATMs, it’s functionality can be used for payment of bills, donating to temples / trusts or making airtime recharges for prepaid mobile phones.

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RECOMMENDATIONS & SUGGESTIONS

73

RECOMMENDATIONS & SUGGESTIONS
The findings and the conclusions reveal that there is a lot of changes which can be brought about to improve the perception and satisfaction of the customers towards PNB and SBI banks ATM centers. I recommend that, • PNB and SBI bank should increase the number of ATM centers and at strategic positions.

Software used by the bank should be updated and fast so that people are not made to wait in the queue.

PNB and SBI bank can bring all its services on the ATM machines.

Facilities like cash deposit should also start at the ATM centers.

To increase the customer base and the customer satisfaction the ATM facility should be made as secured and safe as possible. PNB and SBI ATM is one of the safest but still there is scope for improvement.

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LIMITATIONS

75

• Shortage of time is also reason for incomprehensiveness. • The sample was collected using connivance-sampling techniques. 76 . As such result may not give an exact representation of the population.LIMITATIONS OF THE STUDY • Research work was carried out in Sitapur city only the finding may not be applicable to the other parts of the country because of social and cultural differences. The views of the people are biased therefore it doesn’t reflect true picture.

BIBLIOGRAPHY 77 .

: www.pnb.org 78 .BIBLIOGRAPHY Philip Kotler : Principle of marketing practice Hall of India Pvt. Ltd.com www. Kothari : Research methodology Vishwa Prakashan New Delhi.statebankofindia. C.in www.wikipedia.co. News paper Internet : Hindustan Times.R.

ANNEXURE 79 .

)Less than 3 times c. What is the purpose/s for using ATM? (Tick one or more) a)Cash withdrawal c) Balance Transfer b)Balance enquiry d) Other (Specify)______________ Q7.QUESTIONNAIRE Name___________________________________________________________ Address_________________________________________________________ Age __________________________ Profession ________________________ Q1. How long does it take to process your transaction at the ATM centre? Less than 5 mins 5 mins to 10 mins 10 mins or more Q9.) Availability of many ATM centres e) Others (specify) ________________ b) For emergency purpose d. How much time do you spend waiting in queue at ATM? Less than 5 mins 5 mins to 10 mins 10 mins or more Q8. Which of these is the most important reason for possessing ATM card/s? (Tick one or more) a.)5 – 8 times b. Have you ever been cheated our your ATM has been misused without Your permission Yes No 80 .)3 – 5 times d. Do you have account in a) PNB c) Both Q2.)More than 8 times Q6.) Bank offered Free c.) 24 hour accessibility Q4 How frequently do you use ATM card in a week? a. b) SBI d) Others _______________ (specify) Do you have ATM Services with your account a) Yes b) No Q3.

Are you satisfied with the locations of ATM centres provided by your bank? Highly Satisfied Less satisfied Very satisfied – Not Satisfied Satisfied- Q16. What extra facilities do you expect from an ATM centre? Please specify____________________________________ Signature of respondent 81 . Do the ATM centres provide the denominations of currency you require? a) Always Q17. How much satisfied are you with your ATM service? Highly Satisfied Less satisfied Q13. Did you complaint for the fraud and any action taken by Bank Authority Yes No Q11. Are you satisfied with the number of ATM centres provided by the bank? Highly Satisfied Less satisfied Very satisfied – Not Satisfied Satisfied- Q15.19. b) sometimes c) never Do they run out of cash frequently? a)Always b) sometimes c)never Q18. Very satisfied – Not Satisfied Satisfied- How much secured do you feel to use ATM card? Highly secured Less secured Very secured – Secured Not secured - Q14. What according to you are the shortcomings of your bank ATM centre? __________________________________________________________ Q. What are the additional services provided by your bank at ATM centres?(Tick one a) Cash Deposit or more) b) Cheque Deposit c) Bill Payments d) Phone bank e) Other (specify)_____________ Q12.Q10.

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