“A STUDY ON POPULARITY OF DIFFERENT UTILITIES OF ATM

CARDS”

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

ALBIN BABU
(CCASBCM107)

Under the supervision of

Ms. JISHA C.L

DEPARTMENT OF COMMERCE

CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

MARCH 2021
 CHRIST COLLEGE (AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY ON POPULARITY

OF DIFFERENT UTILITIES OF ATM CARDS” is a bonafide record of
project done by ALBIN BABU, Reg. No. CCASBCM107, under my guidance and
supervision in partial fulfillment of the requirement for the award of the degree of
BACHELOR OF COMMERCE and it has not previously formed the basis for any
Degree, Diploma and Associateship or Fellowship.

Prof. K.J.JOSEPH Ms. JISHA C.L

Co-ordinator Project Guide
 DECLARATION

I, ALBIN BABU, hereby declare that the project work entitled “A STUDY ON
POPULARITY OF DIFFERENT UTILITIES OF ATM CARDS” is a
record of independent and bonafide project work carried out by me under the supervision
and guidance of Ms. JISHA C.L, Assistant Professor, Department of Commerce, Christ
College, Irinjalakuda.

The information and data given in the report is authentic to the best of my knowledge.
The report has not been previously submitted for the award of any Degree, Diploma,
Associateship or other similar title of any other university or institute.

Place: Irinjalakuda ALBIN BABU

Date: CCASBCM107
 ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all people who
have helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose divine
guidance; I have been able to complete this work successfully.

I would like to express my sincere obligation to Rev.Dr. Jolly Andrews, Principal-in-

Charge, Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof. K.J.Joseph, Co-ordinator of B.Com (Finance), for providing proper

help and encouragement in the preparation of this report.

I am thankful to MR. Lipin Raj, Class teacher for her cordial support, valuable
information and guidance, which helped me in completing this task through various
stages.

I express my sincere gratitude to Ms. Jisha C.L, Assistant Professor, whose guidance and
support throughout the training period helped me to complete this work successfully.

I would like to express my gratitude to all the faculties of the Department for their
interest and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my college for
their wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in completing this
report successfully.
 TABLES OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO:

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 1–3

CHAPTER 2 REVIEW OF LITERATURE 4–6

CONCEPTUAL REVIEW OF
CHAPTER 3 7 – 11
LITERATURE

DATA ANALYSIS AND

CHAPTER 4 12– 29
INTERPRETATION

FINDINGS, SUGGESTIONS &

CHAPTER 5 30– 31
CONCLUSION

BIBLIOGRAPHY 32

ANNEXURE 33-34
 LIST OF TABLES

TABLE
TITLE PAGE NO:
NO:

Table showing medium of knowledge of ATM uses

4.1 12

Table showing ATM cards owned by the

4.2 respondents 13

Table showing ATM cards owned by the

4.3 respondents 14

Table showing factors that influenced the

4.4
respondents to opt for ATM cards from the 15
particular bank

Table showing which time ATM cards required

4.5 16
most

Table showing when the ATM cards term for usage

4.6 17

Table showing whether the respondents faced any

4.7 18
problems by using ATM cards

Table showing the comparison of respondents

4.8 ATM card with other bank’s ATM 19

Table showing whether the respondents are aware

4.9 20
of the services

Table showing whether the respondents are aware

4.10 21
of the services
4.11 Table showing satisfaction of respondents by using 22
ATM services for their personal needs
 Table showing why the respondents have ATM
4.12 cards 23

Table showing the mostly used service of ATM

4.13 cards by respondents 24

Table showing the usage ATM cards by

4.14 respondents in a month 25

Table showing the additional service availed by the

4.15 ATM cards 26

Table showing whether the ATM service is good

4.16 and hassle free 27

Table showing the satisfaction of respondents by

4.17 the charges by ATM cards 28

Table showing the suggestions provided by the

4.18 respondents for improvement ATM service 29

\
 LIST OF CHARTS

FIGURE
TITLE PAGE NO:
NO:

Chart showing medium of knowledge of ATM uses

4.1 12

Chart showing ATM card owned by the respondents

4.2 13

Chart showing whether the ATM facility is available

4.3 to the respondents 14

Chart showing factors that influenced the

4.4
respondents to opt for ATM cards from the 15
particular bank

Chart showing which time ATM cards required most

4.5 16

Chart howing when the ATM cards term for usage

4.6 17

Chart showing whether the respondents faced any

4.7 problems by using ATM cards 18

Chart showing the comparison of respondents ATM

4.8 card with other bank’s ATM 19

Chart showing whether the respondents are aware of

4.9 the services 20

Chart showing which service the respondents use

4.10 more 21
 Chart showing satisfaction of respondents by using
4.11 ATM services for their personal needs 22

Chart showing why the respondents have ATM cards

4.12 23

Chart showing the mostly used service of ATM cards

4.13 by respondents 24

Chart showing the usage ATM cards by respondents

4.14 in a month 25

Chart showing the additional service availed by the

4.15 ATM cards 26

Chart showing whether the ATM service is good and

4.16 hassle free 27

Chart showing the satisfaction of respondents by the

4.17 28
charges by ATM cards

Chart showing the suggestions provided by the

4.18
respondents for improvement ATM service 29
 CHAPTER – I

INTRODUCTION
1.1 Introduction

ATM card is a document. That enables an individual to withdraw cash at specified

branches through debit to their saving or current accounts by use of Automatic Teller
Machines. As these cards are operated through "Automatic Teller Machine", they are
known as ATM cards. Some banks are offering ATM cards, free of cost to their saving
and current account holders.
In general sense, ATM is known as ANY TIME MONEY, since this facility is
available for 24 hours a day and also on holidays and non-banking hours. They are
located not only at specified bank branches but also at other busy places such as shopping
complexes, restaurants, hospitals, Petrol bunks etc. Having to withdraw from our own
assets, there is no fear of overspending like credit card.
In the case of bank, cash withdrawals have to be done at the same branch where
the customers deposit cash. But the ATM card can be carried anywhere and can be used
in any part of the country and over sometimes any part of the world when the issuer of
the card has the facility of international acceptant
The introduction of the ATM cards brought up dramatic changes in withdrawing
money. The nationalized banks, private sector banks and foreign banks are playing an
important role drawing a number of people to become ATM cardholders through
different facilities, and so the number of ATM cardholders is increasing and is expected
to increase much more.
The State Bank of India (SBI) is the largest nationalized bank in India and also one of the
biggest corporations in the world. State Bank of India is one the largest employers and
the most trusted bank in India. At present, SBI has 159 computerized banks and 112743
listed branches. There are 58,500 above ATMs SBI had.
You can use your card at any Multi-link banking outlet nationwide, and it is
simple to use, with clear instructions provided by the ATM. The card is secure as well. If
it is ever lost or stolen, your account funds and information remain confidential and
protected. In addition to easy and safe access to your cash, your ATM card allows you

1
unlimited access to your account information at any time convenient to you. You can also
check your balance before all withdrawal transactions.

1.2 Statement of problem

In this project “Popularity of different utilities of ATM cards" aims that how the ATM
card become very popular in these days.

In this new world, ATM card is very popular in youngsters for different uses. Because it
is entirely different from older version of banking system. Using ATM cards, the people
can handle their money without carrying. . They feel very safe and secure because they
can deal their own money without any help of other third party. So this project belongs to
how the people use ATM cards in their daily life for different purpose and how they
utilized its benefits.

1.3 Objectives of the study

1. To know the customer preference towards ATM cards
2. To know the usage and awareness of ATMs among the customer.
3. To know the customer satisfaction of the ATM users.
4. To make suggestions regarding the product improvement and service.

1.4 Research design-

1.4.1 Nature of study:-This is a descriptive study

1.4.2 Nature of data:-Primary and secondary data is used in the study

1.4.2 Sources of data:-

A. Primary data: Two separate questionnaires, one for users and another for non-
users, are designed and used for data collection. The data are collected personally
by contacting the users and non-users.
B. Secondary data: Secondary data is also collected for the purpose of study. The
sources of secondary data are news paper, magazines, and books.

2
1.5 Sample design
1.5.1 Nature of population:-B.com graduates in Christ College, Irinjalakuda

1.5.2 Sample unit:-Commerce students in Christ college (Autonomouds) Irinjalakuda

1.5.3 Method of sampling:-Convenient sampling method is used for the study.

1.5.4 Size of sample:-The sample size for the study limited to 50.

1.6 Tools for analysis

Percentage analysis is used for analyzing the data. Tables and charts are used for the
presentation of the data.
1.7 Limitation
1. Main limitation of the project is the sample size.
2. Analysis of the data, generated from the questionnaire is done on the assumption
that the respondents divulged correct information.
3. Questionnaire may produce errors because of the different meanings attached by
the different groups of people to the same question, which leads to
misinterpretation of the data.

1.8 Chapterisation
Chapter I – Introduction and research methodology

Chapter II – Review of literature

Chapter III – Conceptual review of literature

Chapter IV – Data analysis and interpretations

Chapter V – Findings, suggestions and conclusion

3
 CHAPTER – II

REVIEW OF LITERATURE

4
2.1 Review of literature

• Vijay M. Kumbhar (2011): the main purpose of the study, to find the key
factors that influence the customer satisfaction of ATM services provided by
public and private sector banks. This study is based on primary data through the
regression analysis. The study found that cost effectiveness, easy to use and
responsiveness has significantly influenced the overall customers’ satisfaction of
ATM services. Also, private commercial banks provide more satisfactory services
to customers.
• Muhammad Asif Khan(2010): the research finds that convenience efficient
operation, security and privacy, reliability and responsiveness are significant
dimensions of ATM service quality and that factors positively and strongly
influence the customers satisfaction of ATM service.
• Cabas (2001): noted that investment opportunities, reduction in costs,
satisfaction of customers and Competitiveness as motives to install and add new
ATMs to the existing network.
• Parvin and Hossain (2010): a study conducted on satisfaction of debit card users
in Bangladesh. Their study concluded that generally users of debit cards are
satisfied. A number of cases, users are satisfied like availability of taka in
ATM booths but in the question of network services users are not satisfied. They
also reveal that if a bank is able to improve the problem of network services and
solving problems related to debit cards then banks can fully satisfy their debit card
users. This helps to retain the debit card holders and maximize the profit of the
bank.
• According to Castleberry and Resurreccion (1989): the physical location of
banks‟ delivery channels influence perception of customers about quality.
Consistent delivery of services, physical dimensions and staff interaction with
customers, trustworthy processes and procedures, positively affect delivery of
services quality.

4
• Lebanc (1990): in a study of ATM users in Canada, established that major
reasons for using ATMs were accessibility, freedom to do banking at all times,
and to avoid waiting lines. The study also found the users‟ apprehension about
the risk associated with its use and complexity of the machine in executing the
transaction. Lovelock (2000) identified a secure and convenient location, adequate
number of ATMs, user-friendly system, and functionality of an ATM.
• Shamsdouha, Chowdhury & Ahsan (2005): found that 24 hours service,
accuracy, and convenient locations were the main predictors of customer
satisfaction. The study also indicated lack of privacy in executing the transaction,
fear of safety and complexity of the machine were the major cause of concern for
the customers.
• Joseph and Stone (2003): examined the United States customers‟ perception
of ATM quality and found that user-friendly, convenient locations, secure
positions, and the numbers of ATMs provided by the banks are essential
dimensions of ATM service quality.
• Motwani D. and Shrimali D. (2012): the study addresses that the awareness
level and satisfaction of customers is the subject of ATM services. Finally,
disclose that awareness levels depend on the demographic profile of customers.
• Pijush Chattopadhy and Dr. (Smt.) S Saralelimath (2012): the study finds that
most of the customers are highly satisfied with ATM services and they understand
it is an essential tool. Notwithstanding ATM has some drawback, but it is still
preferable distribution channel for the banks and customers. Also, study outlines
banks should ensure the undisrupted and efficient operations of ATM services for
better results.
• Moutinho and Brownlie (1989): found that accessibility and location of
ATMs significantly affect users‟ satisfaction. The research found that customers
were willing to accept new offerings through ATMs. Waiting in queue to use the
ATM was the major cause of dissatisfaction among the users

5
• Howcroft (1991) : noted that dissatisfaction among customers is associated
with frequent interruptions and breakdown of ATMs. Intense competition and
technology-based new services are shaping customers' loyalty.

6
 CHAPTER – III

CONCEPTUAL REVIEW OF
LITERATURE

7
3.1 Conceptual Review

The popularity of ATM (automated teller machine) and debit cards is rising. ATM cards
have a longer history than debit cards, but the National Consumers League estimates that
two-thirds of American households are likely to have debit cards by the end of 2000. It is
expected that debit cards will rival cash and checks as a form of payment. In the future,
“smart cards” with embedded computer chips may replace ATM, debit and credit cards.
Single-purpose smart cards can be used for one purpose, like making a phone call, or
riding mass transit. The smart card keeps track of how much value is left on your card.
Other smart cards have multiple functions - serve as an ATM card, a debit card, a credit
card and an electronic cash card. While this Study Guide will not discuss smart cards,
they are on the horizon. Future consumers who understand how to select and use ATM
and debit cards will know how to evaluate the features and costs of smart cards.

Electronic banking transactions are now a part of the American landscape. ATM cards
and debit cards play a major role in these transactions. While ATM cards allow us to
withdraw cash to meet our needs, debit cards allow us to by-pass the use of cash in point-
of-sale (POS) purchases. Debit cards can also be used to withdraw cash from ATM
machines. Both types of plastic cards are tied to a basic transaction account, either a
checking account or a savings account. Some consumers confuse a debit card with a
credit card, especially when the Visa or Master Card logo appears on the card. Although
they look like credit cards, debit cards or ATM cards have nothing to do with credit.
When you use a debit card, you are using your own money from your own checking or
savings account. The word “debit” means “subtract”. Each time you use your debit card,
the amount of your purchase or withdrawal is subtracted from your checking or savings
account. Another way to think about the difference between a credit card and a debit card
is that credit cards allow you to “pay later;” with debit cards, you “pay now.” When you

7
buy something using a credit card, you receive a monthly statement listing all of your
charges and you are obligated to pay your bill by a certain date to avoid additional fees. If
you do not pay your balance in full each month, you are charged interest plus any other
applicable fees. The most popular use of ATM/debit cards is for cash withdrawals from
an automated teller machine. But debit cards are widely accepted at grocery stores,
gasoline stations, restaurants and retail stores. They offer a convenient alternative to
carrying around cash or taking along a checkbook

Automated teller machines have become our personal bankers. They allow us access to
our funds 24/7 (24 hours a day, 7 days a week). All we need is an ATM card and a
personal identification number (PIN). Some ATM machines allow us to make deposits,
check account balances, get cash, and transfer money. Other ATM machines only give
out cash and are commonly found in high-traffic areas such as convenience stores, movie
theaters and hotels. Using your ATM cards in these locations often has high transaction
fees.

Definition and Explanation

An automated teller machine (ATM) is an electronic banking outlet that allows customers
to complete basic transactions without the aid of a branch representative or teller. Anyone
with a credit card or debit card can access cash at most ATMs.
ATMs are convenient, allowing consumers to perform quick self-service transactions
such as deposits, cash withdrawals, bill payments, and transfers between accounts. Fees
are commonly charged for cash withdrawals by the bank where the account is located, by
the operator of the ATM, or by both. Some or all of these fees can be avoided by using an
ATM operated directly by the bank that holds the account.
ATMs are known in different parts of the world as automated bank machines (ABM) or
cash machines.
The first ATM appeared at a branch of Barclay's Bank in London in 1967, although there
are reports of a cash dispenser in use in Japan in the mid-1960s. The interbank

8
communications networks that allowed a consumer to use one bank's card at another
bank's ATM came later, in the 1970s.
Within a few years, ATMs had spread around the globe, securing a presence in every
major country. They now can be found even in tiny island nations such as Kiribati and
the Federated States of Micronesia
There are two primary types of ATMs. Basic units only allow customers to withdraw
cash and receive updated account balances. The more complex machines accept deposits,
facilitate line-of-credit payments and transfers, and access account information.
To access the advanced features of the complex units, a user must be an account holder at
the bank that operates the machine.
Analysts anticipate ATMs will become even more popular and forecast an increase in the
number of ATM withdrawals. ATMs of the future are likely to be full-service terminals
instead of or in addition to traditional bank tellers.

Advantages of using ATM cards

1. Quick Cash Withdrawal:
As the name suggests and is well known to all, just insert your ATM Debit Card
into the Automated Teller Machine, punch the code and the amount you want to
withdraw and you get the cash in your hands.

2. Anyone Can Have Bank Card:

All you need is a Bank Account to get a debit card cum ATM card issued to you.
This is much easier than applying for a credit card as a debit card is simply linked
to your bank account

3. Account balance inquiry:

You can check your account balance at the ATM. Also there is a facility to get a
mini statement of your bank account.

4. Account balance inquiry:

9
 You can check your account balance at the ATM. Also there is a facility to get a
mini statement of your bank account.

5. Deposit cash / cheques:

Did you miss the banking hours or are you far away from the bank branch? Now
there is no need to go to the branch to deposit cash or cheques. Just go to the
nearest ATM and do the needful. The ATM clearing times are displayed at the
ATM.

6. Request for new cheque book:

As in my case you can also make a request for a new cheque book through the
ATM 24 x 7, instead of driving down to the branch and filling in the requisition
slip.

7. Transfer funds between accounts within the same Bank:

If you are holding the ATM card then most of the banks allow you to transfer the
funds from one account to another account on a real time basis. Some banks also
let you transfer funds from your accounts to any third party provided the account
is with the same bank.

8. Pay your Utility bills:

Under this useful feature provided by most of the banks, you can make payment
for utility bills.

9. Make other payments too:

Using your ATM card you can now make payment for your Credit Card Bill, Pay
Taxes, do Mobile Phone re charge etc.

10
Disadvantages of using ATM cards

1. Fraud: Criminals can fit skimming devices and small cameras to ATMs. These
machines record account details and personal identification numbers, which the
crook uses to withdraw money from those accounts
2. Fees: Banks and machine owners draw a huge source of revenue from ATM
fees. Cardholders can usually withdraw cash for free from ATMs owned by their
bank, but typically have to pay to use machines owned by other companies.
3. Theft Risk: If you go to a bank, you're likely walking into a secured area
watched by multiple cameras or a lifeguard. Those elements encourage crooks to
keep their distance from the bank.
4. Card Retention: ATMs give, but they can also take. They can malfunction and
simply not be available when you need them.

11
 CHAPTER – IV

DATA ANALYSIS AND

INTERPRETATION

12
 TABLE 4.1

Showing medium of knowledge of ATM uses

Response No. of respondents Percentage of respondents

Television 39 78
Newspaper 2 4
At your bank 9 18
Others specify 0 0
Total 50 100
(Source: primary data)

From the table 4.1 it is clear that (78%) of the respondents know about ATMs through
television, (4%) through newspaper, (18%) through the bank.

FIGURE 4.1

Showing medium of knowledge of ATM uses

Showing medium of knowledge of ATM uses

Television
Newspapers
At your bank
Others specify

12
 TABLE 4.2

Showing ATM cards owned by the respondents

Response No. of respondents Percentage of respondents

Indian bank 8 16
SBI 16 32
ICIC 25 50
UTI 1 2
Total 50 100
(Source: primary data)

From the table 4.2 it is clear that (16%) of the respondents owns ATM card of Indian
bank, (32%) owns SBI, (50%) owns private bank, (2%) owns UTI cards.

FIGURE 4.2

Showing ATM card owned by the respondents

Showing ATM cards owned by the

respondents

Indian bank
SBI
ICIC
UTI

13
 TABLE 4.3

Showing whether the ATM facility is available to the respondents

Response No. of respondents Percentage of respondents

Yes 45 90
No 5 10
Total 50 100
(Source: primary data)

From the table 4.3 it is clear that 90% of the ATM facility is available to the respondents,
10% facility not available.

FIGURE 4.3

Showing whether the ATM facility is available to the respondents

Showing whether the ATM facility is

availiable to the rspondents

Yes
No

14
 TABLE 4.4

Showing factors that influenced the respondents to opt for ATM cards from the
particular bank

Response No. of respondents Percentage of respondents

Services 13 26
Security 12 24
Locality 4 8
More withdrawal facility 21 42
Total 50 100
(Source: primary data)

From the table 4.4 it is clear that the respondents use the ATM mostly (42%) for
withdrawal facility, (26%) of the respondents influenced by its services.

FIGURE 4.4

Showing factors that influenced the respondents to opt for ATM cards from the
particular bank

Showing factors influenced the respondents

to opt for ATM card from the particular bank

Services
Security
Locality
More withdrawal facility

15
 TABLE 4.5

Showing which time ATM cards required most

Response No. of respondents Percentage of respondents

Morning 8 16
Afternoon 11 22
Evening 26 52
Late nights 5 10
Total 50 100
(Source: primary data)

From the table 4.5 it is clear that most of the respondents use card in evening (52%) and
afternoon (22%).

FIGURE 4.5

Showing which time ATM cards required most

Showing which time ATM cards required

most

Morning
Afternoon
Evening
Late nights

16
 TABLE 4.6

Showing when the ATM cards term for usage

Response No. of respondents Percentage of respondents

Withdrawal 23 56
Accessibility 12 24
Emergency 10 20
For fashion 0 0
Total 50 100
(Source: primary data)

From table 4.6 it is clear that ATM cards term for usage in withdrawal (56%) and
accessibility (24%).

FIGURE 4.6

Showing when the ATM cards term for usage

Showing when the ATM cards term for usage

Withdrawai
Accessibility
emergency
For fashion

17
 TABLE 4.7

Showing whether the respondents faced any problems by using ATM cards

Response No. of respondents Percentage of respondents

Yes 32 64
No 18 36
Total 50 100
(Source: primary data)

From table 4.7 it is clear that 64% of the respondents faced problems by using ATM
cards.

FIGURE 4.7

Showing whether the respondents faced any problems by using ATM cards

showing whether the respondents faced any

problems by using ATM cards

Yes
No

18
 TABLE 4.8

Showing the comparison of respondents ATM card with other bank’s ATM

Response No. of respondents Percentage of respondents

Excellent 10 20
Better 25 50
Same 14 28
Worse 1 2
Total 50 100
(Source: primary data)

From the table 4.8 it is clear that (50%) of the respondents claim that their ATM is better
than other banks.

FIGURE 4.8

Showing the comparison of respondents ATM card with other bank’s ATM

Showing comparison of respondents ATM

cards with other bank's ATM

Excellent
Better
Same
Worse

19
 TABLE 4.9

Showing whether the respondents are aware of the services

Response No. of respondents Percentage of respondents

Yes 39 78
No 11 22
Total 50 100
(Source: primary data)

From table 4.9 it is clear that (78%) of the respondents are aware of the services.

FIGURE 4.9

Showing whether the respondents are aware of the services

Shows whether the respondents are aware

of the services

Yes
No

20
 TABLE 4.10

Showing which service the respondents use more

Response No. of respondents Percentage of respondents

Cash withdrawal 39 78
Cash deposit 7 14
Balance checking 3 6
Request for a cheque book 1 2
Total 50 100
(Source: primary data)

From the table 4.10 it is clear that cash withdrawal service (78%) is used by the
respondents more.

FIGURE 4.10

Showing which service the respondents use more

Showing which service the respondents use

more

Cash withdrawal
Cash deposit
Balance checking
request for a cheque book

21
 TABLE 4.11

Showing satisfaction of respondents by using ATM services for their personal needs

Response No. of respondents Percentage of respondents

Agree 30 60
Neutral 11 22
Disagree 9 18
Total 50 100
(Source: primary data)

From the table 4.11 it is clear that (60%) of the respondents are satisfied by using ATM
services for their personal needs.

FIGURE 4.11

Showing satisfaction of respondents by using ATM services for their personal needs

Showing satisfication of respondents by

using ATM services for their personal needs

Agree
Neutral
Disagree

22
 TABLE 4.12

Showing why the respondents have ATM cards

Response No. of respondents Percentage of respondents

Free of annual fees 31 62
convenience 16 32
Others 3 6
Total 50 100
(Source: primary data)

From the table 4.11 it is clear that respondents mostly choose ATM cards because of free
of annual fees.

FIGURE 4.11

Showing why the respondents have ATM cards

Showing why the respondents have ATM

cards

Free of annuual fees

Convenience
Others

23
 TABLE 4.13

Showing the mostly used service of ATM cards by respondents

Response No. of respondents Percentage of respondents

Purchasing travel tickets 6 12
Pay bills or make utility 14 28
payments
Deposit 7 14
Withdrawal 23 46
Total 50 100
(Source: primary data)

From the table 4.13 (46%) uses the withdrawal service and (28%) uses payment of bills
service.

FIGURE 4.13

Showing the mostly used service of ATM cards by respondents

Showing the mostly used service of ATM

cards by respondents

Purchasing travel tickets

Pay bills or make utility

payements
Deposit

withdrawal

24
 TABLE 4.14

Showing the usage ATM cards by respondents in a month

Response No. of respondents Percentage of respondents

5 to 10 times 32 64
10 to 20 times 22 24
20 to 50 times 5 10
Never 1 2
Total 50 100
(Source: primary data)

From the table 4.14 it is clear that 5 to 10 times respondents use the ATM services.

FIGURE 4.14

Showing the usage ATM cards by respondents in a month

Showing the usage of ATM cards by

respondents in a month

5 to 10 times
10 to 20 times
20 to 50 times
Never

25
 TABLE 4.15

Showing the additional service availed by the ATM cards

Response No. of respondents Percentage of respondents

Account information 20 40
Pay bill 24 48
Recharge prepaid card 6 12
Total 50 100
(Source: primary data)

From the table 4.15 it is clear that payment of bills and account information is availed
service by the respondents.

FIGURE 4.15

Showing the additional service availed by the ATM cards

Showing the additional service availed by the

ATM cards

Account information
Payment of bills
Recharge prepaid card

26
 TABLE 4.16

Showing whether the ATM service is good and hassle free

Response No. of respondents Percentage of respondents

Satisfied 23 46
Neutral 27 54
Dissatisfied 0 0
Total 50 100
(Source: primary data)

From the table 4.16 it is clear that every respondent is happy with ATM services.

FIGURE 4.16

Showing whether the ATM service is good and hassle free

Showing whether the ATM service is good

and hassle free

Satisfied
Neutral
Dissatisfied

27
 TABLE 4.17

Showing the satisfaction of respondents by the charges by ATM cards

Response No. of respondents Percentage of respondents

Yes 20 40
No 23 46
Maybe 7 14
Total 50 100
(Source: primary data)

From the table 4.17 it is clear that respondents are partially happy or unhappy with the
charges.

FIGURE 4.17

Showing the satisfaction of respondents by the charges by ATM cards

Showing the satisfaction of respondents by

the charges by ATM cards

Yes
No
Maybe

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 TABLE 4.18

Showing the suggestions provided by the respondents for improvement ATM service

Response No. of respondents Percentage of respondents

Try to make cash available 21 42
all time
Provide service in local 19 38
areas
Service charges are high 10 20
Total 50 100
(Source: primary data)

From the table 4.18 it is clear that all these points have to be solved, availability of cash
(42%), service in local areas (38%) have to be checked.

FIGURE 4.18

Showing the suggestions provided by the respondents for improvement ATM service

Showing the suggestions provided by the

respondents for the improvement of ATM
service

Try to make cash available all

time
Provide service in local areas

Service charges are high

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 CHAPTER – V

FINDINGS, SUGGESTIONS &

CONCLUSION

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5.1 FINDINGS

1. Out of 50 respondents 78% respondents know about ATM service through

television.
2. The respondents are mostly attracted to withdrawal and security features.
3. Evening is the most convenient time ATM cards usage.
4. Withdrawal and accessibility (56%) and (24%) are term for usage.
5. 64% of the respondents have faced problems by using it.
6. Cash withdrawal and cash deposits are the services used by the respondents more.
7. 60% and 22% respondents are satisfied and okay with the services for their
personal needs.
8. Free of annual fees of ATM cards is the major feature attraction of it.
9. Withdrawal, payment of bills is the mostly used service of ATM cards.
10. 42% of the respondents make the suggestions that they ATM services have to be
available all the time.

5.2 SUGGESTIONS

1. The awareness about ATM cards has to be given to all type of people.
2. The services have to be available to the rural areas.
3. Withdrawal facility has to be done with more security.
4. Service charge has to be reduced.
5. The minimum amount that have to be withdrawal need to be increased.

5.3 CONCLUSION

ATMs are convenient, allowing consumers to perform quick self-service transactions

such as deposits, cash withdrawals, bill payments, and transfers between accounts. Fees
are commonly charged for cash withdrawals by the bank where the account is located, by
the operator of the ATM, or by both. Some or all of these fees can be avoided by using an
ATM operated directly by the bank that holds the account.
The services like:
30
 1. Open or withdraw a fixed deposit
2. Recharge your mobile
3. Pay income tax
4. Deposit cash
5. Pay insurance premium
6. Apply for personal loan
7. Transfer cash
8. Pay your bills
9. Book tickets
These services are mostly making interest in using ATM cards.
All good things must come to an end, so does our ATM program. We are done with the
basic transaction processes for our ATM. Now we have in hand, two unique features of
our ATM which help in reducing the complex nature of banking process such as PIN
CHANGE and FUND TRANSFER. I am not sure about the fund transfer, but now we can
change the pin using ATM without visiting the bank. This amendment is one of the most
advantageous features of ATM today.
The availability of cash at the counters or easy transactions without any hassle has to be
made. Providing information and usage of ATM cards to the unknown can be made to
increase social function.

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BIBLIOGRAPHY

32
1. WEBSITES:

• www.wikipedia.com
• www.sodhaganga.inflibnet.ac.in
• www.scribd.com
• www.scholargoogle.com

2. RESEARCH PAPERS:

• Rakesh H.M “Consumer preference towards use of ATM service in Mysore city”.
• Sunitha Bishnoi”An empirical study of customer’s perception regarding automated
teller machine in Delhi and NCR”.
• Rupa R. Nakman”Automated teller machine”.
• Charles Mwatsika “Factors influencing customer satisfaction with ATM banking”.
• M Mynuddin ”Debit card adoption attributes and customer satisfication”.

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ANNEXURE

33
QUESTIONNAIRE

1. How did you come to know about ATM's uses?

Television □ Newspaper □ At your bank □ Others specify

2. Which ATM card do you own?

Indian bank □ SBI □ Private bank □ UTI □

3. Whether ATM facility is available as per your requirement?

Yes □ No □

4. What factors necessarily made you to opt for ATM card from this bank?

Services □ Security □ Locality □ More withdrawal facility □

5. When do you require ATM mostly?

Morning □ Afternoon □ Evening Late nights □

6. How do you term it for your usage?

Withdrawal □ Accessibility □ Emergency □ For fashion □

7. Have you faced any problems with ATM usage?

Yes □ No □

8. How do you compare your ATM services with other bank's ATM services?

Excellent □ Better □ Same □ Worse □

9. Are you aware of services provided by the ATM cards?

Yes □ No □

10. Which service on your debit card do you often use?

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Cash withdrawal □ cash deposit □ Balance checking □ Request for a cheque book □

11. How satisfied are you that your debit card meets your personal needs as a
customer?

Agree □ Neutral □ Disagree □

12. Why do you have a debit card? Because

Free of annual fees □ Convenience □ Others □

13. Which among the service of ATM card affected you most?

Purchasing travel tickets □ Pay bills or utility payments □ Deposit □ Withdrawal □

14. How often you use the card in a month?

5 to 10 times □ 10 to 20 times □ 20 to 50 time’s □ Never □

15. What are the additional services availed by your ATM card?

Account information □ Pay bill □ Recharge prepaid card □

16. Is ATM service is good and hassle free?

Satisfied □ Neutral □ Dissatisfied □

17. Are you satisfied with service charge of ATM card?

Yes □ No □ Maybe □

18. Any suggestion for the improvement of ATM system

Your answer

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