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ABSTRACT
This is an electronic age. These modern techniques are helping us by saving our precious time and efforts.
Modern banking has also changes the outlook of the people towards its services. The question is - are we
really satisfied with the present e-banking services like ATM or not? The level of satisfaction depends up on
many factors else we can not be satisfied with any thing. But after all the basic criteria for which we use a
particular machine or service must be satisfied.
Through this paper we would like to highlight some factors which affect the uses and the resulting
satisfaction of ATM service. For this we have made a survey of different bank customers and concluded the
result by adopting some statistical tools.
Key words : ATM, Brand Loyalty, E-banking, Customer satisfaction
INTRODUCTION
1. PERCENTAGE ANALYSIS
following formula:
2. CHI-SQUARE TEST
Chi-Square Test is a very strong tool for testing the
significance between the observed and estimated
values. The Chi-Square Test used for the study is ChiSquare Goodness of Fit.
Chi-Square Test can be obtained by the following
114
formula:
= (O E) / E
2.
TABLE 2
AVAILABILITY OF ATM
Usage of customers.
and Usage of Customer.
3.
4.
5.
FIGURE 2
AVAILABILITY OF ATM
TABLE 1
USAGE OF ATM
INFERENCE
Regarding the availability of ATM, nearly 17.5% of the
FIGURE 1
USAGE OF ATM
INFERENCE
Regarding the usage of ATM about 9.5% of the
customers have responded that they utilise the ATM on
a daily basis. About 14.5% of the customers utilise on a
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A STUDY OF THE FACTORS AFFECTING CUSTOMER SATISFACTION FOR ATM SERVICES IN VELLORE DISTRICT
FIGURE 3
OPERATIONAL PROBLEMS
INFERENCE
Accessible instruction
No. of Respondents
PERCENTAGE
HIGHLY SATISFIED
98
49.0
SATISFIED
95
47.5
UNSATISFIED
3.0
HIGHLY UNSATISFIED
0.5
TOTAL
200
100
problem.
TABLE 4
FIGURE 5
PRIVACY IN TRANSACTIONS
FIGURE 4
PRIVACY IN TRANSACTIONS
INFERENCE
About 49% of the customers are highly satisfied with
the instructions given to utilise the ATM card. Nearly
47.5% of the customers responded that they are
satisfied. Only 3% of the customers expressed as
unsatisfied and 1% of the customer expressed as highly
unsatisfied for this feature.
TABLE 6
MAXIMUM WITHDRAWAL LIMIT
INFERENCE
Regarding privacy in transactions nearly 47.5% of
the customers responded that by using ATM they have
privacy in their transactions and it is also highly
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FIGURE 6
MAXIMUM WITHDRAWAL LIMIT
INFERENCE
Regarding the action taken by the bank due to any
crime, nearly 18.5% of the customers are highly
satisfied. About 45% of the customers responded
satisfied for this service. About 31.5% of the customers
are unsatisfied and only 5% of them are highly
unsatisfied.
CHI - SQUARE TEST
Hypothesis No: 1
INFERENCE
Regarding the maximum withdrawal limit of the ATM
Usage of Respondents.
Age/Usage
Daily
Monthly
Weekly
Anytime
Total
15-25
12
49
74
25-35
28
48
35-45
10
22
46
45-65
11
18
32
Total
19
29
35
117
200
TABLE 7
Action Taken By The Bank Due To
Misrepresentation If Any
Table value @ 1%
level of
significance
Table value@ 5%
level of
significance
Computed value
Degrees of
Freedom
21.67
16.92
14.67
Test Result
The table value for 1% level of significance is
FIGURE 7
MISREPRESTNTARION IF ANY
A STUDY OF THE FACTORS AFFECTING CUSTOMER SATISFACTION FOR ATM SERVICES IN VELLORE DISTRICT
Education/Usage
Daily
Weekly Monthly
Anytime
Total
SSLCandbelow
12
24
49
Higher Secondary
22
43
UGdegree
12
42
70
PGdegree
29
38
Total
19
29
35
117
200
Table value@5%
level of
significance
Computed value
Degrees of
Freedom
21.67
16.92
15.05
Test Result
The table value for 1% level of significance is
21.67.The table value for 5% level of significance is
16.92.The computed value is 15.05. Since, the
computed value is less than both the table values the
Ho is accepted.
Table value@5%
level of
significance
Computedvalue
21.67
16.92
9.98
Degrees of
Freedom
Hypothesis No: 4
Test Result
Education/Problems
YES
NO
TOTAL
13
36
49
Higher Secondary
18
25
43
Ho is accepted.
UG degree
26
44
70
PG degree
21
17
38
TOTAL
78
122
200
HYPOTHESIS No: 3
Ho: There is no relationship between the Occupation
of Respondents and the Services provided by ATM.
Occupation/Services
Highly
Satisfied Unsatisfied
Satisfied
Highly
Unsatisfied
Total
Table value @ 1%
level of significance
Table value@ 5%
level of significance
Computed value
Degrees of
Freedom
11.34
7.82
6.17
Test Result
Government
employee
11
26
47
Private employee
27
25
19
72
Self
employed/Student
20
16
43
Business/Retired
11
19
38
Total
56
90
49
200
of significance is
Hypothesis No: 5
Ho: There is no relationship between the Education of
4.
Highly
secured
Highly
Unsecured
Unsecured
Secured
23
21
49
Higher Secondary
12
23
43
sufficient money.
UG degree
26
39
70
PG degree
12
18
38
Total
73
101
23
200
Total
5.
problem.
6.
Degrees of
Freedom
21.67
16.92
10.44
7.
Test Result
8.
Ho is accepted.
9.
Findings
ATM.
1.
in technology.
2.
A STUDY OF THE FACTORS AFFECTING CUSTOMER SATISFACTION FOR ATM SERVICES IN VELLORE DISTRICT
CONCLUSION
SUGGESTIONS
1.
2.
3.
REFERENCES
BOOKS
1.
p.73.
2.
73.
4.
5.
Delhi, p.73,74.
5.
6.
8.
9.
/ / e n . W i k i p e d i a . o r g
/wiki/Automatic_Teller_Machin # file.note.47.
13.
http://www.icicicbank.com/user/channels/atm.ht
m.
14. http://www.iloveindia.com /finance/bank/
nationalisedbanks/Indian-bank.html
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