Jaiswal Final Report

Management Thesis
On
“A Study on Impact of Biometric ATM
on customer’s perception with
Reference to CANARA Bank”
Submitted By:
LEENA JAISWAL
(Reg No: 8NBGL013)
(Third semester, 2008-2010 Batch)
Under the guidance of
Internal Guide External

Guide
MR. SHRIKANT PATIL MR. B D
Taddewadi
Academic coordinator Bank Manager
ICFAI NATIONAL COLLEGE

GULBARGA – 585102
INC COLLEGE GULBARGA 1
CERTIFICATE
This is to certify that Management thesis – I titled “A Study on
Impact of Biometric ATM on customer perception with
reference to CANARA Bank” has been submitted by Leena
Jaiswal with Enrollment No. 8NBGL013 in partial fulfillment of
the requirement during semester – III of post graduation of
Master of Business Administration as prescribed by INC college
Gulbarga. During 2008 – 2010 embodies original work done by
her.
Signature of Center head,
Name: Prof. Vijay
Onkar
Designation: Center Head
Center: INC, Gulbarga
CERTIFICATE
This is to certify that Management thesis – I titled “A Study on
Impact of Biometric ATM on customer perception with reference
to CANARA Bank” has been submitted by Leena Jaiswal with
Enrollment No. 8NBGL013 in partial fulfillment of the
requirement during semester – III of post graduation of Master
of Business Administration as prescribed by INC college
Gulbarga. During 2009-2010 embodies original work done by
her.
Signature of Internal Guide,

Name: Prof. SHRIKANT PATIL
Designation: Academic coordinator
Center: INC, Gulbarga
DECLARATION
I, Leena Jaiswal, an MBA student of ICFAI NATIONAL COLLEGE

Gulbarga, here by solemnly declare that this project report
entitled “A Study on Impact of Biometric ATM on
customer perception with reference to CANARA Bank”
has been prepared by me in the academic year 2009-2010
under the guidance of Prof. SHRIKANT PATIL Academic
coordinator INC Gulbarga. I further declare that this project has
been prepared by own effort in the partial fulfillment for the
award of Master Of Business Administration from ICFAI
university and has not been previously submitted to any other
University or Institute etc, for award of any other degree .
Place: GULBARGA
Date:
Enrollment No: 8NBGL013
Leena Jaiswal

ACKNOWLEDGEMENT
My first and foremost thanks goes to God almighty my savior

and Lord who I believe is the guiding force behind me all the
while throughout the project.
I express my profound sense of gratitude to the
management and staff of CANARA BANK ltd for giving me an
opportunity to work in their esteemed organization.
This project is entitled “A Study on Impact of Biometric
ATM on customer perception with Reference to CANARA
Bank”. First of all I would like to thanks our honorable principal
of INC Gulbarga Prof. Vijay Onkar for proceeding all the basic
and required support and infrastructure in carrying out
Management Thesis-I. I would like to extend my sincere thanks
to my project internal guide Prof. Shrikant Patil for having
inspired and encouraged me to work hard and undergo in. His
constant encouragement, appreciation and positive criticism
have been vital at all stages towards improvement and
completion of this project.
I express my sincere gratitude & thanks to the Bank
Manager Mr. B D Taddewadi for giving me an opportunity &
guidance in every step to complete my project.

Finally my hearty thanks to my parents & friends for
their moral support, suggestion & encouragement.
Leena Jaiswal

TABLE OF CONTENTS
CH. NO PARTICULARS Page no
Chapter 1 Introduction 1-5

Problem statement 6
Research Objectives 7
Overview of an organization
Industry Profile 8
Banks in India
Phase I, II, III 9 - 12
Company Profile of
CANARA BANK 13 - 24
Product profile 25 - 46
Chapter Research Methodology 47

2
2.1 Research Design 48
2.2 Sampling Design 49
2.3 Data collection 50
2.4 Data analysis 51 - 80
2.5 Limitations of the study 81
Chapter 3 Findings 82
Chapter 4 Conclusion and 83 - 84

Suggestions
Chapter Appendix
5
5.1 Questionnaire 85 - 92
5.2 Glossary 93 - 100
Chapter 6 Bibliography 101 - 103
LIST OF THE TABLES:

Employee
Table 2.4.1: educational standard
Table 2.4.2: biometric technology increase security in
general.
Table 2.4.3: reduction in employee’s workload
Table 2.4.4: daily routine of employee’s
Table 2.4.5: comparison of biometric ATM and non-biometric
ATM
Table 2.4.6: influence of biometric ATM
Table 2.4.7: reference to biometric ATM
Customer
Table 2.4.8: educational standard
Table 2.4.9: biometric technology increase security in
general.
Table 2.4.10: perception regarding operating an account
Table 2.4.11: transaction limit
Table 2.4.12: comparison of biometric ATM and non-biometric
ATM
Table 2.4.13: influence of biometric ATM
Table 2.4.14: reference to biometric ATM
Table 2.4.15: customer correlation test
Table 2.4.16: employee correlation test

LIST OF THE GRAPHS:
Graph 2.4.1: typology of identification methods

Graph 2.4.2: hand geometry
Graph 2.4.3: finger print/ scan
Graph 2.4.4: speaker verification
Graph 2.4.5: vocal verification
Graph 2.4.6: multi biometric
Graph 2.4.7: hypothesis for employee
Graph 2.4.8: hypothesis for customer
SUMMARY OF REPORT:
Banking industry is a sunrise industry. Instead of such good scope banking
as a subject has gained the prominence and acceptance in the academic
curriculum. From last couple of years few universities and other
management and financial institutes have started offering some specialized
courses in the insurance field after it was privatized in the late 1999.
Therefore looking at the potential opportunities and scope of growth

in banking sector I decided to pursue a management thesis in a banking
sector. It helped me to get a deep insight into the working and culture of a
banking company and immense knowledge about the banking sector. These
knowledge and experience banking company back up with a new a plan in
order to attracted customer.
The objective behind doing the project in the research work is to gain
the knowledge regarding the banking sector and study about biometric ATM
with Canara bank. The title of project is “A study on impact of Biometric
ATM on customer’s perception with reference to Canara Bank”.
This study analyzes the extent to which biometric ATM is attracting

the customer towards it and safeguarding the account with the help of
biometrics.
The customer perception process starts with the identification of the

problem or opportunity, on the basis of which the research problem and
objectives are formulated. After agreeing on objectives, my next step to be
taken.
After defining the research problem and clear stating the objective
of the research, the next step is to collect the relevant information from the
available sources of information. I have chosen exploratory research design.

Exploratory research involves exploring secondary sources of
information and provides a knowledge base for conducting conclusive or
primary research.
I used conclusive research for collecting data from the customer

with the help of the questionnaire.
Further the next selected the researcher has used simple random
sampling technique which allows for equal chance for everybody
(probability) in the population to be selected.
Further I have Sample size of 100 respondents were taken from

Canara bank employees of Shahabad and Gulbarga and Canara bank
customer of Shahabad to proceed easily with the project with the help of
asking the close ended questionnaire as the tool for data collection. The
number of questions asked where 13 for the convenience of the evaluation
the data.
After the data collection the interpretation work is done with the help
of the testing of hypothesis to know the customer perception towards the
biometric ATM and the employee’s satisfaction towards the biometric ATM
and later to know the relation between the biometric ATM and non–
biometric ATM the coefficient correlation test is done.
After doing the test i came to know customer perception and the
employee satisfaction towards the biometric ATM.
After the completion of the study we can see the clear picture of
the impact biometric ATM on the customer services. And also we can
analyze customer perception / customer satisfaction on Biometric ATM.

INTRODUCTION
In psychology and the cognitive sciences, perception is the process of

acquiring, interpreting, selecting, and organizing sensory
information. It is a task far more complex than was imagined in the 1950s
and 1960s, when it was proclaimed that building perceiving machines
would take about a decade, but, needless to say, that is still very far from
reality.
The word perception comes from the Latin perception-,

perception, meaning "receiving, collecting, and action of taking
possession, apprehension with the mind or senses." --OED.com.
Methods of studying perception range from essentially biological or
physiological and psychological approaches.
This term Perception is exceedingly important in the

understanding and discussion of human perceptual processes and is
functionally critical to the discussion of optical art and visual illusions.
Particular examples of the criticality of the term include optical illusions
dependent upon the process of 'ambiguity' wherein one image can create
two entirely separate and distinct percepts.
. Services plays very important role in every organization. Now

days every company is offering different types of services. In this
competition era the organizations are planning well in advance to earn
profit and also to become the market leader. By providing different types of
services the organizations are achieving their goals and objectives and
satisfying the customers and employees needs.
A strong wave of globalization has been influencing and

changing the lives and thinking modes of all industries and consumers
throughout the world. As for enterprises in the manufacturing and service

industry, the changes of such environment have more or less affected
their value chains, cultures, marketing objectives and operation
methodologies. One of the remarkable influences is on how to serve our
customer.
A typical enterprise during its initial developing stages pushes

the new product to consumer’s right after finding the demands, and
provides related after-sales service in order to get profits. In such a way, it
finds the new demand, and pushes new product into market repeatedly.
Undoubtedly, products are the basic element for marketing no

matter in any service mode. However, enterprises during the initial
developing stages, in order to get profits, develop urgent needed products
by customers, but more mature enterprises define their core mission as
improving user's comprehensive living quality. Which all take creating
overall values for customers as their core mission the telecom
manufacturing industry is a very competitive area many leading players in
the line have taken slogans indicating their missions or visions, for
example "Enrich Life through Communication", "Connecting People",
"Taking You Forward" and "Welcome to human network”.
Modern enterprises aim at creating overall values for customers

and the society rather than manufacturing material, which is fulfilled via
services rather than pure products. Hence in today's market, pursuing
customer satisfaction is not a short-term action or medication for better
earning power, but an essential sign for the enterprise's modernization. In
other words, customer satisfaction is a management standard and a
performance result. Any activities of an enterprise will be evaluated from
perspectives of total customer satisfaction.
To understand customer’s perception is the biggest challenge

to banking industry. In meeting customers' requirements and measuring
customers' satisfaction indexes, customer perception should be definitely

a key consideration. Qualified services in the operation execution layer,
technical management layer and business development layer are
necessary. However, it is even more important to efficiently understand
customer expectations and make efforts to exceed their expectations.
Therefore, customer perception management becomes a central topic.
Frankly speaking, among all indexes in customer satisfaction
management, the biggest challenge is customer perception management,
or customer perception.
As a matter of fact, one of the major characteristics of service is

intangible; hence the core value of services is not like a physical product
but the spiritual experience and perception of customers. The final aim
and ideal effect of service provisioning is to have customers perceive and
enjoy the service. Such perception is both at psychological and behavior
levels, and it is the contents of high quality life in the modern society.
Customers are seeking for material deliverables as well as perceptive
enjoyment when purchasing a service product. Since perceptive
enjoyment is a vital service objective, one of the key service management
objectives shall be meeting customers' perspective challenges.
For instance, in selecting an insurance service, beyond all doubt

customer will consider its service price, delivery quality, service features,
service stability, and service convenience. However, many of the
considerations are actually spiritual concerns, such as service
convenience, maturity of service delivery engagement model, service
effect, and customer loyalty. Involuntarily, indexes concerning service
product functions and delivery quality are all shifted to spiritual
perception.
Physical products can be relatively easily developed in this

modern society; however there is no apodictic approach to achieve
customer perception satisfaction, which is the ultimate goal of services.
The customer satisfaction management approach varies with different

engagement model and interactions between the services providers and
customers, and it is not an easy to be managed. It requires high
psychology and behavior knowledge to measure customer perception and
evaluate the subsequent effect of the perception.
In the active area of delivering superior customer service,

perception of an issue by the customer is often a very different matter
than the actual circumstances might describe. Often, a tense situation can
be diffused by simply being sensitive to the customers' viewpoint and
perception of the issues, and then suggesting solutions based upon those
perceptions. Insensitivity and indifference will fan the flame of customer
anger and possibly lead to a lost customer.
This management thesis is based on the study of Customer

perception towards the Biometric ATM in the retention in CANARA BANK,
Shahabad.

PROBLEM STATEMENT:
1. PIN code/ password is the biggest problem.
2. If we forget the PIN code/password and try to enter wrong PIN

code for 3 times the account will be blocked for 24 hours and later
it will be started.
3. If ATM card is lost anybody can do the shopping from it till the
balance is available in the account.
4. The most farmers are illiterate and only speak local dialects, the
farmer could not remember their PIN code and do not understand
the on-screen instruction.

OBJECTIVES OF THE STUDY:
1. To understand the impact of Biometric ATM on customer services.
2. To analyze customer perception / customer satisfaction on Biometric ATM.
3. To know the impact of biometric ATM on the banking sector.

 Banks in India
 Phase I
 Phase II
 Phase III
INDUSTRY PROFILE
BANKS IN INDIA:
According to the Banking Regulation Act, of 1949 Banking means accepting
deposits of money from the public, for the purpose of lending or
investment, repayable on demand or otherwise, & withdrawal by Cheques,
drafts, orders or otherwise.
Without a sound and effective banking system in India it cannot

have a healthy economy. The banking system of India should not only be
hassle free but it should be able to meet new challenges posed by the
technology and any other external and internal factors.
For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its extensive
reach. It is no longer confined to only metropolitans or cosmopolitans in
India. In fact, Indian banking system has reached even to the remote
corners of the country. This is one of the main reasons of India's growth
process. The government's regular policy for Indian bank since 1969 has
paid rich dividends with the nationalization of 14 major private banks of
India.
Not long ago, an account holder had to wait for hours at the bank
counters for getting a draft or for withdrawing his own money. Today, he
has a choice. Gone are days when the most efficient bank transferred
money from one branch to other in two days. Now it is simple as instant
messaging or dials a pizza. Money has become the order of the day.
The first bank in India, though conservative, was established in

1786. From 1786 till today, the journey of Indian Banking System can be
segregated into three distinct phases. They are as mentioned below:
• Early phase from 1786 to 1969 of Indian Banks

• Nationalization of Indian Banks and up to 1991 prior to Indian banking
sector Reforms.

• New phase of Indian Banking System with the advent of Indian
Financial & Banking Sector Reforms after 1991.
To make this write-up more explanatory, I prefix the scenario as

Phase I, Phase II and Phase III.
Phase-I
The General Bank of India was set up in the year 1786. Next came
Bank of Hindustan and Bengal Bank. The East India Company established
Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843)
as independent units and called it Presidency Banks. These three banks
were amalgamated in 1920 and Imperial Bank of India was established
which started as private shareholders banks, mostly Europeans
shareholders.
In 1865 Allahabad Bank was established and first time exclusively

by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters
at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India,
Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up.
Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also
experienced periodic failures between 1913 and 1948. There were
approximately 1100 banks, mostly small. To streamline the functioning and
activities of commercial banks, the Government of India came up with The
Banking Companies Act, 1949 which was later changed to Banking
Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of India was vested with extensive powers for the supervision
of banking in India as the Central Banking Authority.
During those day’s public has lesser confidence in the banks. As an

aftermath deposit mobilization was slow. Abreast of it the savings bank
facility provided by the Postal department was comparatively safer.
Moreover, funds were largely given to traders.

Phase-II
Government took major steps in this Indian Banking Sector Reform
after independence. In 1955, it nationalized Imperial Bank of India with
extensive banking facilities on a large scale especially in rural and semi-
urban areas. It formed State Bank of India to act as the principal agent of
RBI and to handle banking transactions of the Union and State
Governments all over the country.
Seven banks forming subsidiary of State Bank of India was

nationalized in 1960 on 19th July, 1969, major process of nationalization
was carried out. It was the effort of the then Prime Minister of India, Mrs.
Indira Gandhi. 14 major commercial banks in the country were nationalized.
Second phase of nationalization Indian Banking Sector Reform was

carried out in 1980 with seven more banks. This step brought 80% of the
banking segment in India under Government ownership.
The following are the steps taken by the Government of India to

Regulate Banking Institutions in the Country:
• 1949: Enactment of Banking Regulation Act.

• 1955: Nationalization of State Bank of India.
• 1959: Nationalization of SBI subsidiaries.
• 1961: Insurance cover extended to deposits.
• 1969: Nationalization of 14 major banks.
• 1971: Creation of credit guarantee corporation.
• 1975: Creation of regional rural banks.
• 1980: Nationalization of seven banks with deposits over 200 crore.
After the nationalization of banks, the branches of the public sector

bank India rose to approximately 800% in deposits and advances took a
huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public
implicit faith and immense confidence about the sustainability of these
institutions.
Phase-III
This phase has introduced many more products and facilities in the
banking sector in its reforms measure. In 1991, under the chairmanship of
M Narasimham, a committee was set up by his name which worked for the
liberalization of banking practices.
The country is flooded with foreign banks and their ATM stations.
Efforts are being put to give a satisfactory service to customers. Phone
banking and net banking is introduced. The entire system became more
convenient and swift. Time is given more importance than money.
The financial system of India has shown a great deal of resilience. It

is sheltered from any crisis triggered by any external macroeconomics
shock as other East Asian Countries suffered. This is all due to a flexible
exchange rate regime, the foreign reserves are high, the capital account is
not yet fully convertible, and banks and their customers have limited
foreign exchange exposure.

 Vision and Mission,
 History
 Significant Milestones
 Board of Directors
 Awards/Accolades
 HRD Practices
 Institution Run by Canara
 Branches and Offices In India And Abroad
COMPANY PROFILE:

CANARA BANK:
Widely known for customer centricity, Canara Bank was founded by Shri
Ammembal Subba Rao Pai, a great visionary and philanthropist, in July
1906, at Mangalore, then a small port in Karnataka. The Bank has gone
through the various phases of its growth trajectory over hundred years of
its existence. Growth of Canara Bank was phenomenal, especially after
nationalization in the year 1969, attaining the status of a national level
player in terms of geographical reach and clientele segments. Eighties was
characterized by business diversification for the Bank. In June 2006, the
Bank completed a century of operation in the Indian banking industry. The
eventful journey of the Bank has been characterized by several memorable
milestones. Today, Canara Bank occupies a premier position in the comity
of Indian banks. With an unbroken record of profits since its inception,
Canara Bank has several firsts to its credit. These include:
• Launching of Inter-City ATM Network
• Obtaining ISO Certification for a Branch
• Articulation of ‘Good Banking’ – Bank’s Citizen Charter
• Commissioning of Exclusive Mahila Banking Branch
• Launching of Exclusive Subsidiary for IT Consultancy
• Issuing credit card for farmers
• Providing Agricultural Consultancy Services
Over the years, the Bank has been scaling up its market
position to emerge as a major 'Financial Conglomerate' with as many as
nine subsidiaries/sponsored institutions/joint ventures in India and abroad.
As at June 2009, the Bank has further expanded its domestic presence, with
2735 branches spread across all geographical segments. Keeping customer
convenience at the forefront, the Bank provides a wide array of alternative
delivery channels that include over 2000 ATMs- one of the highest among

nationalized banks- covering 707 centres, 1362 branches providing Internet
and Mobile Banking (IMB) services and 2078 branches offering 'Anywhere
Banking' services. Under advanced payment and settlement system, all
branches of the Bank have been enabled to offer Real Time Gross
Settlement (RTGS) and National Electronic Funds Transfer (NEFT) facilities.
Not just in commercial banking, the Bank has also carved a

distinctive mark, in various corporate social responsibilities, namely,
serving national priorities, promoting rural development, enhancing rural
self-employment through several training institutes and spearheading
financial inclusion objective. Promoting an inclusive growth strategy, which
has been formed as the basic plank of national policy agenda today, is in
fact deeply rooted in the Bank's founding principles.
"A good bank is not only the financial heart of the community, but
also one with an obligation of helping in every possible manner to
improve the economic conditions of the common people". These
insightful words of our founder continue to resonate even today in serving
the society with a purpose. The growth story of Canara Bank in its first
century was due, among others, to the continued patronage of its valued
customers, stakeholders, committed staff and uncanny leadership ability
demonstrated by its leaders at the helm of affairs. We strongly believe that
the next century is going to be equally rewarding and eventful not only in
service of the nation but also in helping the Bank emerge as a "Global
Bank with Best Practices". This justifiable belief is founded on strong
fundamentals, customer centricity, enlightened leadership and a family like
work culture.
Vision

To emerge as a ‘Best Practices Bank’ by pursuing global benchmarks in
profitability, operational efficiency, asset quality, risk management and
expanding the global reach.
Mission
To provide quality banking services with enhanced customer orientation,

higher value creation for stakeholders and to continue as a responsive
corporate social citizen by effectively blending commercial pursuits with
social banking.
HISTORY:
Our Beloved Founder
Founded as 'Canara Bank Hindu Permanent Fund' in 1906. By late Sri.

Ammembal Subba Rao Pai, a philanthropist, this small
seed blossomed into a limited company as 'Canara
Bank Ltd.' in 1910 and became Canara Bank in 1969
after nationalization.
Founding Principles
1. To remove Superstition and ignorance.

2. To spread education among all to sub-serve the first principle.
3. To inculcate the habit of thrift and savings.
4. To transform the financial institution not only as the financial heart of
the community but the social heart as well.
5. To assist the needy.
6. To work with sense of service and dedication.
7. To develop a concern for fellow human being and sensitivity to the
surroundings with a view to make changes/remove hardships and
sufferings.
SIGNIFICANT MILESTONES:

Year
1st July Canara Hindu Permanent Fund Ltd. formally registered with a capital
1906 of 2000 shares of Rs.50/- each, with 4 employees.
1910 Canara Hindu Permanent Fund renamed as Canara Bank Limited
14 major banks in the country, including Canara Bank, nationalized
1969
on July 19
1976 1000th branch inaugurated
Overseas branch at London inaugurated
1983
Cancard (the Bank’s credit card) launched
1984 Merger with the Laksmi Commercial Bank Limited
1985 Commissioning of Indo Hong Kong International Finance Limited
1987 Canbank Mutual Fund & Canfin Homes launched
1989 Canbank Venture Capital Fund started
1989-90 Canbank Factors Limited, the factoring subsidiary launched
Became the first Bank to articulate and adopt the directive principles
1992-93
of “Good Banking”.
Became the first Bank to be conferred with ISO 9002 certification for
1995-96
one of its branches in Bangalore
Opened a 'Mahila Banking Branch', first of its kind at Bangalore, for
2001-02 catering exclusively to the financial requirements of women
clientele.
2002-03 Maiden IPO of the Bank
2003-04 Launched Internet & Mobile Banking Services
2004-05 100% Branch computerization
Entered 100th Year in Banking Service
Launched Core Banking Solution in select branches
2005-06
Number One Position in Aggregate Business among Nationalized
Banks
Retained Number One Position in Aggregate Business among
Nationalized Banks.
2006-07 Signed MoUs for Commissioning Two JVs in Insurance and Asset
Management with international majors viz., HSBC
(Asia Pacific) Holding and Robeco Groep N.V respectively
Launching of New Brand Identity
Incorporation of Insurance and Asset Management JVs
2007-08 Launching of 'Online Trading' portal
Launching of a ‘Call Centre’
Switchover to Basel II New Capital Adequacy Framework

The Bank crossed the coveted Rs. 3 lakh crore in aggregate business
2008-09
The Bank’s 3rd foreign branch at Shanghai commissioned
BOARD OF DIRECTORS:
Sl.
Directors Photo
No.
1 SRI. A. C. MAHAJAN Chairman & Managing

Director
Canara Bank
Head Office
112, J C Road
BANGALORE - 560 002
2 Mr Jagdish Pai K L Executive Director

Canara Bank
Head Office
112, J C Road
BANGALORE - 560 002
3 Shri. H. S. U. KAMATH Executive Director

Canara Bank
Head Office
112, J.C. Road
BANGALORE -560002
4 Dr. K P KRISHNAN Director representing

Government of India
Joint Secretary (CM)
Government of India
Ministry of Finance
Dept. of Economic Affairs
R.No.67 - B,
North Block
NEW DELHI - 110 001

5 SMT. VANI J SHARMA Director representing
Reserve Bank of India
383, "SIDDHI",
RBI LAY OUT, 7TH MAIN,
J.P.NAGAR, 7TH PHASE,
BANGALORE - 560078
6 Shri. DEVENDER DASS Workmen Employee Director

RUSTAGI
General Secretary,
Canara Bank Employees' Union
Canara Bank Circle Office,
Nehru Place,
NEW DELHI
7 SRI. S K KOHLI Officer Employee Director
Officer
Canara Bank
F-19, CONNAUGHT CIRCUS,
NEW DELHI - 110 001
8 SRI. AJAY MATHUR Part-time Non-Official

Director
C/O G S Mathur & Co. Chartered
Accountant
A - 160, Defence Colony Ground
Floor
NEW DELHI – 110 024
9 SRI. SUNIL GUPTA Part -time Non-Official

Director
SCO 35, 1st Floor,
Sector 26
Madhya Marg
CHANDIGARH160019
10 Dr. YOGENDRA PATI TRIPATHI Part -time Non-Official

Director
Village & P.O. Pindi
Dist. DEORIA
UTTAR PRADESH

11 Shri. S. Shabbeer Pasha
Part-time Non-Official
No.96/8, Al-Ameen Apartments
Director
First Cross, South End Road
BANGALORE - 560 004
Shri. Pankaj Gopalji Thacker

12
S.A.X. - 135 Part-time Non-Official
ADIPUR Director
Kutch
Gujarat
13 SRI. P. V. MAIYA Director Representing

Shareholders
Flat No.106, Sowmya Springs,5/2
Dewan Madhav Rao Road
Basavanagudi
BANGALORE - 560 004
AWARDS/ACCOLADES:
Received during 2007-08
• First National Award, instituted by the Ministry of Micro, Small &

Medium Enterprises, Govt. of India for 'Excellence in Micro & Small
Enterprises (MSE) Lending' for 2006-07.
• 'Golden Peacock Award for Corporate Social Responsibility' for

the year 2007. Canara Bank is the first PSB to receive the award since
its institution in the year 1991.
• ‘Golden Peacock National Training Award-2007’, instituted by

the Institute of Directors, New Delhi, a pioneer in Quality Revolution.
• Conferred the Business Superbrands Status for 2008.
• 'The Organization of the Year Award- for PR Excellence',

instituted by Public Relations Council of India.

• Excellence in the field of Khadi & Village Industries in South Zone
for the year 2006-07, instituted by Khadi & Village Industries
Commission, Ministry of Micro, Small & Medium Enterprises,
Government of India.
Received during 2008-09
• Conferred 'First Rank' in India's Best Banks awards under the

category 'Strength and Soundness' for 2006-07 by a survey
conducted by Ernst & Young.
• Best Performing Bank under Rural Employment Generation

Programme, (REGP) of Khadi and Village Industries Commission
(KVIC), in South Zone for the year 2007-08, instituted by the Ministry
of MSME, Government of India.
• Golden Peacock National Training Award 2008 for excellence in

training.
• Global HR excellence in Training, an award conferred by the Asia

Pacific HR Congress, the largest rendezvous of HR Professionals, at
its Employer Branding Talent Management Congress held on 22nd
and 23rd August 2008, Delhi.
• Best Corporate Social Responsibility Practice Award, instituted

by BSE, NASSCOM and Times Foundation
• The Bank won two Silver Corporate Collateral Awards for Best
Corporate Ad in the Print Media and Best Corporate Film on
Corporate Social Responsibility at the Public Relations Council of
India Awards 2009.

HRD PRACTICES:
 From a small lawn bank, started way back in 1906, today it has
grown to become a front line banking institution of India with
sound foundation.
 The bank considers human resources as most valuable asset.
 The bank work force has inherited a unique heritage of open and
informal family culture.
In order to ensure that a well motivated work force contributes

towards the growth of the institution. The bank has roads towards
establishment of quality circle concept among its employees.
The growth of this concept can be gauged by the fact that as on date,
the bank have over 700 active quality circles, these quality circles have
carved out a niche for themselves at various national and international level
completions and have returned with hand some prizes.
1. Best of convention- Garden QC of long ford town Bangalore.
2. Best of the stream- Park lane QC of MG Road, Secunderabad.
3. Best of the session- Surge QC of thousand lights Chennai.
INSTITUTION RUN BY CANARA BANK:

The Bank Has Taken Several Initiatives Including The Following:
• Rural Women Self Employment Training Institute At Harohalli, Mahila
Abhyudaya Yojana Gramina Mahila Tagruthi Kendra Center For
Entrepreneurship Development For Women Provide Counseling
Guidance And Training To Make Women Self-Reliant.

• AD Pai Institute for Rural Development at Vajrahalli and Rural Self
Employment Promotion and Resource Guidance.
• Cangrama Shikshana Kendra Adult Education Centers.
• Grama Jala Yojana
BRANCHES & OFFICES:

Our Bank has a network of 2784 branches, spread over 25 States/4 Union
Territories of the country and, one overseas branch at London, which are
administered through
• Head Office at Bangalore:- Organizational Structure

• 30 Circle Offices and 1 International Division
• 17 Regional Offices.
BRANCHES AND OFFICES ABROAD:

Canara Bank established its International Division in 1976, to supervise the
functioning of its various foreign departments, to give required thrust to
foreign exchange business, particularly exports and to meet the
requirements of NRIs.
Though small in size, the Bank's presence abroad has brought in
considerable foreign business, particularly NRI deposits.
The Bank has its presence abroad, as under:

• Canara Bank, London, UK ( branch)
• Indo Hong Kong International Finance Co. Ltd., Hong Kong
(Subsidiary)
• Commercial Bank of India LLC. Moscow. (A Joint Venture Bank with
State Bank Of India)

• Canara Bank Shanghai Representative Office, Shanghai, PRC
• Eastern Exchange Establishment. Doha, Qatar.
(Management Contract and DD drawing facility on Canara Bank)
• Al Razouki Intl. Exchange Company, Dubai, UAE.
(Secondment agreement and DD drawing facility on Canara Bank)
Apart from the above, Canara Bank has an Offshore Banking Unit at NOIDA,
Delhi.
In addition, following Exchange Companies have DD drawing

arrangement on Canara Bank.
• Al Ahalia Money Exchange Bureau, Abu Dhabi, UAE.
• Al Ansari Exchange Establishment, Abu Dhabi, UAE.
• Al Fardan Exchange Company, Abu Dhabi, UAE.
• Bahrain Exchange Co, WLL, Safat, Kuwait.

 Introduction,
 Origin Of Biometrics,
 Typology Of Biometrics,
 Various Biometric Systems

PRODUCT PROFILE
BIOMETRIC ATM:
1. INTRODUCTION
The term “Biometrics” is derived from the Greek

words “Bio” (life) and “metrics” (measure).
Automated biometric systems have only become
available over the last few decades, due to
significant advances in the field of computer
processing. Many of these new originally
conceived hundreds, even thousands of years
ago.
Banks in India are looking at deploying biometric ATM
targeted to reach the unbanked population in rural India using thumbprint
and voice guidance in ATM’s reduce literacy requirement to a considerable
extent.
A simplified menu on ATM’s coupled with possible audio
guidance in local language enable easy use for rural masses.
Biometrics refers to methods for uniquely recognizing humans based upon

one or more intrinsic physical or behavioral traits. In information
technology, in particular, biometrics is used as a form of identity access
management and access control. It is also used to identify individuals in
groups that are under surveillance.
Biometric characteristics can be divided in two main classes:
• Physiological are related to the shape of the body. Examples

include, but are not limited to fingerprint, face recognition, DNA, hand
and palm geometry, iris recognition, which has largely replaced
retina, and odor/scent.

• Behavioral are related to the behavior of a person. Examples
include, but are not limited to typing rhythm, gait, and voice. Some
researchers have coined the term behavior metrics for this class of
biometrics.
Strictly speaking, voice is also a physiological trait because every person

has a different vocal tract, but voice recognition is mainly based on the
study of the way a person speaks, commonly classified as behavioral.
This method of identification is preferred for various reasons; the

person to be identified is required to be physically present at the point of
identification; identification based on biometric techniques obviates the
need to remember a password or carry a token. With the increased use of
computers or vehicles of information technology, it is necessary to restrict
access to sensitive or personal data. By replacing PINs, biometric
techniques can potentially prevent unauthorized access to fraudulent use of
ATMs, cellular phones, smart cards, desktop PCs, workstations, and
computer networks. PINs and passwords may be forgotten, and token based
methods of identification like passports and driver’s licenses may be forged,
stolen, or lost. Thus biometric systems of identification are enjoying a
renewed interest. Various types of biometric systems are being used for
real–time identification; the most popular are based on face recognition
and fingerprint matching. However there are other biometric systems that
utilize iris and retinal scan, speech, facial thermo grams, and hand
geometry.
A biometric system is essentially a pattern recognition system,

which makes a personal identification by determining the authenticity of
a specific physiological or behavioral characteristics possessed by the
user. An important issue in designing a practical system is to determine
how an individual is identified. Depending on the context, a biometric
system can be either a verification (authentication) system or an
identification system. There are two different ways to resolve a person’s

identity: Verification and Identification. Verification (Am I whom I claim I
am?) involves confirming or denying a person’s claimed identity. In
Identification one has to establish a person’s identity (whom am I?). Each
one of these approaches has its own complexities and could probably be
solved best by a certain biometric system.
Biometrics is rapidly evolving technology, which is being used in

forensics such as criminal identification and prison security, and has the
potential to be used in a large range of civilian application areas. Biometrics
can be used transactions conducted via telephone and Internet (electronic
commerce and electronic banking). In automobiles, biometrics can replace
keys with key -less entry devices.
2. ORIGIN OF BIOMETRICS:
Biometrics dates back to the ancient Egyptians, who measured

people to identity them. But automated devices appeared within living
memory. One of the first commercial devices introduced less than 30
years ago. The system is called the indentimat. The machine measured
finger length and installed in a time keeping system. Biometrics is also
catching on computer and communication system as well as automated
teller machines (ATM’s).
Biometrics devices have three primary components. One is an

automated mechanism that scans and captures a digital/analog image
of living personal characteristics. Another handles compression,
processing, storage and comparison of image with the stored data. The
third interfaces with application systems. These pieces may be
configured to suit different situations. A common issue is where the
stored image resides: on a card, presented by the person being verified
or at a host computer.

Recognition occurs when an individual’s image is matched with
one of a group of stored images. This is the way the human brain
performs most day to day identifications. For the brain this is a
relatively quick and efficient process, where as for computers to
recognize that a living image matches one of many it has stored, the
job can be time consuming and costly.
3. TYPOLOGY OF BIOMETRICS:
Biometrics encompasses both physiological and behavioral characteristics.

This is illustrated in Figure 1. A physiological characteristic is a relatively
stable physical feature such as finger print, hand silhouette, iris pattern or
facial features. These factors are basically unalterable with out trauma to
the individual.
A behavioral tract, on the other hand, has some physiological basis,
but also reflects person’s physiological makeup. The most common trait
used in identification is a person’s signature. Other behaviors used include
a person’s keyboard typing and speech patterns. Because of most
behavioural characteristics change over time, many biometrics machines
not rely on behavior. It is required to update their enrolled reference
template may differ significantly from the original data, and the machine
become more proficient at identifying the person. Behavioral biometrics
work best with regular use.
The difference between physiological and behavioral methods is
important. The degree of intrapersonal variation is smaller in physical
characteristics than in a behavioral one. Developers of behavior-based
systems, therefore have a tougher job adjusting for an individual’s
variability. However, machines that measure physical characteristics tend
to be larger and more expensive and more friendly. Either technique affords
a much more reliable level of identification than passwords or cards alone.

TYPOLOGY OF IDENTIFICATION METHODS:
(Figure1)
Characteristics
Manual and semi- Biographics

automated biometrics
Automated biometrics
Physiological Behavioral
Face Finger Hand Eye

print
Signature Voice Keystroke

4. VARIOUS BIOMETRIC SYSTEMS
4.1 HAND
The three dimensional shape of a person’s hand has several

advantages as an identification device. Scanning a hand and producing a
result takes 1.2 seconds. It requires little space for data storage about
9bytes which can fit easily magnetic strip credit cards.
Hand geometry is the grand daddy of biometrics by virtue of its

20 year old history of live application. Over this span six hand-scan
products have been developed but one commercially viable product
currently available, the ID3D handy is given below. This device was
developed by Recognition Systems Inc.
The user keys, in an identification code, is then positions his or

her and on a plate between a set of guidance pins. Looking down upon the
hand is a charge-coupled device (CCD) digital camera, which with the help
of mirror captures the side and top view of the hand simultaneously.
The black and white digital image is analysed by software

running on a built in HD 64180microprocessor. (This a Z-80 base chip) to
extract identifying characteristics from the hand picture. The software
compares those features to capture when the user was enrolled in the
system, and signals the result-match or no match. Analysis is based on the
measurement and comparison of geometric. The magnification factor of
the camera is known and is calibrated for pixels per inch of real distance.
Then the dimensions of parts of the hand, such as finger length, width and
area are measured, adjusted according to calibration marks on the platen
and used to determine the identifying geometric of the hand.

HOW IT WORKS:
(Figure 2)

A strong correlation exists between the dimensions of the hand. For
example if the little finger is long, the index finger will most likely also be
along. Some 400 hands were measured to determine these
interrelationships, and the results are integrated into the system as a set
of matrices are applied to measured geometric to produce the 9byte
identity feature vector that is stored in the system during enrolment, with
this amount of data compression, the current 4.5 kg unit with single
printed circuit board can store 2000 identities.
Enrolment involves taking three hands reading and averaging the

resulting vectors. Users can enroll themselves with minimal help. When
used for identification the 9-byte vector is compared to the stored
vector and score based on the scalar difference is stored. Low scores
indicate a small difference; high scores mean a poor match. The
recognition systems product fine-tunes the reference vector a small
increment at a time, in case the original template was made under less
than perfect conditions.
There are so many other systems for hand recognition. One was an
effort by SRI international, to take pictures of unconstrained hands help
in free space. This system was introduced in 1985. Biometrics Inc.,
Tokyo’s Toshiba Corp. Identification corp. etc are some companies
which developed biometrics systems.
4.2 FINGER PRINT / FINGER SCAN
Perhaps most of the work in biometrics

identification has gone into the fingerprint for
general security and computer access control
application fingerprints are gaining popularity.

HOW IT WORKS:
Image Capture Minutiae Identification Template Mapping Record Formation
Figure 3

The fingerprint’s stability and uniqueness is well established. Based
upon a century of examination, it is estimated that the change of two
people, including twins, having the same print is less than one a billion.
In verifying a print, many devices on the market analyze the position of
details called minutiae such as the endpoints and junctions of print
ridges. These devices assign locations to the minutiae using x, y, and
directional variables. Some devices also count the number of ridges
between minutiae to form the reference template. Several companies
claim to be developing templates of under 100 bytes. Other machine
approach the finger as an image processing problem and applying
custom very large scale integrated chips, neural networks, fuzzy logic
and other technologies to the matching problem.
The fingerprint recognition technology was developed for some 12

years before being matched in 1983 by Identix Inc.
The Identix system uses a compact terminal that incorporates light

and CCD image sensors to take high-resolution picture of a fingerprint.
It based on 68000 CPU with additional custom chips, but can also be
configured as a peripheral for an IBM PC. It can operate as a standalone
system or as part of a network.
To enroll a user is assigned a personal identification number and

then puts a single finger on the glass or Plexiglas plate for scanning by
a CCD image sensor. The 250-KB image is digitalized and analyzed, and
the result is approximately 1-KB mathematical characterization of the
fingerprint. This takes about 30 seconds. Identity verifications take less
than 1 second. The equipment generally gives the user three attempts
for acceptance or finds rejection. With the first attempt the false
rejection is around 2-3 percent and false acceptance is less than 0.0001
per cent. Each standalone unit cab stores 48 fingerprint templates
which may be expanded to 846 by installing an additional memory
package.

Fingerprints have overcome the stigma of their use in law
enforcement and military applications. Finger print recognition is
appropriate for many applications and is familiar idea to most people
even if only from crime dramas on television. It is non-intrusive, user
friendly and relatively inexpensive.
4.3. FACE
Biometrics developers have also not lost

sight of fact that humans use the face as their
primary method of telling who’s who. More than a
dozen effort to develop automated facial
verification or recognition systems use
approaches ranging from pattern recognition
based on neural networks to infrared scans of ‘hot spots’ on the face.
Using the whole face for automatic identification is a complex task

because its appearance is constantly changing. Variations in facial
expressions, hair styles and facial hair, head position, camera scale and
lighting create image that are usually different from the image captured
on a film or videotape earlier. The application of advanced image
processing techniques and the use of neural networks for classifying the
images, however, has made the job possible.
Artificial neural networks are massively connected parallel

networks of simple computing elements. Their design mimics the
organization and performance of biological neural networks in the
nervous system and the brain. They can learn and adapt and be taught
to recognize patterns both static and dynamic. Also their
interconnected parallel structure allows for a degree of fault tolerance
as individual computing elements become inoperative. Neural networks
are being used for pattern recognition function approximation, time
series analysis and disk control.

There is only one system available on the market today. The
system is developed by Neuro Metric Vision system Inc. This can
recognize faces with a few constraints as possible, accommodating a
range of camera scales and lighting environments, along with changes
in expression and facial hair and in head positions. The work sprang
from the realization that such techniques as facial image comparisons,
measurement of key facial structure and the analysis of facial geometry
could be used in face recognition system. Any of these approaches
might employ rule-based logic or a neural network for the image
classification process.
The Nuerometric system operates on an IBM-compatible 386 or

486 personal computer with a maths co-processor, a digital signal
processing card and a frame grabber card to convert raster scan frames
from an attached camera in to pixel representations. The system can
capture images from black and white video cameras or vide recorders
in real time.
Software running on the DSP card locates the face in the video
frame, scales and rotates if necessary, compensating for lighting
differences and performs mathematical transformations to reduce the
face to a set of floating point feature vectors. The feature vector set is
input to the neural network trained to respond by matching it to one of
the trained images in as little as 1 second.
The system’s rejection level can be tuned by specifying the

different signal to noise ratios for the match – a high ratio to specify a
precise match, and a lower one to allow more facial variation. In a
tightly controlled environment, for example, the system could set up to
recognise a person only when looking at the camera with same
expression he or she had when initially enrolled in the system.

To enroll someone in the Neuro Metric system, the face is captured,
the feature vectors extracted, and the neural network is trained on the
features. Grayscale facial images may be presented from live video or
photographs via videodisk. The neural network is repeatedly trained
until it learns all the faces and consistently identifies every image. The
system uses neural network clusters of 100-200 faces to build its face
recognition database. If multiple clusters are required they can be
accessed sequentially or hierarchically. When faces are added to or
detected from the database, only the affected clusters must be
retrained, which takes 3-5 minutes.
HOW IT WORKS:
Photo taken / Index located Nodal Points Template created
(Numeric)
4.4 EYE
The other method of identification involves the eye. Two types of

eye identification are possible, scanning the blood vessel pattern on the
retina and examining the pattern of the structure of the iris. Now we
can look through a detailed description of each type below.
4.4 (1) RETINA
Retina scans, in which a weak infrared light is directed

through the pupil to the back of the eye, have been commercially
available since 1985. The retinal pattern is reflected back to a charge-

coupled device (CCD) Camera, which captures the unique pattern and
represents it in less than 35 bytes of information. Retina scans are one
of the best biometrics performers on the market, with low false reject
rates and nearly 0 present false accept rate. The technology also offers
small data templates provides quick identity confirmations, and handles
well the job of recognizing individuals in a database of under 500
people. The toughest hurdle for retinal scan technology is user
resistance. People don’t want to put their eye as close to the device as
necessary. Only one company, Eye identifies Inc., produces retinal scan
products.
4.4 (2) IRIS

Once it was the whites of their
eyes that counted. Retinal pattern recognition
has been tried but found uncomfortable
because the individual must touch or remain
very close to a retinal scanner. Now the iris is the focus of a relatively
new biometrics means of identification. Standard monochrome video or
photographic technology in combination with robust software and
standard video imaging techniques can accept or reject an iris at
distance of 30-45 cm.
A device that examines the human iris is being developed by

Iriscan Inc. The technique’s big advantage over retinal scans is that it
does not require the user to move close to the device and focus on a
target because the iris pattern is on the eye’s surface. In fact the video
image of an eye can be taken at distance of a metre or so, and the user
need not interact with device at all.
The technology being implemented by Iriscan Inc., is based on
principles developed and planted by ophthalmologists Leonard Flom
and Aran Safir and on mathematical algorithms developed by John
Daugman. In their practice, Flom and Safir observed that every iris had
highly detailed and unique texture that remains stable over decades of

life. This part of the eye is one of the most striking features of the face.
It is easily visible from yards away as a colored disk, behind the clear
protective window of the cornea, surrounded by the white tissue of the
eye. Observable features include contraction furrows striations, pits,
collagenons fibers, filaments, crypts, serpentine, vasculature, rings and
freckles. The structure of iris is unique, as in fingerprint, but it boasts
more than six times as many distinctly different characteristics as the
finger print. This part of the eye, moreover cannot surgically modified
without damage to vision. It is produced from damage or internal
changes by the cornea and it responds to light, a natural test against
artifice.
HOW IT WORKS:
Video Capture Pattern Extraction Coordinate Creation Iris Code Record
4.5 SPEECH
Another biometrics approach that is attractive because of its

acceptability to users is voice verification. All the systems used in
analyzing the voice are rooted in more broadly based speech
processing technology. Currently, voice verification is being used in
access control for medium security areas or for situations involving
many people as in offices and lab. There are two approaches to voice
verification. One is using dedicated hardware and software at the point
of access .The second approach is using personal computer host
configurations that drive a network over regular phone lines.

One of the latest implementation of the technology is the
recently demonstrated AT&T Smart Card used in an automatic teller
system. The AT&T prototype stores an individual’s voice pattern on a
memory card, the size of a credit card. In brief, someone opening an
account at a bank has to speak a selected two or three-syllable word
eight items. The word can be chosen by the user and belong to any
language or dialect.
Another approach being as an alternative to the algorithms

discussed is based on Hidden Markov Models, which consider the
probability of state changes and allow the system to predict what the
speaker is trying to say. This capability would be crucial for speaker
independent recognition. Storing voice templates on a card and
receiving and processing voice information at a local device, such as
ATM, eliminated variations due to telephone connection and types of
telephones used.
4.5(1) SPEAKER VERIFICATION
The speaker- specific characteristics of speech are due to

differences in physiological and behavioral aspects of the speech
production system in humans. The main physiological aspect of the
human speech production system is the vocal tract shape. The vocal
tract is generally considered as the speech production organ above the
vocal folds, which consists of the following: (a) laryngeal pharynx
(beneath the epiglottis), (b) oral pharynx (behind the tongue, between
the epiglottis and velum), (c) oral cavity (forward of the velum and
bounded by the lips, tongue, and palate),(d) Nasal pharynx (above the
velum, rear end of nasal cavity), and (e) nasal cavity (above the palate
and extending from the pharynx to the nostrils). The shaded area in
figure 4 depicts the vocal tract.

Figure 4
The vocal tract modifies the spectral content of an acoustic wave

as it passes through it, thereby producing speech. Hence, it is common
in speaker verification systems to make use of features derived only
from the vocal tract. In order to characterize the features of the vocal
tract, the human speech production mechanism is represented as a
discrete-time system of the form depicted in figure 5.

Figure 5
The acoustic wave is produced when the airflow from the lungs is
carried by the trachea through the vocal folds. The source of excitation
can be characterized as phonation, whispering, friction, compression,
vibration, or a combination of these. Phonated excitation occurs when the
airflow is modulated by the vocal folds. Whispered excitation is produced
by airflow rushing through a small triangular opening between the
arytenoids cartilage at the rear of the nearly closed vocal folds. Friction
excitation is produced by constrictions in the vocal tract. Compression
excitation results from releasing a completely closed and pressurized
vocal tract. Vibration excitation is caused by air being forced through a
closure other than the vocal folds, especially at the tongue. Speech
produced by phonated excitation is called voiced, that produced by
phonated excitation plus friction is called mixed voiced, and that
produced by other types of excitation is called unvoiced.

It is possible to represent the vocal-tract in a parametric form as the
transfer function H (z). In order to estimate the parameters of H (z) from
the observed speech waveform, it is necessary to assume some form for
H (z). Ideally, the transfer function should contain poles as well as zeros.
However, if only the voiced regions of speech are used then an all-pole
model for H (z) is sufficient. Furthermore, linear prediction analysis can
be used to efficiently estimate the parameters of an all-pole model.
Finally, it can also be noted that the all-pole model is the minimum-phase
part of the true model and has an identical magnitude spectra, which
contains the bulk of the speaker-dependent information.
4.6 MULTI BIOMETRICS
4.6.1 Integrating Faces and Fingerprints for Personal

Identification
An automatic personal identification system based on fingerprints

or faces is often not able to meet the system performance requirements.
Face recognition is fast but not reliable while fingerprint verification is
reliable but inefficient in database retrieval. A prototype biometric
system is developed which integrates faces and fingerprints. The system
overcomes the limitations of face recognition systems as well as
fingerprint verification systems. The integrated prototype system
operates in the identification mode with an admissible response time.
The identity established by the system is more reliable than the identity
established by a face recognition system. In addition, the proposed
decision fusion schema enables performance improvement by integrating
multiple cues with different confidence measures. Experimental results
demonstrate that our system performs very well. It meets the response
time as well as the accuracy requirements.

4.6.2 A Multimodal Biometric System Using
fingerprint, Face and Speech
A biometric system which relies only on a single biometric

identifier is often not able to meet the desired performance
requirements. Identification based on multiple biometrics represents on
emerging trend. A multimodal biometric system is introduced (figure
given below), which integrates face recognition, fingerprint verification,
and speaker verification in making a personal identification.
This system takes advantage of the capabilities of each individual

biometric. It can be used to overcome some of the limitations of a single
biometrics. Preliminary experimental results demonstrate that the
identity established by such an integrated system is more reliable than
the identity established by a face recognition system, a fingerprint
verification system and a speaker verification system.

Figure 6

RESEARCH METHODOLOGY:
Methodology is defined as : the analysis of the principles of methods,

rules and postulates employed by a discipline” or “the development of
methods, to be applied within a discipline.”
Research is a systematic and logical study of an issue or problem or

phenomenon through scientific method. John Webs defines research is
“considered to be the more formal, systematic, intensive process of
carrying on the scientific method of analysis. It involves a more systematic
structure of investigation, usually resulting in some sort of formal record of
procedures and report of result or conclusions.”
According to Oxford dictionary, methodology is a system of methods

used in a particular field. Research methodology refers to the various
sequential steps adopted by a researcher in studying the problem with
certain objectives in mind. Research methodology is a way of systematically
solving the research problem. It may be understood a science of studying
how research is done systematically. The researcher studies the various
steps that are generally adopted by the researcher in tahe while process. It
follows the logical progression of events in a sequenced fashion.
Francis Bacon define “research is a power of suspending judgment with

patience, of mediating with pleasures, of asserting with caution, of
correcting with readiness and of arranging thought with scrupulous plan.”
The Webster Dictionary proposes a very inclusive definition of research as

“a careful inquiry or examination in seeking facts or principles: diligent
investigation in order to ascertain something.”
RESEARCH PROCESS:
Research process consists of series of actions or steps necessary to
effectively carry out research and the desired sequencing of steps. It
indicates a number of closely related activities. The following order
concerning various steps provides a useful guideline for the research
process.
 Formulating the research problem

 Extensive literature survey
 Development of working hypothesis
 Preparing the research design
 Determining the sample design
 Collecting data
 Execution of the project
 Analysis of the data
 Hypothesis testing
 Generalization and interpretations
 Preparation of the report or presentation of the results.
RESEARCH DESIGN:
Research design is a plan of action, a plan for collecting and analyzing data
in an economic, efficient and relevant manner. It is a logical and systematic
plan prepared for directing a research study. It specifies that the objectives
of the study, the methodology and the techniques to be adopted for
achieving the objectives. It constitutes the blue print for the collection,
measurement and analysis of data.
Descriptive design is fact finding investigation with adequate interpretation.

It is the simplest type of research. It is more specific as it focuses on
particular aspects or dimensions of the problem studied. It is designed to

gather descriptive information and provides information for formulating
more sophisticated studies. Data are collected by using one or more
appropriative methods: Observation, interviewing and questionnaire.
The researcher has decided to take up descriptive study so as to study the

Customer perception towards the biometric ATM, Shahabad.
Descriptive research: it is a fact finding investigation with adequate

interpretation .it is the simplest type of research. It is more specific than
any other study, as it focuses on particular aspects or dimensions of the
study.
Sample design:
N = ((Z*S)/E) 2
Sample size:
Sample size refers to the number of items to be selected from the universe
to constitute the sample. From the sample design formula I have selected
total 100 respondents for the study then later divided it to 40 respondents
are employee of Canara bank and 60 respondents are customer of Canara
bank.
Sampling technique:
The researcher has used simple random sampling technique which

allows for equal chance for everybody ( probability) in the population to be
selected.

Tools for data collection:
The researcher used a structured close ended questionnaire as the tool
for data collection. A questionnaire consists of a number of questions
printed in order and has multiple choice answers. The questionnaire is
given to the respondents who are expected to read and understand the
questions and 49tick the appropriate answer to the question. The
questionnaire used in the study had 13 items.
Application of suitabe tools such as graphs, charts, daigrams for the
analysied data while representation in the report is one of drawback of the
study.
Sources of data:
The source of this data which is collected from various sources to know
Biometric ATM on customer perception the sources are going to be
collecting through:
1) Primary data:
A. Questionnaire
Area of study:
Only in two places the Biometric ATM is installed in Karnataka by CANARA
Bank. i.e.
1. Devanahalli near to Bangalore

2. Kulwalo near to Bangalore
As the seondary data is collected through Internet directly from
those website which provides the information about CANARA bank
Company profile, Banking Industry and about Biometric ATM. The area
choosen for the study is CANARA Bank, Shahabad.
Statistical tools:
1. Testing of hypothesis
2. Coefficient of Co-relation

ANALYSIS & INTERPRETATION:
EMPLOYEE QUESTIONNAIRE:
TABLE 1: Educational Standard:
No of Respondents Percentage
Illiterate 0 0%
SSLC 1 1%
PUC 3 3%
Degree 29 29%
Other 7 7%
Total 40 40%
Interpretation:
From the above graph, 29% of respondents have

completed there graduation degree and 7% have
completed there masters degree.

TABLE 2: Have you used any biometric verification
application before?
Yes
No
Interpretation:
From the above graph, 100% of respondent are aware of

any biometric Verification Application.

TABLE 3: Which biometric verification application have you
used/heard before?
Fingerprint verification
Hand geometry verification
Face geometry recognition
Earlobe geometry recognition
Voice waves recognition
DNA verification
Signatures verification
Biometric Injection verification
Interpretation:

fingerprint verification will is being used in the daily life of the
customers.

TABLE 4: Biometric technology increases security in general.
No of Percentag
Respondents e
Strongly Agree 24 24%
Agree 8 8%
Neutral 1 1%
Disagree 0 0%
Strongly 0 0%
Disagree
Total 40 40%
Interpretation:
From the above graph, 24% of respondents strongly agree and

8% of respondents agree that the biometric ATM increases the
security in general. This options describe the perception of
security.

TABLE 5: Comment on biometric verification application against
non-biometric ATM.
a) Verification speed
Higher Lower
b) Accuracy
Higher Lower
Interpretation:
From the above graph, 100% of respondents comment on

the verification speed and accuracy of Biometric ATM is
high as when it is compared to the non-biometric ATM.

TABLE 6: After the existence of Biometric ATM, how do you feel
about the workload is reduce?
No of Percentag
Respondents e
Excellent 14 14%
Good 15 15%
Satisfactory 10 10%
Unsatisfactory 0 0%
Poor 0 0%
Total 40 40%
Interpretation:
From the above graph, 14% of respondents excellent and

15% of the respondents good, 10% of the respondents are
satisfied that after the existence of biometric ATM there
workload is reduced to large extent.

TABLE 7: To what extent the Biometric ATM will be helpful in
your daily routine?
No of Percentag
Respondents e
Performance 9 9%
Efficiency 6 6%
Reduction in workload 7 7%
Better customer 18 18%
service
Total 40 40%
Interpretation:
From the above graph, 18% of respondents feel better

customer service, 9% of respondents feel performance,
7% of respondents feel reduction in workload, 6% of
respondents feel efficiency is helpful in daily routine by
the biometric ATM existence.

TABLE 8: What factors attract you in Biometric ATM as
compared to non-Biometric ATM (normal ATM)?
No of Percentag
Respondents e
Security 30 30%
Verification 15 15%
Speed
Accuracy 11 11%
Service 1 1%
Maintenance 0 0%
Total 40 40%
Interpretation:
From the above graph, 32% of respondents are attracted

towards the security, 15% of respondents are attracted
towards the verification speed, 11% of respondents are
attracted towards the accuracy of the Biometric ATM.

TABLE 9: On a scale of 5 how would you rank the services of
Ranking
Brands 1 2 3 4 5
Biometric ATM
ATM
Interpretation:
From the above graphs, 30% of the empolyee’s perception

is favorable towards the non-Biometric ATM as compared
Biometric ATM and 21% favorable towards the biometric
ATM.

TABLE 10: How would you rate the Biometric ATM on an overall
basis, on a scale of 10?
Low 1 2 3 4 5 6 7 8 9 10 High
Interpretation:
From the above graph, 33% of the respondents rated the

overall basis on scale of 10 in the preferable ranking
manner.

TABLE 11: What factors influence you to choose a Biometric
ATM?
No of Percentag
Respondents e
Friends 0 0%
Advertisemen 6 6%
t
Security 20 20%
Service 14 14%
other 0 0%
Total 40 40%
Interpretation:
From the above graph, 32% of respondents are influence

by friends, 28% of respondents are influenced by the
security which is been provided by the Biometric ATM.

TABLE 12: How do you come to know about Biometric ATM?
No of Percentag
Respondents e
Advertisemen 2 2%
t
Television 1 1%
Newspaper 5 5%
Friends 31 31%
other 1 1%
Total 40 40%
Interpretation:
From the above graph, 31% of the respondents came to

know by friends. 5% of the respondents came to know by
newspaper, 1% by television, 2% of the respondents came

to know by advertisement of biometric ATM and its
benefit.
CUSTOMER:
TABLE 1: Educational Standard:
No of Respondents Percentage
Illiterate 0 0%
SSLC 3 3%
PUC 10 10%
Degree 29 29%
Other 31 31%
Total 60 60%
Interpretation:
From the above graph, 3% have completed there SSLC, 10%

have completed there PUC, 29% of respondents have

completed there graduation degree and 31% have completed
there masters degree.
TABLE 2: Have you used any biometric verification application

before?
1. Yes
2. No
Interpretation:
From the above graph, 100% of respondent are aware of any

biometric Verification Application.

TABLE 3: Which biometric verification application have you
used/heard before?
1. Fingerprint verification
2. Hand geometry verification
3. Face geometry recognition
4. Earlobe geometry recognition
5. Voice waves recognition
6. DNA verification
7. Signatures verification
8. Biometric Injection verification
Interpretation:

fingerprint verification will is being used in the daily life of the
customers.
TABLE 4: Biometric technology increases security in general.
No of Percentag
Respondents e
Strongly Agree 27 27%
Agree 10 10%
Neutral 22 22%
Disagree 1 1%
Strongly 0 0%
Disagree
Total 60 60%
Interpretation:

From the above graph, 27% of respondents strongly agree and
10% of respondents agree that the biometric ATM increases the
security in general. This options describe the perception of
security.
TABLE 5: Comment on biometric verification application against

non-biometric ATM.
Verification speed
Higher Lower
Accuracy
Higher Lower

Interpretation:
From the above graph, 100% of respondents comment on

the verification speed and accuracy of Biometric ATM is
high as when it is compared to the non-biometric ATM.
TABLE 6: After the existence of Biometric ATM, are you

dependent on other person for operating your account?
No of Percentag
Respondents e
Strongly Agree 0 0%
Agree 0 0%
Neutral 0 0%
Disagree 25 25%
Strongly 35 35%
Disagree
Total 60 60%

Interpretation:
From the above graph, 35% of respondents strongly

disagree and 25% of the respondents disagree that after
the biometric ATM they are dependent on other people for
operating the account.
TABLE 7: Are you satisfied by the transaction limit given by

Biometric ATM.
No of Percentag
Respondents e
Strongly Agree 4 4%
Agree 15 15%
Neutral 24 24%
Disagree 17 17%
Strongly 0 0%
Disagree
Total 60 60%

Interpretation:
From the above graph, 4% of respondents strongly

agree,15% respondents agree with the transaction limit of
the ATM and 17% of respondents strongly disagree
towards the transaction limit of the Biometric ATM.
TABLE 8: What factors attract you in Biometric ATM as

compared to non-Biometric ATM (normal ATM)?
No of Percentag
Respondents e
Security 32 32%
Verification 15 15%
Speed
Accuracy 11 11%
Service 2 2%
Maintenance 0 0%

Interpretation:
From the above graph, 32% of respondents are attracted

towards the security, 15% of respondents are attracted
towards the verification speed, 11% of respondents are
attracted towards the accuracy of the Biometric ATM.
TABLE 9: On a scale of 5 how would you rank the services of
Ranking
Brands 1 2 3 4 5
Biometric ATM
ATM

Interpretation:
From the above graphs, 42% of the customer’s perception

is favorable towards the non-Biometric ATM as compared
Biometric ATM.
TABLE 10: How would you rate the Biometric ATM on

an overall basis, on a scale of 10?
Low 1 2 3 4 5 6 7 8 9 10 High

Interpretation:
From the above graph, 56% of the respondents rated the

overall basis on scale of 10 in the preferable ranking
manner.
TABLE 11: What factors influence you to choose a Biometric

ATM?
No of Percentag
Respondents e
Friends 32 32%

Advertisemen 0 0%
t
Security 28 28%
Service 0 0%
other 0 0%
Total 60 60%
Interpretation:
From the above graph, 32% of respondents are influence

by friends, 28% of respondents are influenced by the
security which is been provided by the Biometric ATM.
TABLE 12: How do you come to know about Biometric ATM?
No of Percentag

Respondents e
Advertisemen 5 5%
t
Television 9 9%
Newspaper 16 16%
Friends 25 25%
other 5 5%
Total 60 60%
Interpretation:
From the above graph, 25% of the respondents came to know

by friends. 16% of the respondents came to know by
newspaper, 9% by television, 5% of the respondents came to
know by advertisement of biometric ATM and its benefit.
HYPOTHESIS TESTING FOR PROPORTION:

EMPOLYEES:
HO: 90% of employees are satisfied towards the reduction of
workload due to Biometric ATM
H1: 90% of employees are not satisfied towards the reduction
of workload due to Biometric ATM
P = 0.98
HO: P HO = 0.9
H1: q H0 = 0.9
P =√P HO *q H0
n
=√ 0.9*.01
40
=0.0474
Z=P-P HO
P
= 0.98 – 0.9
0.0474
=1.68
α =5%

-1.96 +1.96
1.68
Result:
HO: is accepted. Therefore 90% of employees are
satisfied towards the reduction of workload due to Biometric
ATM.

CUSTOMER:
HO: Impact of customer perception towards Biometric ATM is

not significant compared with Non- Biometric ATM.
H1: Impact of customer perception towards Biometric ATM is
significant compared with Non- Biometric ATM.
P = 0.58
HO: P HO = 0.5
H1: q H0 = 0.5
P =√P HO *q H0
n
=√ 0.5*.05
60
=0.0645
Z=P-P HO
P
= 0.58 – 0.5
0.0645
=1.24
α =5%

-1.96 +1.96
1.24
Result:
HO: is accepted. Therefore Impact of customer
perception towards Biometric ATM is not significant compared
with Non- Biometric ATM.

CORRELATION TEST:
A statistical tool with the help of which we can find the degree of
relationship that exists between two or more variables is technically called
correlation.
CUSTOMER:
rs: There is correlation between the Biometric ATM and normal ATM
rs: There is no correlation between the Biometric ATM and normal ATM
X X Y Y d=u- D2
(u) (v) v
0 2 0 2 0 0
0 2 0 2 0 0
3 5 0 2 3 9
3
2 4 1 4 0 0
rs=1 – 7 8
(6∑d2+ 20 4 5 3 9
C.F) 2
n -n
3
∑D2=1
rs= 1- 8
6*18+ 2/(53 - 5)
= 1 – 110/125 -5
=1 - 110/120
=1 – 0.9
= 0.1
Result:
rs is 0.1. Therefore there exist a simple correlation between the Biometric
ATM and Non- Biometric ATM.

Employee:
rs: There is correlation between the Biometric ATM and normal ATM
rs: There is no correlation between the Biometric ATM and normal ATM
X X Y Y d=u- D2
(u) (v) v
0 0.5 0 2 -1.5 2.25
0 0.5 0 2 -1.5 2.25
7 3 0 2 1 2
1 4 1 4 0 0
2 0
2 5 3 5 0 0
rs=1 – 1 0
(6∑d2+ ∑D2=6.
C.F) 5
n3-n
rs= 1-6*6.5 + 2.5/(53 - 5)

= 1 – 41.5/125 -5
=1 – 41.5/120
=1 – 0.346
= 0.654
Result:
rs is 0.1. Therefore there exist a simple correlation between the
Biometric ATM and Non- Biometric ATM.

LIMITATIONS OF THE STUDY:
Although this project was conducted with the aim of providing accurate and
authentic information, the research will be subject to a few practical
constraints that constitute the limitation of this report.
1. This sample size is too small to generalize and quantity the entire
market.
2. The study was not conducted on very large scale due to time of
economic constraints.
3. The study was conducted with the basic assumption that the
information given by the customers in factual represents their free
feeling and their behavior.
4. The findings cannot be generalized or authentic for a long time

because technology is changing very fast every day.

FINDINGS:
 After testing the hypothesis for employee, HO: is
accepted. Therefore 90% of employees are satisfied towards
the reduction of workload due to Biometric ATM.
 After testing the hypothesis for customer, HO: is

accepted. Therefore Impact of customer perception towards
Biometric ATM is not significant compared with Non- Biometric
ATM.
 After testing the correlation test for the customer, rs is 0.1

Therefore there exist a simple correlation between the
 After testing the correlation test for the employee, rs is 0.1.

Therefore there exist a simple correlation between the
 By the introduction of technology in banking operations the

bank is experiencing the reduction in cost of operations and
time saving in its transactions.
 Unbanked population is being banked. Focus towards the rural

areas in banking sector is given.
 Positive response towards the new technology existence.
 Most of the customers don’t know about different types of

services provide by bank other than online services.
 This technology did not exist more than six months because of
lack of expert in the maintenance.
 The outsourcing of maintenance of biometric ATM is not done

properly to the extent.

 The transaction limit is less as compared to the normal ATM
Only Rs 10,000 can be removed at once.
 Biometric ATM is started only in few rural areas.
CONCLUSION:
In the last few years, the banking industry has seen many
revolutionary changes in rendering services to the public at large and in
particular to customer. The development in the field of information
technology has also contributed for the improved services to customer in
recent times. Now the banks offer besides traditional services more
sophisticated and customer friendly services like Biometric ATM, e-Banking,
mobile banking, Tele banking, credit and debit card services which has
made modern customer life more convenient and happier.
Canara bank being a nationalized bank having a wide branch network

in India and abroad is also rendering latest services to its customers and
has earned a very high reputation in the industry.
Canara Bank is mainly concentrating on targeting the unbanked

population such as illiterate people so bank has to the maintenance and
give the information of the new technology to the customers.
With the available potential satisfaction rate of 90% respondents

bank can easily retain these customers and also attract new customers if
the above found necessities are met by the Canara Bank in the future.

SUGGESTIONS:
• Bank has to improve the technical and functional quality of the services.
• Even though bank is providing different types of services but bank is

not concentrating on other services to target the illiterate people.
Though the bank has newly launched the Biometric ATM but it was
has not lasted for the long period.
• Service quality is one of the major determinants for gaining

customers satisfaction so bank has to improve its service quality.
Bank has to upgrade the Biometric ATM with the expertise
technology.
• More number of Canara Bank Biometric ATM centers should be

installed through out the Karnataka for the convenient of the
customers. In view to increase the existing satisfaction rate.
• Bank has to educate its customers because they don’t know about
the services other than online and core banking services.
• Canara bank has to clear the customer quire as early as possible.
• Canbank has give more focus towards the upgrade the outsourcing of
maintenance of Biometric ATM.
• The company has to take care of the customer opinions for the entire
satisfaction on the services of Canara bank.

Dear Sir/Madam,
I am pleased to introduce myself as MBA 3rd
student of INC College, Gulbarga. As a part of curriculum I have
undertaken a research to study on customer perception. “A Study
on impact of Biometric ATM on customer perception with
reference to CANARA BANK”. I request you to support my study
and spend your valuable time with me. The information provided by
you will be strictly kept confidential and used for academic purpose
only.
Name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Tell/Cell: _ _ _ _ _ _ _ _ _ _ _ _
Occupation: _ _ _ _ _ _ _ _ _ _ _ _ _
Age: _ _ _ _ _ _ _ Gender: _ _ _ _ _ _ _ _
1. Educational Standard:
(a) Illiterate (b) SSLC
(c) PUC (d) Degree
(e) Any other (please specify):_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
2. Have you used any biometric verification application before?
Yes No
3. Which biometric verification application have you used/heard

before?
Fingerprint verification
Hand geometry verification
Face geometry recognition
Earlobe geometry recognition
Voice waves recognition
DNA verification
Signatures verification
Biometric Injection verification
4. Biometric technology increases security in general.
Strongly agree Neutral

Agree Disagree
Strongly disagree
5. Comment on biometric verification application against non-

biometric ATM.
Verification speed
Higher Lower
Accuracy
Higher Lower
6. After the existence of Biometric ATM, how do you feel about

the workload is reduce?
Excellent Good
Satisfactory Unsatisfactory
Poor
7. To what extent the Biometric ATM will be helpful in your daily

routine?
Performance
Efficiency
Reduction in workload
Better customer service

8. What factors attract you in Biometric ATM as compared to
non-Biometric ATM (normal ATM)?
Security Verification Speed
Accuracy Service
Maintenance
9. On a scale of 5 how would you rank the services of
Ranking
Brands 1 2 3 4 5
Biometric ATM
ATM
10. How would you rate the Biometric ATM on an overall basis, on
a scale of 10?
Low 1 2 3 4 5 6 7 8 9 10 High
11. What factors influence you to choose a Biometric ATM?

Friends Advertisement
Security Service
If other please specify____________________________
12. How do you come to know about Biometric ATM?

Advertisement Television
Newspaper Friends
13. Your suggestion for the improvement in customer service of

CANARA BANK.
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_________________________________________________________________

Thank You for Your Cooperation

Dear Sir/Madam,
I am pleased to introduce myself as MBA 3rd
student of INC College, Gulbarga. As a part of curriculum I have
undertaken a research to study on customer perception. “A Study
on impact of Biometric ATM on customer perception with
reference to CANARA BANK” I request you to support my study
and spend your valuable time with me. The information provided by
you will be strictly kept confidential and used for academic purpose
only.
Name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Tell/Cell: _ _ _ _ _ _ _ _ _ _ _ _
Occupation: _ _ _ _ _ _ _ _ _ _ _ _ _
Age: _ _ _ _ _ _ _ Gender: _ _ _ _ _ _ _ _
1. Educational Standard:
(a) Illiterate (b) SSLC
(c) PUC (d) Degree
(e) Any other (please specify):_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
2. Have you used any biometric verification application before?
Yes
No
3. Which biometric verification application have you used/heard

before?
1. Fingerprint verification
2. Hand geometry verification
3. Face geometry recognition
4. Earlobe geometry recognition
5. Voice waves recognition
6. DNA verification
7. Signatures verification
8. Biometric Injection verification
4. Biometric technology increases security in general.

Agree Disagree
Strongly disagree
5. Comment on biometric verification application against non-

biometric ATM.
Verification speed
Higher Lower
Accuracy
Higher Lower
6. After the existence of Biometric ATM, are you dependent on

other person for operating your account?

Agree Disagree
Strongly disagree
7. Are you satisfied by the transaction limit given by Biometric

ATM.
Agree Disagree
Strongly disagree
8. What factors attract you in Biometric ATM as compared to

non-Biometric ATM (normal ATM)?
Security Verification Speed
Accuracy Service
Maintenance
9. On a scale of 5 how would you rank the services of
Ranking
Brands 1 2 3 4 5
Biometric ATM
ATM
10. How would you rate the Biometric ATM on an overall basis, on
a scale of 10?
Low 1 2 3 4 5 6 7 8 9 10 High
11. What factors influence you to choose a Biometric ATM?

Friends Advertisement
Security Service
12. How do you come to know about Biometric ATM?

Advertisement Television
Newspaper Friends
Thank You for Your Cooperation

GLOSSARY:
Accuracy:
A catch all phrase for describing how well a biometric system performs. The
actual statistic for performance will vary by task (verification, open- set
identification (watchlist), and closed-set identification).
Algorithm:
A limited sequence of instructions or steps that tells a computer system
how to solve a particular problem. A biometric system will have multiple
algorithms, for example: image processing, template generation,
comparisons, etc.
Arch:
A fingerprint patterns in which the friction ridges enter from one side, make
a rise in the center, and exist on the opposite side. The pattern will contain
no true delta point.
Attempt:
The submission of a single set of biometric sample to a biometric system for
identification or verification. Some biometric systems permit more than one
attempt to identify or verify an individual.
Authentication:
The process of establishing confidence in the truth of some claim. The claim
could be any declarative statement.

Benchmarking:
The process of comparing measured performance against standard, openly
available, reference.
Bifurcation:
The point in fingerprint where a friction ridge divides or splits to form two
ridges.
Binning:
Process of parsing(examining) or classifying data in order to accelerate
and / or improve biometric matching.
Biometric Data:
A catch all phrase for computer data created during a biometric process. It
encompasses raw sensor observations, biometric samples, models,
templates and / or similarity scores. Biometric data is used to describe the
information collected during an enrollment, verification, or identification
process, but does not apply to end user information such as user name,
demographic information and authorizations.
Biometric sample:
Information or computer data obtained from a biometric sensor device.
Examples are images of face or fingerprint.
Claim of identity:
A statement that a person is or is not the source of reference in a database.
Claims can be positive (I am in the database), negative (I am not in the
database) or specific (I am end user 123 in the database).
Close ended questions:

Close ended questions refer to those questions which restrict interviewees
answers to pre-defined response options.
Comparison:
Process of comparing a biometric reference with a previously stored
reference or reference in order to make an identification or verification
decision.
Core point:
The “center(s)” of fingerprint. In a whorl pattern, the core point is found in
the middle of the spiral/circles. In a loop pattern, the core point is found in
the top region of the innermost loop. More technically, a core point is
defined as the topmost point on the innermost upwardly curving friction
ridgeline. A fingerprint may have multiple cores or no cores.
Correlation analysis:
Correlation analysis is a statistical technique used to measure the
magnitude of linear relationship between two variables.
Convert:
An instance in which biometric samples are being collected at a location
that is not know to by standers.
D-Prime(D’):
A statistical measure of how well a system can discriminate between a
signal and a non- signal.
Database:

A collection of one or more computer files. For biometric systems, these
files could consist of biometric sensor readings, templates, match results,
related end user information.
Decision:
The resultant action taken (either automated or manual) based on a
comparison of similarity score (or similar measure) and the system’s
threshold.
Degrees of freedom:
A statistical measure of how unique biometric data is. Technically, it is the
number of statistically independent features (parameters) contained in
biometric data.
Delta point:
Part of a fingerprint pattern that looks similar to the greek letter delta (o).
Technically, it is the point on a friction ridge at nearest to the point of
divergence of two types lines, and located at or directly in front of the point
of divergence.
Descriptive studies:
Descriptive studies are a type of formal research, where the objectives are
clearly established. In descriptive studies, a research gathers details about
all aspects of a problem situation.
Eavesdropping:
Surreptitiously obtaining data from an unknowing end user who is
performing a legitimate function. An example involves having a hidden
sensor co-located with legitimate sensor.

Encryption:
The act of transforming data into an unintelligible form so that it cannot be
read by unauthorized individuals. A key or a password is used to decrypt
(decode) the encrypted data.
End User:
The individual who will interact with the system to enroll, to verify, or to
identify. See also cooperation user, indifferent user, non-cooperation user,
un co-operation user, user.
Enrollment:
The process of collecting a biometric sample from an end user, converting it
into a biometric reference, and storing it in the biometric system’s database
for later comparison.
Extraction:
The process of converting a captured biometric sample into biometric data
so that it can be compared to a reference.
Face recognition:
A biometric modality that uses an image of the visible physical structure of
an individual’s face for recognition purposes.
Failure to Acquire(FTA):
Failure of biometric system to capture and / or extract usable information
from a biometric sample.
Failure to enroll (FTE):

Failure of biometric system to form a proper enrollment reference for an
end user. Common failures include end users who are not properly trained

to provide their biometrics, the sensor not capturing information correctly,
or captured sensor data of insufficient quality to develop a template.
Gait:
An individual’s manner of walking. This behavioral characteristic is in the
research and development stage of automation.
Hamming Distance:
The number of non-corresponding digits in a string of binary digits; used to
measure dissimilarity. Hamming distance are used in many daugman iris
recognition algorithms.
ICE – Iris Challenge Evaluation:

A large-scale development and independent technology evaluation activity
for iris recognition system sponsored by the U.S. government in 2005.
Identity Governance:
The combination of policies and actions taken to ensure enterprise-wide
consistency, privacy protection and appropriate interoperability between
individual identity management systems.
Impostor:
A person who submits a biometric sample in either an intentional or
inadvertent attempt to claim the identity of another person to a biometric
system.
Indifferent user:
An individual who knows his/her biometric sample is being collected and
does not attempt to help or hinder the collection of the sample.
Infrared:
Light that lies outside the human visible spectrum at its red (low frequency)
end.

Latent fingerprint:
A fingerprint “image” left on surface that was touched by an individual. The
transferred impression is left by the surface contact with the friction ridges,
usually caused by the oily residues produced by the sweat glands in the
finger.
Loop:
A fingerprint pattern in which the friction ridges enter from either side,
curve sharply and pass out near the same side they entered as illustrated
below. This pattern will contain one core and one delta.
Operational evaluation:
One of the three types of performance evaluations. The primary goal of an
operational evaluation is to determine the workflow impact seen by the
addition of biometric system.
Performance:
A catch-all phrase for describing a measurement of the characteristics, such
as accuracy or speed, of a biometric algorithm or system.
Positive correlation:
If the two variable’s correlated are moving in the same direction the
correlation is called positive. i.e if one variable increase the other variable
also increase or if one variable decrease the other variable also decrease.
PIN- Personal Identification Number:

A security method used to show “what you know”. Depending on the
system, a PIN can be used to either claim or verify a claimed identify.
Pixel:

A picture element. This is the smallest element of display that can be
assigned a color value.
Segmentation:
The process of parsing the biometric signal of interest from the entire
acquired data system.
Simple random sampling:

It is a type of probability sampling method where each element in the
target population has an equal chance or probability of inclusion in the
sample.
Spearman’s rank correlation coefficient:

Spearman’s rank correlation coefficient describes the linear relationship
between two ordinal-scaled variable. The rank correlation is denoted by rs.
Two tailed test:

Two tailed test is a hypothesis test where the null hypothesis rejected when
the value of sample statistic falls above or below the hypothesized
population parameter.
Verification:
A task where the biometric system attempts to confirm an individual’s
claimed identified by comparing a submitted sample to one or more
previously enrolled templates.
Questionnaire:
A Questionnaire is a set of questions to be asked of respondents in an
interview, with appropriate instructions indicating which questions are to be
asked, and in what order.

BOOKS REFERRED:
1) Service Marketing, customer perception, ICFAI Publication.
2) Performance highlights of 2008-2009, Canara bank Publication.
WEBSITES REFERRED:
• Title: Biometric ATMs coming to rural India
• www.engadget.com
By Darren Murph
• Biometric ATMs for rural India
• www.expresscomputeronline.com
By Chirasrota Jena
• TeNet develops low-cost ATMs for rural India
• http://www.ciol.com/content/news/2006/106062807.as
p?nl=5_192023_Jun28
By R Jai Krishna
• NCR plans big roll-out of biometric ATMs
• http://www.indopia.in/India-usa-uk-news/latest-
news/28076/Business/4/20/4
• Biometric ATMs for rural folk
• www.financialexpress.com
By Roopa kulkarni
• Biometric ATM: A boon for ATM usage
• http://www.merinews.com
By Ravi Kant
• http://www.topnews.in/canara-bank-introduces-mobile-
biometric-atm-rural-customers-22182
By Harish Dhawan
•www.canarabank.com
•www.wikipedia.com

Jaiswal Final Report

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Jaiswal Final Report

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Management Thesis

Under the guidance of

Internal Guide External

ICFAI NATIONAL COLLEGE

This is to certify that Management thesis – I titled “A Study on

Impact of Biometric ATM on customer perception with

reference to CANARA Bank” has been submitted by Leena

Jaiswal with Enrollment No. 8NBGL013 in partial fulfillment of

the requirement during semester – III of post graduation of

Master of Business Administration as prescribed by INC college

Gulbarga. During 2008 – 2010 embodies original work done by

Signature of Center head,

Name: Prof. Vijay

Center: INC, Gulbarga

This is to certify that Management thesis – I titled “A Study on

Impact of Biometric ATM on customer perception with reference

to CANARA Bank” has been submitted by Leena Jaiswal with

Enrollment No. 8NBGL013 in partial fulfillment of the

requirement during semester – III of post graduation of Master

of Business Administration as prescribed by INC college

Gulbarga. During 2009-2010 embodies original work done by

Signature of Internal Guide,

INC COLLEGE GULBARGA 3

Designation: Academic coordinator

Center: INC, Gulbarga

I, Leena Jaiswal, an MBA student of ICFAI NATIONAL COLLEGE

INC COLLEGE GULBARGA 4

My first and foremost thanks goes to God almighty my savior

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Chapter 1 Introduction 1-5

Chapter Research Methodology 47

Chapter 4 Conclusion and 83 - 84

Chapter 6 Bibliography 101 - 103

LIST OF THE TABLES:

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Graph 2.4.1: typology of identification methods

Therefore looking at the potential opportunities and scope of growth

This study analyzes the extent to which biometric ATM is attracting

The customer perception process starts with the identification of the

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I used conclusive research for collecting data from the customer

Further I have Sample size of 100 respondents were taken from

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In psychology and the cognitive sciences, perception is the process of

The word perception comes from the Latin perception-,

This term Perception is exceedingly important in the

. Services plays very important role in every organization. Now

A strong wave of globalization has been influencing and

INC COLLEGE GULBARGA 13

A typical enterprise during its initial developing stages pushes

Undoubtedly, products are the basic element for marketing no

Modern enterprises aim at creating overall values for customers

To understand customer’s perception is the biggest challenge

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As a matter of fact, one of the major characteristics of service is

For instance, in selecting an insurance service, beyond all doubt

Physical products can be relatively easily developed in this

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In the active area of delivering superior customer service,

This management thesis is based on the study of Customer

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1. PIN code/ password is the biggest problem.

2. If we forget the PIN code/password and try to enter wrong PIN

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