16-01-2012, 04:38 PM
Impact Of Atm On Customer Satisfaction
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Introduction
ATM means neither “avoids traveling with money” nor “any time money,” but certainly implies both. Slim ATM cards are fast replacing confounding withdrawal forms as a convenient way of getting your money from banks. In a way, they are rewriting the rules of financial transaction. A smart person no longer needs to carry a wallet-full of paper money on his person. All he needs to do is fish out an ATM (automated teller machine) card, insert it in the slot, punch in a few details and go home with hard cash.
ATM Networks
The ATMs of a bank are connected to the accounting platform of the bank through ATM switches. Inter-bank ATM networks are created by setting up apex level switches to communicate between the ATM switches of different banks. The inter-bank ATM networks facilitate the use of ATM cards of one bank at the ATM(s) of other banks for basic services like cash withdrawal and balance enquiry. Banks owning the ATMs charge a fee for providing the ATM facility to the customers of other banks. The ATM deploying bank from the card issuing banks recovers this fee referred to as ‘interchange fee’. However the interchange fee is not fixed across banks and depends on the terms of bilateral / multilateral arrangements. Banks with larger ATM network treat interchange fee as an important stream of revenue.
Review Of Literature
Agnihotri Peeyush (2001) in his paper ‘ “ IT way of getting cash” explained the working of ATM, ATM penetration per million persons in Asian countries and the system of security –how it works and also the frauds of ATM.
Simhan Raja (2003) in his article, “Shared ATM networks gain favour” explained the importance of shared network of ATM in Indian banks.
Research Methodology And Data Base
The present study is of analytical and exploratory nature. Accordingly, the use has been made of primary as well as secondary data. The secondary data have been collected mainly from RBI monthly bulletins, Financial Express political weekly, various newspapers and other literature available in the field. To know the problems of ATM structured questionnaires have been used to collect the data from customers using ATM services. To analyze the data, various statistical techniques such as average, std. deviation and normal distribution have been used as per the requirement of the data. F test has also been used to analyze the variances.
