CONTENTS

CHAPTER I
INTRODUCTION
CHAPTER II
HISTORY OF ATM
CHAPTER III
ATM CONCEPTS AND TYPES
CHAPTER IV
ANALYSIS AND INTERPRETATION
CHAPTER - V
SUGGESTIONS AND CONCLUSION
CHAPTER VIANNEXURES

CHAPTER I

INTRODUCTION

CONSUMER PERCEPTION ON ATM

General Introduction:

Globalization of the world market has brought

increased

demand

for

quick

money

transaction

service

.Professional & other consultancy service etc. They financial

service industry has undergone considerable changes since
1991 & this trend look set to continue with the ever-growing
dominance of personal banking products.

Specific Introduction

The overall growth of the economy is now so much

dependent on the economy is now so much development on
the service sector, the pace of development & growth of service
becomes

critically

important,

the

need

for

government

limitation in this sector is therefore self-evident. The prevailing

economy & environmental metamorphosis has become a
platform for corporate to rethink on & formulate their
strategies

so

as

to

remain

competitive

in

market

characterized by unprecedented thought not unforeseen,

dynamism, the ability to change has become a byword for a

service organization today.
(Tourism, financial, professional computer based services are
emerging as potential thrust areas in the 21 st century. The
rapid growth of development of countries has opened up vistas
which were of time and space including rapid communication
networks has brought about a boom in the service industry
leading to further decentralization and deregulation making
the world a one marketplace for service and goods for the
potential customers).

In 1939, LUTHER GEORGE SIMJIAN started

patenting and earlier and not so successful version of an
ATM .however DON-WETZET invented the first successful and
modern ATM in U.S.A.
Don Wetzel introduced an ATM (Automatic Teller Machine)
allows a bank customer to conduct their banking transactions
from almost every other ATM machine in the world. He was the
co-patentee & chief conceptualist of the automated teller
machine. An idea he thought of while waiting in line at a
Dallas bank. At the time (1968) he was the vice president of
product at Dowtel. The company that developed automated
baggage-handling equipments.
3

The other two investment listed on the patent

were tom Barnes, the chief mechanical engineer & George
Chastain the electronic engineer. It took five million dollars to
develop the ATM. The concept of ATM first began in 1968, &
Dowtel was issued a patent in 1973. The first working ATM
was installed in a New York based chemical bank.

This ATM is a voluntary code which sets

standards of fair banking practice to follow when we are
dealing with individual. It providing the power of master cards
with no credit check loads your card & receives instant access
to your card & receives instant access to your money. Apply for
your purpose prepaid debit card now, customers can get a
prepaid debit card. The convenience of a master card at debit
card without a credit check there is no need for the bank
account. Great applications & services for large enterprises
price & profitability optimization that can drive 4-12% revenue
uplift in year-one Annual pricing conference of the professional
pricing society for pricing & marketing executives.

Know the costs increase profit on a per customer

basis. Frank time & expenses are available in web, for the
4

customer information profitability analysis for the business

Easy-to-use excels based software.

Here some data report from existing ATM

location is different & it is very hard to prejudge which
location will bring in the top dollars while these ATMs are very
profitable.
This banks are dont charge any fees for processing terminal
access, network access or monthly statements for customers
ATM customers receive 100% for surcharge income with no
mysterious deductions with maximum network no more
waiting for check. The banks are deposits customers surcharge
income back into customers bank account every day along
with any money withdraws from their ATM or if customers
prefer the banks can ever deposit customer surcharges income
in one lumps sum at the beginning of every month. Whether
customers can choose daily or monthly deposits.

Know that 85-90% of the ATM malfunctions can

be fixed over the phone, eliminating unneeded & expensive
service calls ATM banks provide on call technician 24 hours a
day to help the customers maximize their option & in turn
customers profit their 800 members keeps their customers in
5

touch with experienced & knowledgeable technicians that

provide the best support coupled with the best customer
service.

What is ATM (Automatic Teller Machine)

An automatic teller machine or ATM allows a bank customer to
conduct their banking transactions from almost every other
ATM machine in the world. Don Wetzel was the co-patentee
and chief conceptualist of the automated teller machine, an
idea he said he thought of while waiting in line at a Dallas
bank. At the time (1968) Wetzel was the Vice President of
Product Planning at Docutel, the company that developed
automated baggage-handling equipment. The other two
inventors listed on the patent were Tom Barnes, the chief
mechanical engineer and George Chastain, the electrical
engineer. It took five million dollars to develop the ATM. The
concept of the modern ATM first began in 1968, a working
prototype came about in 1969 and Docutel was issued a
patent in 1973. The first working ATM was installed in a New
York based Chemical Bank. ( editor's note: There are different
claims to which bank had the first ATM, I have used Don
Wetzel's reference.)

"No, it wasn't in a lobby, it was actually in the wall of the bank,

out on the street. They put a canopy over it to protect it from
the rain and the weather of all sorts. Unfortunately they put
the canopy too high and the rain came under it. (laughing)
One time we had water in the machine and we had to do some
extensive repairs. It was a walkup on the outside of the bank.
That was the first one. And it was a cash dispenser only, not a
full ATM... We had a cash dispenser, and then the next version
was going to be the total teller (created in 1971), which is the
ATM we all know today takes deposits, transfers money from
checking to savings, savings to checking, cash advances to
your credit card, takes payments; things like that. So they
didn't want just a cash dispenser alone." - Don Wetzel on the
first ATM installed at the Rockville Center, New York Chemical
Bank from a NMAH interview.
The first ATMs were off-line machines, meaning money was
not automatically withdrawn from an account. The bank
accounts were not (at that time) connected by a computer
network to the ATM. Therefore, banks were at first very
exclusive about who they gave ATM privileges to. Giving them
only to credit card holders (credit cards were used before ATM
cards) with good banking records. Wetzel, Barnes and

Chastain developed the first real ATM cards, cards with a

magnetic strip and a personal ID number to get cash. ATM
cards had to be different from credit cards (then without
magnetic strips) so account information could be included.

Scope of the Study: We have chosen the Chikmagalur city, as an area for our
survey , Chikmagalur is a place where we can find people of all
walks of life.
The scope of the study is restricted to the study of
consumers attitude towards ATM in the Chikmagalur city
only. Study covers survey of consumer in different areas of the
city only.

LIMITATION OF THE STUDY

1. Since the study is an academic effort, it has its own

limitations of cost time & geographic area.

2. The sample size is limited to 50 users, hence, the result

of the study cannot be taken as universal.

3. Since the respondents had to fill the questionnaire while

busy their hectic schedule, many people were reluctant to
answer.

4. The study was conducted only in Chikmagalur city &

therefore, several other potential samples outside the city
were neglected.

5. The sample size is only about 50 customers who are

considered for this study.

6. Some were reluctant to answer some questions like

details since they were busy.

Objectives of he study:
1. To study the influence of the customer behavior in using
ATM cards,
2. To know the users attitude towards ATM.
3. To study the standard of services given by ATM.
4. To study how the ATMs are useful to the customers.
5. To know how much the ATM customers are satisfied from
its service.
6. To know the resume by the ATM customers on interest
rating.
7. To study the services offered by the ATM card.

METHODOLOGY

Methodology refers to the systematic procedure carried out

in any work or research study. It shows the suitable
classification and sequence of the different stages of the
study.

The Methodology resorted for data collection is both

primary data and secondary data.

10

The Primary data

Has been collected by contacting officials of many Banks
and other personnel concerned further the data is collecting
by administering the structured questionnaire on
responding customers selected on random basis.

The Secondary data

Was obtained from Internet old records of the company,

Newspaper, magazines, text books.

11

CHAPTER - 2

HISTORY OF ATM

12

History
The world's first ATM was developed by De La Rue and
installed in Enfield Town in North London on June 27, 1967
by Barclays Bank. This instance of the invention is credited to
John Shepherd-Barron, although Luther George Simjian
registered patents in New York, USA in the 1930s and Donald
Wetzel and two other engineers from Docutel registered a
patent on June 4, 1973. Shepherd-Barron was awarded an
OBE in the 2005 New Year's Honours.
The first ATMs accepted only a single-use token or voucher,
which was retained by the machine. These worked on various
principles including radiation and low-coercivity magnetism
that was wiped by the card reader to make fraud more
difficult.
The idea of a personal identification number (PIN) stored on a
physical card being compared with the PIN entered when
retrieving the money was developed by the British engineer
James Goodfellow in 1965, who also holds international
patents regarding this technology.
The worlds first talking ATM for the blind was an NCR
machine unveiled by the Royal Bank of Canada on October 22,
13

1997 at a bank branch on the corner of Bank Street and

Queen Street in Ottawa, Ontario. The talking ATM was a result
of concerns Chris and Marie Stark, two blind customers,
raised with the bank beginning in 1984. Their concerns
turned into a discrimination complaint with the Canadian
Human Rights Commission in 1991. The machine was
manufactured by NCR and adapted by Ottawa based T-Base
Corp. at a cost of about 500,000 Canadian dollars, the
October 23, 1997 Ottawa Sun reported. By the summer of
2001, an inquiry to the Royal Bank found only about 50
talking ATMs and these machines were scattered throughout
Canada. Four years after the first talking ATM, only royal bank
had deployed the machines in Canada.
The first public actions in the United States to achieve ATM
access for the blind occurred in June 1999. On June 3, Mellon
Bank and PNC Bank were sued in federal courts in
Philadelphia and Pittsburgh respectively, the June 4, 1999
Philadelphia Inquirer reported. On June 25, 1999, Wells Fargo
became the first bank in the United States to commit to
installing talking ATMs. In a legal settlement with blind
community leaders, the bank agreed to install a talking ATM
at all of its 1,500 ATM locations in California. The company

14

has subsequently installed talking ATMs at all ATM locations

in all states. In July 1999, Citibank agreed to pilot five talking
ATMs in and around San Francisco and Los Angeles. The
Citibank machine represented a marvel of rehabilitation
engineering and research at the time as it was the first public
touch screen interface without any kind of keypad to offer
access to the blind. All Citibank locations with this kind of
machine have been adapted with talking functionality.
The first talking ATM in the United States was a Diebold
machine installed on October 1, 1999 in San Franciscos City
Hall by the San Francisco Federal Credit Union. Like the royal
Bank machine, it was adapted by T-base corp. of Ottawa. In
March 2000, Bank of America became the first financial
institution to commit to installing a talking ATM at all of its
ATM locations nationwide. A legal settlement called for the
installation of hundreds of machines with later negotiations for
a schedule for the remainder.
In the early 2000s, many of the largest banks in the United
States and Canada announced plans to install substantial
numbers of talking ATMs. This included royal Bank, which
announced an additional 250 talking ATM deployments in
early 2003, the January 28, 2003 Edmonton Journal reported.
15

As of fall 2005, talking ATMs are being deployed to a

substantial number of locations by the majority of the biggest
banks in all regions of the United States and Canada. Many
mid-sized banks and some smaller banks are also making
talking ATMs available to their customers. By 2005 there were
approximately 30,000 Talking ATMs in the United States.

Usage
In most modern ATMs, the customer identifies him or herself
by inserting a plastic card with a magnetic stripe or a plastic
smartcard with a chip, that contains his or her account
number. The customer then verifies his or her identity by
entering a passcode (PIN) of four or more digits. If the number
is entered incorrectly several times in a row (usually three),
most ATMs will retain the card as a security precaution to
prevent an unauthorised user from discovering the PIN by
guesswork (these cards are often destroyed if the ATM owner is
not the card issuing bank as non customer's identities cannot
be checked). In some cases, the customer's PIN may be
changed using the machine.

16

Networking
Most ATMs are connected to interbank networks, enabling
people to withdraw and deposit money from machines not
belonging to the bank where they have their account. This is a
convenience, especially for people who are travelling: it is
possible to make withdrawals in places where one's bank has
no branches, and even to withdraw local currency in a foreign
country, often at a better exchange rate than would be
available by changing cash. Some examples of interbank
networks include Hong Kong's JETCO and the Philippines'
Expressnet.
ATMs rely on authorization of a transaction by the card issuer
or other authorizing institution via the communications
network.

Usage fees
Many banks in the United States charge fees for the use of
their ATMs. In some cases, these fees are assessed solely for
non-bank members, in other cases they apply to all users.
Many oppose these fees because ATMs are actually less costly
for banks than withdrawals from human tellers. Two charges

17

exist in the consumer world of ATM usage, the surcharge, and

the foreign fee. The surcharge fee may be imposed by the ATM
deployer and will be charged to the consumer using the
machine, this fee has been on the rise as ATM deployment
continues to rise and ATM transaction volumes remain
stagnant. The foreign fee or transaction fee is a fee charged by
the card issuer (financial institution, stored value provider) to
the consumer for conducting a transaction outside of their
network of machines in the case of a financial institution, this
fee is also on the rise as financial institutions seek more fee
based income.
When ATM surcharges emerged in the 1980s, they usually
were on the order of $0.25. But as banks and third parties
realized the profit potential, however, they raised the fees. ATM
fees now commonly reach $2.00, and can be as high as $9.00,
especially around bars and casinos. In cases where fees are
paid both to the bank (for using a "foreign" ATM) and the ATM
owner (the so-called "surcharge") total withdrawal fees could
potentially reach $11. However, these fees do cover the
increased availability of 24-hour ATMs.
ATMs are placed not only near banks, but also in locations
such as shopping centres/malls, grocery stores, and
18

restaurants. These represent two types of ATMs, on and off

premise. On premise ATMs are usually more advanced
machines and thus more expensive machines, off premise
machines are deployed by financial institutions and ISO's or
independent sales organizations. ISO's are the driving force in
ATM deployment in the U.S. today representing over 60% of
the 396,000 ATMs nationwide. Sometimes, ATMs are
advertised for their fees. This is more of a cautionary
statement. ATMs are required by law to inform you of the fees
that the machine will charge you, this may come in the push
through menu or it may be on a sticker on the machine. The
foreign fee, however, will not be listed as neither the ATM nor
its owner charges the fee.
In the United Kingdom, public reaction to proposed increases
in fees was so strong that fees were removed altogether for
using ATMs at banks, regardless of whether the user is a
customer of that bank. However, each time a bank's customer
uses a rival bank's ATM, the customer's bank has to pay a fee
to the rival bank, which the customer's bank absorbs. As a
result, First Direct wrote to its customers in December 2005
asking its customers wherever possible to use ATMs of HSBC,
its parent bank, in order to keep First Direct's costs down.

19

There are a growing number of machines in locations such as

garages, nightclubs and other venues which do charge. The fee
is usually between 1.50 and 2.00, but occasionally they
have been known to charge up to 5 and in one central
London club 10. There has been some debate in recent years
about the location of machines which charge in deprived
areas, where the larger banks which would have provided free
ATMs have closed branches.
In many places, one can circumvent ATM fees by using debit
cards at retailers by adding cash to a POS or point of sale
transaction. Many stores allow a debit card user to receive
"cashback" with an order; that is, one can make a withdrawal
by adding an additional amount of money onto the charge,
with the retailer providing the difference in cash. The
downside to this is that charging for these transactions is on
the rise by financial institutions which treat the transaction as
a foreign withdrawal. There are other drawbacks as well,
namely the limitations on transaction types and the amount of
the withdrawal. Most retailers limit the cash element of a POS
transaction to $40 (50 in the UK), mainly to limit fraud with
stolen cards.

20

Credit card
Credit card, device used to obtain consumer credit at the time
of purchasing an article or service. Credit cards may be issued
by a business, such as a department store or an oil company,
to make it easier for consumers to buy their products.
Alternatively credit cards may be issued by third parties, such
as a bank or a financial services company, and used by
consumers to purchase goods and services from other
companies. There are two types of cardscredit cards and
charge cards. Credit cards such as Visa and MasterCard allow
the consumer to pay a monthly minimum on their purchases
with an interest charge on the unpaid balance. Charge cards,
such as American Express, require the consumer to pay for all
purchases at the end of the billing period. Consumers may
also use bank cards to obtain short-term personal loans
(including cash advances through automated teller
machines). Credit card issuers receive revenue from fees paid
by stores that accept their cards and by consumers that use
the cards, and from interest charged consumers on unpaid
balances.
Diners Club became the first credit card company in 1950,
when it issued a card allowing members to charge meals at 27

21

New York City restaurants. In 1958, Bank of America issued

the BankAmerica (now Visa), the first bank credit card. In
1965, only 5 million cards were in circulation; by 1996, U.S.
consumers had nearly 1.4 billion cards, which they used to
charge $991 billion in goods annually.
The growth of credit cards has had an enormous impact on
the economychanging buying habits by making it much
easier for consumers to finance purchases and by lowering
savings rates (because consumers do not need to save money
for larger purchases). Oil companies, car makers, and retailers
have also used the cards to market their goods and services,
using credit as a way of encouraging consumers to buy.
Concern has been voiced over widespread distribution of bank
credit cards to consumers who may not be able to pay their
bills; costly losses and theft of cards; inaccurate (and
damaging) credit records; high interest rates on unpaid
balances; and excessive encouragement of consumer debt that
has cut savings in the United States.
Technology advances have facilitated the use of credit cards.
Merchants are now connected to banks by modem, so
purchases are approved rapidly; on-line shopping on the
Internet is possible with credit card payment. Credit card
22

companies are also experimenting with smart cards that

would act like a small computer, storing account and other
information necessary for its use. An alternative to credit
cards is the debit card, which is used to deduct the price of
goods and service directly from customers' bank balances.
Debit card
Debit card, card that allows the cost of goods or services that
are purchased to be deducted directly from the
purchaser'schecking account. They can also be used at
automated teller machines for withdrawing cash from the
user's checking account. Increasingly common in the 1990s as
an alternative to credit cards, debit cards have been promoted
as safer than cash and more convenient than personal checks.
By 1998 more than 73 million debit cards had been issued,
with a sales volume of $134.7 million attributed to their use.
They are typically issued by large credit-card companies
through their participating banks. Debit cards offer the holder
more limited legal protections than credit cards. Similar cards
have also been used to distribute welfare benefits to recipients
in some locales.

23

Hardware and software

Interior of a freestanding ATM, during servicing.

ATMs contain secure cryptoprocessors, generally within an
IBM PC compatible host computer in a secure enclosure. The
security of the machine relies mostly on the integrity of the
secure cryptoprocessor: the host software often runs on a
commodity operating system.
ATMs typically connect directly to their ATM Transaction
Processor via either a dial-up modem over a telephone line or
directly via a leased line. The latter is preferable as the time
required to establish the connection is much less. Such
connections are rather expensive, though, meaning lesstrafficked machines will usually rely on a dial-up modem. That
dilemma may be solved as more ATMs use dedicated high24

speed Internet connections, which are much cheaper than

leased lines. Encryption, required by law in the United States,
is used to prevent theft of personal or financial information.
In addition, ATMs are moving away from custom circuit boards
(most of which are based on Intel 8086 architecture) and into
full-fledged PCs with standard operating systems such as
Windows 2000 and Linux. An example of this is Banrisul, the
largest bank in the south of Brazil, which has replaced the
MS-DOS operating systems in its ATMs with Linux. Other
platforms include RMX 86, OS/2 and Windows 98 bundled
with Java. The newest ATMs with Microsoft technology use
Windows XP or Windows XP embedded.

As ATMs migrate to using more off-the-shelf parts, they

increasingly display familiar error messages like this one found
in France.

25

Swiss Postomat booting.

Reliability
ATMs are generally reliable, but if they do go wrong customers
will be left without cash until the following morning or
whenever they can get to the bank during opening hours. Of
course, not all errors are to the detriment of customers; there
have been cases of machines giving out money without
debiting the account, or giving out higher value notes as a
result of incorrect denomination of banknote being loaded in
the money cassettes. Errors that can occur may be mechanical
(such as card transport mechanisms; keypads; hard disk
failures); software (such as operating system; device driver;
application); communications; or purely down to operator
error.
Many ATMs usually print each transaction in a paper journal
that is rolled into a roll of paper stored inside the ATMs, which

26

allows both the users of the ATMs and the related financial
institutions to settle things based on the records in the journal
in case there is a dispute. In some cases, transactions are
posted to an electronic journal to reduce the need for paper
trails.
Some ATMs, in particular those situated in retail outlets, are
stocked with cash by the store, causing the possibility that a
customer can receive forged banknotes from the ATM.
Security
Early ATM security focused on making the ATMs invulnerable
to physical attack; they were effectively safes with dispenser
mechanisms. A number of attacks on ATMs resulted, with
thieves attempting to steal entire ATMs by ram-raiding.
Modern ATM physical security, per other modern moneyhandling security, concentrates on denying the use of the
money inside the machine to a thief, by means of techniques
such as dye markers and smoke canisters. This change in
emphasis has meant that ATMs are now frequently found freestanding in places like shops, rather than mounted into walls.

27

Another trend in ATM security leverages the existing security

of a retail establishment. In this scenario, the fortified cash
dispenser is replaced with nothing more than a paper-tape
printer. The customer requests a withdrawal from the
machine, which dispenses no money, but merely prints a
receipt. The customer then takes this receipt to a nearby sales
clerk, who then exchanges it for cash from the till.
ATM transactions are usually encrypted with DES but most
transaction processors will require the use of the more secure
Triple DES by 2005.
There are also many "phantom withdrawals" from ATMs, which
banks often claim are the result of fraud by customers. Many
experts ascribe phantom withdrawals to the criminal activity
of dishonest insiders. Ross Anderson, a leading cryptography
researcher, has been involved in investigating many cases of
phantom withdrawals, and has been responsible for exposing
several errors in bank security.
There have also been a number of incidents of fraud where
criminals have used fake machines or have attached fake
keypads or card readers to existing machines. These have then

28

been used to record customers' PINs and bank account details

in order to gain unauthorised access to their accounts.
A bank is always liable when a customer's money is stolen
from an ATM, but there have been complaints that banks have
made it difficult to recover money lost in this way.
In some cases, bank fraud occurs at ATMs whereby the bank
accidentally stocks the ATM with bills in the wrong
denomination, therefore giving the customer more money than
should be dispensed. Individuals who unknowingly use such
ATMs are probably never tried, but those who withdraw a
second time are usually prosecuted.
In some areas, multiple security cameras and watch guards
are an ubiquitous ATM feature.
The issue of customer security appears to have been
abandoned by the banking industry; efforts are now more
concentrated on deterring legislation than on solving the
problem of forced withdrawals. This may be reflective of the
industry's greater concern with the image of safety as opposed
to actual safety. At least as far back as July 30, 1986, critics of
the industry have called for the adoption of an emergency PIN
system for ATM users (See comments of Representative Mario
29

Biaggi, Congressional Record, July 30, 1986, Page 18232 et

seq.) Legislative efforts to require an emergency PIN system
have appeared in Illinois, Kansas and Georgia, but none have
succeeded as of yet.
Talking ATM
A Talking ATM is a type of ATM that provides audible
instructions so that persons who cannot read an ATM screen
can independently use the machine. All audible information is
delivered privately through a standard jack on the face of the
machine. A user plugs a standard headset into the jack, and
can hear instructions such as "press 1 for withdrawal", "press
2 for deposit." There is an audible orientation for first time
users, and audible information describing the location of
features such as the number keypad, deposit slot, and card
slot. The first Talking ATMs were installed in Canada in 1999,
and the first U.S. Talking ATM was installed in October of that
year in San Francisco. By 2005, there were over 30,000
Talking ATMs in the United States, and audible machines
installed in other countries as well. The blind community in
the United States advocated heavily for development and
installation of Talking ATMs, supported by the federal
Americans with Disabilities Act.
30

CHAPTER - III

ATM CONCEPTS AND TYPES

31

ATM Concepts Services

The most important part of your ATM network is its

signage. Signage is needed to ensure your network is noticed,
to inform and help create a secure environment for your
customers.
ATM Concepts can assist you throughout every step including:
ATM Surround Concept, Design & Manufacture
Distribution and Network Maintenance
'Under veranda' sign concepts & manufacture
Project Management
The diversity of our design and manufacturing experience over
30 years keeps us at the forefront of industry and market
developments. This ensures we offer our clients the highest
quality while remaining cost effective.
Our level of service and technical expertise are the reasons
that keep our clients coming back

32

ATM Concepts, a division of FRP (NZ) Ltd, has been entrusted

to manufacture, supply and service ATM surrounds for many
international banking groups over the past 15 years. We have
successfully supplied ATM surrounds to networks ranging in
size from 13 to 250 machines. There is no job too large or
small. Email
An automatic teller machine (ATM) is an electronic device
which allows a bank's customers to make cash withdrawals
and check their account balances at any time without the
need for a human teller. Many ATMs also allow people to
deposit cash or cheques, transfer money between their bank
accounts or even buy postage stamps.

33

Different Names of ATM

ATMs are known by a wide variety of names, some of which are
more common in certain countries than others. Examples
include:
1.

Automated Teller Machine

2.

Automated Banking Machine (ABM is commonly used

by Canadian banks)

3.

ATM Machine (sic)

4.

Bancomat or Bankomat, particularly in continental

Europe Bancomat is a trademark of UBS AG

5.

Bank Box

6.

Bank machine, in Canada

7.

Cajero Automtico, in Spain

8.

Cash Box

9.

Cash Dispenser

10. Cash

Machine

11. Cash

point, particularly in the United Kingdom

12. Geldautomat,

in Germany (Geld = money)

13. Geldautomaat,

in Dutch (Geld = money)

14. "Hole-in-the-wall"
15. Khodpardaz

() in Iran, meaning

Automatic payer in Persian.

34

16. MAC

machine,

or

MAC

(Money

Access

Center),

particularly on the East coast of the United States (esp.

New Jersey and Pennsylvania)
17. Minibank,
18. Pin

in Norway

Automat, in The Netherlands (verb. flappen tappen,

pinnen)
19. Postomat,
20. Robotic

in Switzerland (Swiss Post Bank ATM)

Teller

21. Telebanco,

in Spain

22. Tyme

Machine, in Wisconsin

23. "Ugly

Teller"

Credit Cards
CANVISA
Most of the banks now offers you the power of visa hold our
credit cards in your wallet and simply forget carrying cash or
cheque book

Salient features
1. Accepted at over one lakh merchant establishments in
India and Nepal.
35

2. Can be used for booking railway and air tickets

3. Cash withdrawal facility at branches of 8 banks
4. Enjoy free credit for is days up to 45 days
5. If you satisfy the following criteria, then just submit an
application at our branch where you maintain your bank
account:
6. Satisfactory operations in your account for the past six
months (period can be relaxed on a case-to-case basis)
Types of ATM machines

Efficient compact design offers a cost-efficient cash

dispensing solution, ideal for lobby and retail off-premises
environments.

36

Low Total Cost of Ownership

Opteva infrastructure minimizes certification efforts while
basic configuration options allow cost of ownership to be kept
low.
Compact Footprint
Footprint easily fits in any desired location without utilizing
much space while also providing easy accessibility to service
area.
Powerful Processor
Powered by a Pentium 4 processor, this cash dispenser has
been engineered to handle large volume of transactions to
meet your needs.
Reliability
Large-capacity consumables and intelligent modules that
forecast predictive maintenance needs, ensure maximum
availability for each machine.
Open System Software Support
Opteva terminals are powered by Agilis, Diebolds highperformance software, which interfaces with a variety of
multiple-vendor products to decrease your need for backend

37

support, while protecting your investment in legacy systems

and existing states and screens.
Enhanced Security Features
Reduce risk exposure with enhanced automated teller machine
(ATM) modules incorporating the latest in fraud-preventive
solutions.
Simplified Service
Lower on-going operating costs result from our intuitive
graphical interface that simplifies maintenance functions and
makes it easy to train new branch personnel.
Opteva 500 Features
Build your self-service delivery channel upon the power of
Opteva hardware, Agilis software and Diebold Premier
Services. Together, they provide everything you need today,
yet enable you to add new features and functions with
unparalleled ease anytime tomorrow.
Turn to Diebold for the complete self-service solution:
hardware, software, and total services and support. Make it
simple. Make it Diebold, the one company that can maximize
the return on your self-service investment.

38

Architecture:

Optimized terminal footprint offers the most functionality

for the footprint size

Ergonomically designed fascia meets accessibility

standards

Display Options:

LCD consumer display delivers attention-getting graphics

to increase advertising and cross-selling impact.

Privacy filter option

Enhanced Operator Interface (available on rear-load option

only):

Alphanumeric keyboard provides analysis of the cash

dispenser as
well as a variety of diagnostic and other service benefits

Enhanced Security:

Every module was designed with security in mind

Fraud-resistant dispenser and card reader, consumer

awareness mirrors, encrypting

39

EPP4 PIN pad, duress alarm, available currency ink

staining system, and much more
Advanced Function Dispenser (AFD):

Two to four multimedia cassettes for increased

throughput and efficiencies

Uses proven friction pick technology

Divert cassette with separate retract and divert

compartments

Opteva 500 Specifications

Consumer awareness mirrors

Powerful Intel Pentium 4 processor

Two-color graphical thermal receipt printer

Headphone jack

Encrypting PIN pad

Card reader options

o

Manual insert (dip)

Motorized options

Multi-colored, programmable lead-through indicators

AFD with friction pick technology

Large-capacity read/write CD-ROM drive

Microsoft Windows XP Pro operating system

40

Security chest
o

UL 291 Level I

Custom color options available

Dimensions

Height: 54 inches (1,370 mm)

Width: 18.5 inches (470 mm)

Depth: 26.5 inches (673 mm)

Weight: 861 lbs (391 kg)

The Tran ax mini bank MB1500 is one of our three lowest

priced ATMs!

Tran ax has been producing the mini bank MB1500 for

quite a while now. It's still one of the absolute best values
in retail ATMs. We really like this machine. It holds up under
use, is easy to maintain, looks good, and is priced right! The

41

mini bank MB1500 inherits the unsurpassed reliability and

quality of the MB-1000 and 2000, two of the machines we
used to sell on ATMmachine.com. An eye-catching design
coupled with numerous enhancements to meet newly proposed
ADA and PIN security requirements makes the Tran ax mini
bank MB1500 a great choice for any retail ATM deployment.
Triple DES compliant, the new mini bank MB1500 has
standard features such as voice guidance, encrypted pin pad
and 56K modem. It offers a range of options to custom
configure an ATM solution for any location. Not many ATM
manufacturers offer the same level of integrated design and
built in flexibility. When you buy a Tranax mini bank MB1500
from ATMmachine.com, we will deliver a high quality and high
performance

ATM

to

you

at

very

fair

price.

Just as important, we'll be there after the sale!

Monitor: 6" LCD with 320
x 240 resolution
8 menu keys
7 screen advertising
capability
LCD options: Monochrome
or Color
(Can be configured for
42

multiple languages on
screen)
Keypad 16-key
alphanumeric keypad
Encrypted Pin Pad (EPP)
Triple DES compliant
Printer: 3 1/8 inch
thermal receipt printer. As
you can see the paper will
last quite a long time.
When you need paper, call
us. Your journal also
prints on this paper. When
you run reports and
diagnostics you can print
both out for your records.
Cash Dispenser Friction
feed cash dispensing unit
(3 notes per second)
Reject Bin for nondispensed notes
Cash Dispenser Unit

43

options as stated with the

picture:
Drawer type dispenser of
1100 notes
a Cash cassette of 1000
notes or
a Cash cassette of 2000
notes.
If you really need 2
denominations, we have an
option for 2 cash cassettes
each with 2000 notes per
cassette

44

In the mid 90's, Triton ATM took the industry by storm with
the release of its 9500 model ATM machine. It was the first
low-end, off premise ATM the marketplace had seen and it
quickly became an icon.
The new 9100 series Triton ATM is designed from the ground
up to be dollar-for-dollar, the lowest cost ATM in the industry,
it features Triton's unparalleled reliability.
This ATM machine features Triton's Own TDM-100 Dispensing
Mechanism that
incorporates state-of-the-art electronics and a host of features
like locking cassette and automatic error recovery designed to
maximize uptime.
45

The Triton 9100 is simply one of the best low cost ATM
machine

in

the

industry,

bar

none.

Even though the model 9100 Triton ATM features about the
lowest cost of ownership in the industry, it still incorporates
many of the industry's tightest security features, such as
SPED (Secure PIN Entry Device) and Triple DES, the new
standard for PIN encryption.
Features:
Available in Blue and Bayou Bronze
Single and multiple cassette options
5.7 (145 mm) monochrome or color LCD transaction screen
60 mm thermal printer
14.4k baud modem or 33.6k baud modem
Manual combination lock or optional electronic lock
Dip-style card reader
Small footprint
UL 291 Business Hours Service cabinet
Dial-up, TCP/IP or wireless communications
VISA Encrypting PIN Pad (VEPP) to comply with international
encryption standards, Triple DES compliant
Backlit graphic topper option
Triton Connect compatible

46

 Advertising revenue potential:

Decal and signage
Couponing
Transaction screen
Americans with Disabilities Act (ADA) and Audio Compliant
OPERATING SPECS:
Temperature 10- 40 C / 50- 104 F
Relative humidity 20%-80% non-condensing
Power Consumption
2.0A @ 115 VAC at 60 Hz
1.0A @ 230 VAC at 50 Hz
UL 291 Business Hours Service Cabinet
16" wide (405 mm)
16" deep (405 mm)
49" high (1245 mm)- without topper
60" high (1524 mm)- with topper
126 lb.. (57 kg)

47

In-the-wall ATM machines.

Apollo Sales and Leasing
Benefits: The main benefit for the ATM owner is the Apollo
ATM's small size. WRG was able to shrink a fully functional
ATM down to the size of a computer tower. It's one of the
smallest ATMs on the market today, if not the smallest. The
Apollo takes up a tiny amount of space and can be mounted
on top of a countertop. Or purchase the optional Through the
Wall Kit (TTW) as shown below. With an ATM this small, you
can mount it almost anywhere. The Apollo is no lightweight
48

though. This ATM weighs 100 pounds due to the steel safe
inside. Heavy and rugged for it's size, the Apollo is only 1/3
the weight of a standard ATM making it more versatile for
mounting. To simplify installation, the Apollo comes
preprogrammed, saving a service call in many cases. All that is
generally needed for an Apollo installation is someone to bolt
the machine to the countertop, or suitable surface, or to
install the optional wall kit for in wall use. It's also possible for
you to locate a contractor who can mount the ATM, bypassing
the optional in wall kit. It's up to you.

49

Fujitsu F50 Cash Dispenser

The F50 offers many features usually found only on more

expensive units. For example, double-pick detection ensures
proper bill dispensing. Advanced onboard and remote
diagnostics provide the ability to detect sensor problems. Best
of all, the F50 is a solid, rugged, industrial grade unit that will
WRG realized a compact ATM was needed to fill a void in
the ATM market. They set out to build an inexpensive ATM
small enough for a countertop, but with full size machine
features. Over the last year, WRG has kept ATMmachine.com
informed of the progress on the Apollo with updates and
photos of beta models in testing. Now the much anticipated
day has arrived and the Apollo is ready for deployment. WRG
did not sacrifice quality in the Apollo's design. In fact they
used a 1000 note bill dispenser made by Fujitsu, and the
ATP60 thermal receipt printer that uses full size paper rolls.
50

The Apollo ATM is triple-Des (3DES) compliant and meets all

the encryption standards mandated by MasterCard, Visa, and
transaction processing networks. The Apollo's modular design
simplifies repairs should they occur. An ATM owner can easily
exchange one part for another without the need for a service
call by an ATM technician in most cases.
ATP60 Thermal Printer

The ATP60 Thermal printer has a heavy duty robust design. A

simple and dependable easy loading straight paper path and
built-in control board. This printer also features a guillotine
cutter. Since it's a thermal printer, there is no ink or printer
ribbons to worry about

51

CHAPTER IV

ANALYSIS
AND
INTERPRETATION

52

Table - 1
Table showing gender classification.

Gender

No of Respondent

Percentage of

Male

31

Respondent
62%

Female

19

38%

Total

50

100%

The above shows the gender classification of respondents, in

which 62% of the respondents are male and the remaining
38% of the respondents are female
53

Table - 2
Table showing age group of respondent.

Age Group

No of Respondent

Percentage of

Below 20

Respondent
6%

20-35

29

58%

35-45

11

22%

Above 45

14%

Total

50

100%

The above table shows the Age Group of the respondents in

which 5% of the respondents are below 20 years , 58% are 20-

54

35 of age, 22% of them are 35-45 of age and 145 of the

respondents are above 45 of age.

55

Table - 3
Table showing the occupation of Respondent

Occupation

No of Respondent

Percentage of

Student

18

Respondent
36

Employee

19

38

Self Employee

13

26

Others

Total

50

100

The above shows the occupation of the respondents , in which

36% of the respondents are students, 38% of them are

56

Employee , 26% of them are self employee and non of them are
others.

57

Table - 4
Table Showing ATM card holders

Card Holders

No of Respondent

Percentage of

Yes

45

Respondent
90

No

10

Total

50

100

The above table shows the ATM card holders of the

respondents in which 90% of the respondents are having the

58

ATM card with them only 10% of the respondents are not
having the ATM card.

59

Table - 5
Table showing qualification of respondents.

Qualification

No of Respondent

Percentage of

Below SSLC

Respondent
6

Pre-Graduation

18

Graduation

33

66

Post-

10

Graduation
Total

50

100

60

The above table shows the qualification of the respondents in

which 6% of the respondents are below SSLC , 18% of the
respondents are Pre-graduated, 66% of them are graduated,
10% of them are post graduated.

61

Table 6
Table showing A/Cs of respondents in a bank.
Bank

No of Respondent

Percentage of

SBI

16

Respondent
32

SBM

11

22

Syndicate bank

10

20

Canara Bank

Others

10

20

Total

50

100

62

The above table shows the A/Cs of the respondents in a bank

in which 32% of the respondents are having their account in
SBI, 22% in SBM, 20% in Syndicate bank, 6% in Canara bank,
20% in others

63

Table - 7
Table showing ATM cards provided by the bank.

Card

No of Respondent

Percentage of

Credit

Respondent
6

Debit

37

74

Both

10

20

Total

50

100

Table shows the ATM cards provided by bank in which 6% of

them are Credit card, 74% of them are debit card and 20%
are both credit and debit card

64

Table 8
Table showing availability of ATM cards.

Availability of

No of Respondent

Percentage of

ATM Card
Yes

50

Respondent
100

No

--

--

Total

50

100

The above table shows the availability of ATM cards ion which
100% of the respondents say that ATM cards are available

65

Table - 9
Table showing duration of using ATM card.
Duration of

No of Respondent

Percentage of

ATM
From 9 months

Respondent
8

1 year

15

30

1-2 yrs

15

30

More than 2 yrs

16

32

Total

50

100

The above table shows the duration of using ATM in which 8%

of the respondents are having from 9 months, 30% from 1
year, 30% from 1-2 years , 32% from more than 2 years.

66

Table - 10
Table showing purposes of using ATM card.

Purpose

No of Respondent

Percentage of

Business

12

Respondent
24

Traveling

14

Shopping

21

42

Others

10

20

Total

50

100

67

The above table shows the purpose of using ATM in which

24% of the respondents use for business , 14% for Traveling,
42% for shopping, 20% for others

68

Table -11
Table showing Advertisements of the ATM cards.

Advertisement

No of Respondent

Percentage of

s
Newspaper

Respondent
10

Television

16

Magazine

34

68

Regular Bank

Total

50

100

The above table shows the advertisement of ATM in which

10% of the respondents get the information from news paper ,
16% of them from Television , 68% form magazine , 6% from
regular bank

69

Table - 12
Table showing attributes of respondent to go for ATM cards.

Attributes

No of Respondent

Percentage of

Price

Respondent
10

Credit facility

14

28

Service Quality

31

62

Others

Total

50

100

70

The above table shows attributes of respondents to go for ATM

cards, 10% of the respondents like it for Price, 28% for Credit
facility , 62% for service quality and 0% for others.

71

Table - 13
Table showing the service charges.

Service

No of Respondent

Percentage of

charges
Low

12

Respondent
24

High

Reasonable

30

60

Very High

Total

50

100

The above table shows the service charges in which 24% of

that are low, 8% are high, 60% are Reasonable, 8% are very
high.

72

Table - 14
Table showing no of respondent like to continue with the
same ATM cards.

Same ATM

No of Respondent

Percentage of

Cards
Yes

49

Respondent
98

No

Total

50

100

Table showing the no of respondent like to continue with the

same ATM cards out of 50 respondents 98% of the
respondents say yes and only 2% of the respondents say no.

73

CHAPTER V

SUGGESTIONS
AND
CONCLUSION

74

SUGGESTIONS

1.

It should provide low service charges specially

for the students.

2.

Rural Peoples are not provided by this card

service, So it should be improved by providing ATM card
facilities to the rural peoples.

3.

It should provide other house hold facilities

that

mean

purchasing

of

furnitures

other

housing

equipments.
4.

It should increase its brands from which the

customers can gets the money easily.

5.

Rural literate peoples are not provided by ATM

card because of the scan of ATM branches in rural area.

75

CONCLUSION
After conducting the research of any ATM card conclusion of
research placed very important role as per observation
assessment , field work, interview with customers problems
may be observed & suggestions have been received in field
work as per observation the field work we have recorded many
problems like non availability of ATM card facilities in rural
areas lesser number of branches , special service changes for
the students etc., and also many suggestions where received
from the respondents in the field work is that the service
charge must be reasonable & providing the card services for
the rural customers.
To succeed in service life cycle of ATM card in market .
The marketer must adopt many strategies regarding service,
price distribution & promotional activities should received
broadly & excepted the commitments & suggestions from every
hook & corner of the service field.

76

CHAPTER VI

ANNEXURES

77

QUESTIONNAIRE

Dear Respondent,

I, Thilaka Lakshmi M K student of final year BBM,

Mountain View College of management sciences, Chikmagalur
afflicated by Kuvempu University conducting a study on
CONSUMER

PERCEPTION

ON

DEBIT

CARD

WITH

SPECIAL REFERENCE TO ATM CARD under the guidance

of Mr. Gangadhara Naik R M.Com, faculty member of
management science.
I shall be grateful to you if you could spare a couple of
minutes to answer these questions.
1. Name:

_______________________

2. Address: _____________________________________
_____________________________________
3. Sex:
a. Male [ ]

b. Female [ ]

a. Below 20 years [ ]

b. 20-35 years [ ]

c 35-45 years [ ]

d. 45 years and above [ ]

4. Age:

78

5. Qualification:
a. Below SSLC [ ]

b. Pre-Graduation [ ]

c. Graduation [ ]

d. Post-Graduation [ ]

e. Others____________________________

79

6. Occupation:
a. Student [ ]

b. Business [ ]

c. Employee [ ]

d. Self employee [ ]

e. Others __________________________

7. Annual Income
a. below Rs 1, 00,000 [ ] b. 100,000-250,000 [ ]
c. 250,000-900,000 [ ]

d. 900,000 & above [ ]

8. Do you haven A/C in a bank?

a. Yes[ ]

b. No [ ]

9. In which bank
```

`Please specify_____________________________

10. Do they provide you with Automated Teller Machine Card?

a. Yes [ ]

b. No [ ]

11. Which card they provide

a. Debit card [ ]

b. Credit card [ ]

c. Both [ ]

12. Do they have ATMs in most of the place?

a. Yes [ ]

b. No [ ]

13. Are users friendly?

a. Yes [ ]

b. No [ ]

14.From how long have you been using ATM card

a. From 9 months [ ]

b. from 1 year [ ]
80

c. 1-2 years [ ]

d. More than 2 years [ ]

81

15. For what purpose an you using ATM card

a. Business [ ]

b. Shopping [ ]

c. Traveling [ ]

d. Others [ ]

16. How did you come to know about ATM card

a. News papers [ ]

b. Magazines [ ]

c. Television [ ]

d. My regular bank [ ]

e. Others________________________________
17. What attribute made you to go for ATM card
a. Price [ ]

b. Credit facility [ ]

c. Service equality [ ] d. others______________

18. How do you feel about your service charges
a. Low [ ]

b. High [ ]

c. Reasonable [ ]

d. Very high [ ]

19. Do you like to continue with the same ATM card

a. Yes [ ]

b. No [ ]

20. When do you need this card more?

a. Traveling [ ]

b. Shopping [ ]

c. Education [ ]

d. Others___________

21. How do you consider ATM card

a. Easy money [ ]

b. Easy usable [ ]

22. Are you satisfied with the service of your ATM cards
a. Yes [ ]

b. No [ ]
82

23. If no what is the reason:

Please specify
_______________________________________________________
______________________________________________________
24. Any comments:
_______________________________________________________
_______________________________________________________
25. Any suggestions to improve ATM card
_______________________________________________________
_______________________________________________________
Date:
Signature

Place:

THANK YOU

83

BIBILIOGRAPHY
Marketing Management Philip Kotler
Marketing Research

- S.A. Sherlekar

Websites
www.atm.com
www.atmproducts.com

84