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INTERNATIONAL INSTITUTE FOR ADVANCED STUDIES,

DHARWAD
(Affiliated to Karnatak University Dharwad, Recognized by
Govt.of Karnataka. In agreement with Marshall University USA)

“CUSTOMER PREFERENCE OF ATMs :


AN ANALYTICAL STUDY OF CHOSEN
BANKS”
A Project Report Submitted to Karnatak University, Dharwad
in Partial fulfillment of the Requirement of
Master in Marketing.

SUMMATED BY
VISHWAS V. BHAT

UNDER THE GUIDANCE OF


DR. S.R.NARAPPANAVAR

GUEST FACULTY

2005 - 2006
CERTIFICATE

This is to certify that the Project Report entitled “CUSTOMER

PREFERENCE OF ATMs: AN ANALYTICAL STUDY OF CHOSEN

BANKS”. Submitted by Mr. VISHWAS V. BHAT studying in Master in

Marketing IV Semester, in partial fulfillment of Master in Marketing degree,

under my guidance is a bonafide work and the same has not been submitted

as dissertation / project work / thesis to any other University in India or to

any journal or magazine for publication.

Place: Dharwad

Date: 1st July 2006

Project Guide

(Dr. S.R.Narappanavar)
CERTIFICATE

This is to certify that Mr. VISHWAS V. BHAT is a bonafide student

of International Institute for Advanced Studies, Dharwad studying in Master

in Marketing IV Semester. He has submitted Project Report entitled

“CUSTOMER PREFERENCE OF ATMs AN ANALYTICAL STUDY

OF CHOSEN BANKS” in partial fulfillment of Master in Marketing

degree under the guidance of Dr. S. R. Narappanavar, a guest faculty of

our institute.

Place: Dharwad

DATE: 31ST July 2006


PRINCIPAL

(Dr. S.N. Hanchinmani)


ACKNOWLEDGEMENT

In this occasion, I would like to express my profound gratitude to all


those who have helped in preparation of this project report.

I wish to record my profound gratitude and sincere thanks to all the


managers and the staff of SYNDICATE, CENTURION, ICICI and UTI
Banks for having provided me with relevant data and co-operation in
completing this project report.

First of all my regard to Dr. R.G. Akkihal, Chairman and Director, IIAS
Dharwad for his kind support and encouragement throughout the course.

I express my regard to Dr. H.Y Kamble, Chairman and Dean


Department of Commerce, Karnataka University Dharwad for his co-
operation.

I express my gratitude to our principal to Dr. S.N Hanchinamani for


providing conducive academic environment in the college, to bring about an
all around development in the student community. Thanks to my college
staff for their support and help in my project.

I also express deep regard to my internal project guide


Dr.S.R.Narappanavar for his encouragement throughout the project.

Place: Dharwad

Date: 31st July 2006 Vishwas V. Bhat


TABLE OF CONTENTS

Chapters Title Page


No.
1 EXECUTIVE SUMMARY 1

2 INTRODUCTION
Introduction
Need for Study
Statement of Problem
Objectives of the Study
Methodology
Significance of the Study
Limitations of the Study
Chapterisation

3 ATMs IN CONTEMPORARY BANKING:


A theoretical framework
Profiles of banks covered under the study

4 ANALYSIS AND DISCUSSION


Research findings
Suggestions

5 CONCLUSION AND SUGGESTIONS

 Bibliography

 Questionnaire
CHAPTER 1

EXECUTIVE SUMMERY

The history of banking has its roots in merchant banking, which was
developed in ancient and medieval times. The term “BANK” is derived from
the Italian word “BANCO”, which meant a bench used by the money lenders
of those days. Banking during those times mainly meant money-lending,
financing wars and incidentally assisting business with credit The present
structure of Indian banking consists of RBI at the apex, SBI and its
subsidiaries, 20 other public sector banks and several private banks. The
private banking sector consists of scheduled, non- scheduled, commercial
and co-operative banks. The banking policies and operations are regulated
by RBI as per Banking Regulation Act 1949 and RBI Act of 1935.

As traditional ways of banks functioning did not prove efficient, growing


needs of the households, business and industrial sector were not met by the
banking traditional service ATMs were introduced in the 1970s; By the early
80s, banks began to take advantage of improvements in telecommunications
technology and formed “shared ATM networks” with other banks, allowing
customers of one bank to withdraw money by using ATMs of other banks.

OBJECTIVE OF THE STUDY

 To know the customer preference of ATMs in Hubli


and Dharwad.
 To know the usage and awareness of ATMs among the customer.
 To know the customer satisfaction of the ATM users.
 To know the reasons for not opting ATM services by bank account
holders.
 To make suggestions regarding the product improvement and service.

HYPOTHESES

The following are the hypothesis of the study


1. More than 70% of the respondents prefer ATM service instead of
traditional banking service.
2. More than 50% of the respondents are satisfied with the overall services
provided by the ATMs.
DATA COLLECTION

The project is based on both the primary and secondary sources of


information. Since the problem is very clear descriptive research design and
the survey is conducted with the help of a structured questionnaire. The data
collected is according to the customer response. Two separate questionnaires
are designed i.e. one for users and another for non-users and the research
area is Hubli and Dharwad.

MEASUREMENT TECHNIQUE.

In this project questionnaire is used as measurement technique. Two separate


questionnaires are prepared for users and non users of the ATMs

SAMPLING METHOD
Judgmental sampling method is used for collecting the data.

RESPONDENTS

Respondents : Users and non users of ATMs


Banks covered : SYNDICATE, CENTURION, and ICICI AND UTI.
Sampling area : Hubli and Dharwad.
Period : 1st June 2006 to 31st July 2006.

SAMPLING SIZE

CITY USERS NON-USERS


HUBLI 50 25
DHARWAD 50 25

FINDINGS

Banks, magazines and news papers are the major sources of awareness of
ATMs.

Customer looks at more number of ATMs at their convenient places; service


is the next priority for the customers.
Almost half of the users use ATMs during the evening (5pm to 8 pm). There
is less usage of ATM before office hours (6 pm to 10pm).

Most of the customers are not satisfied with the withdrawal limit of the
ATMs.

Almost half of the respondents favor their ATM services than others. 42%
feel they are same.

Majority of the ATM card holders prefer the ATMs services instead of
traditional banking transactions.

SUGGESTIONS

Customers usually consider locality of ATMs, service, security, more


withdrawal facility and reasonable price for owning ATM cards. So there is
much scope in improving these fields.

51 percent of the customers use ATMs in the evening hours (5pm to 10pm).
There is a necessity to avoid internet and network problem during the prime
hours.

Proper maintenance should be done to overcome the technical problems


such as out of order situation, frequent repairs, temporary shut-down and
satellite problems in order to provide better service to the customers.

Deposit problems should be solved by allowing the customers to deposit


more amounts at a time and immediately display their account balance.

By the survey it is found that 62% of the respondents are willing to own
ATM cards. So these potential customers should be converted in to actual
customers by influencing them through proper media and promotional
activities.

As half of the customers are cost sensitive, cost should be reduced so that
more customers are attracted to own ATM cards.

Security should be provided to the ATM users, as security is the main reason
for not opting of ATM services by the account holders.
CHAPTER 2

INTRODUCTION

The history of banking has its roots in merchant banking, which


was developed in ancient and medieval times. The term “BANK” is derived
from the Italian word “BANCO”, which meant a bench used by the money
lenders of those days. The early bankers transected their money in lending
activities by sitting on these benches installed in market places. It was on
these benches that they used to exhibit coins of different countries. Even as
early as in 2000 BC some sort of banking has been evolved by the
Babylonians. The temples were used as banks and the priests functioned as
financial middleman. Later however, for a few countries, bank as an
organized system of money lending reduced because of religions taboos
relating to receipt of interest on money lent.

Banking during those times mainly meant money-lending,


financing wars and incidentally assisting business with credit. The money
lender was an important figure in the Indian economic life. Even today the
un-organized sector of the Indian money market is comprised of many
money lenders in villages and indigenous bankers in cities. These bankers
accept deposits and deal in Hundies and grant loans.

In the early post-independence period most of the banks came


in to picture and they were owned by private organizations / individuals. In
the year 1969, government of India nationalized 14 such banks and six more
in the year 1980. Several foreign banks like city bank, standard chartered
and HSBC etc came in to India with an entirely new system.

The present structure of Indian banking consists of RBI at the


apex, SBI and its subsidiaries, 20 other public sector banks and several
private banks. The private banking sector consists of scheduled, non-
scheduled, commercial and co-operative banks. The banking policies and
operations are regulated by RBI as per Banking Regulation Act 1949 and
RBI Act of 1935.
Technologies and innovations always led to change. The Indian
Banking sector is not an exception to this. With the economic liberalization
and globalization, the banking sector too faced severe competition from the
private and global / foreign banks. This has brought drastic change in the
working and management. Modernization, high level of automation and
computerization took place in the entire banking operations.

Traditional ways of banks functioning did not prove efficient,


as they could not meet the requirements of the customers in short time spam.
Growing needs of the households, business and industrial sector were not
met by the banking traditional service. The banks understood the need to
innovate and to launch customer friendly products in the face of growing
competition from new entrants, foreign and domestic players. It was
inevitable for domestic bankers to provide an efficient service system.
Quality and system were to be updated to international level. Several new
schemes were launched to attract the customers. One such scheme is the
concept of “Any Time Banking”.
NEED FOR THE STUDY

The particular topic is chosen since the ATM concept is new to


the market the aim is to study the product and its awareness in the general
public and also the usage rate i.e., frequency of usage among the existing
users. The study helps to obtain suggestions for improvement of product and
service and also helps for finding out satisfaction level of customers.

STATUS REPORT OF ATMs

According to survey done by ORG MARG

Zone-wise ATM usage


GEOGRAPHY %Consumers having ever used an ATM
North Zone 14 %
East Zone 11%
West Zone 19%
South Zone 28%
All Zones 19%
STATEMENT OF PROBLEM:

The comprehensive statement of the problem can be thus stated


as “CUSTOMER PREFERENCE OF ATMs: AN ANALYTICAL
STUDY OF CHOSEN BANKS”.

OBJECTIVES OF THE STUDY

 To know the customer preference of ATMs in Hubli and Dharwad.

 To know the usage and awareness of ATMs among the customer.

 To know the customer satisfaction of the ATM users.

 To know the reasons for not opting ATM services by bank account
holders.

 To make suggestions regarding the product improvement and service.

HYPOTHESES

The following are the hypothesis of the study

1. More than 70% of the respondents prefer ATM service instead of


traditional banking service.

2. More than 50% of the respondents are satisfied with the overall services
provided by the ATMs.
METHODOLOGY

RESEARCH DESIGN

A descriptive design intended to produce accurate descriptions


of variables relevant to the decision being faced without demonstrating that
some relationship exists between variables.

Since the problem is very clear descriptive research design and


the survey is conducted with the help of a structured questionnaire. The data
collected is according to the customer response. Two separate questionnaires
are designed i.e. one for users and another for non-users. The data collected
is then quantified using scores, percentage and aggregates, which helped in
proper analysis of data. Graphs are also used in analysis for easy and quick
understanding.

TOOLS FOR COLLECTION:

Primary data:

Two separate questionnaires, one for users and another for non-
users, are designed and used for data collection. The data are collected
personally by contacting the users and non-users.

Secondary data:

Secondary data is also collected for the purpose of study. The


sources of secondary data are as follows.

 News papers
 Reports
 Company projects
 Magazines
 Books
SAMPLING PLAN:

For the purpose of the study the population considered is Hubli


and Dharwad city. Judgmental sampling method is used for collecting the
data. The data is collected for both users and non-users separately in Hubli
and Dharwad. Sample size used for this purpose can be interpreted as
follows:

CITY USERS NON-USERS


HUBLI 50 25
DHARWAD 50 25

SIGNIFICANCE OF THE STUDY

The study is exclusively conducted for users and non-users of


ATMs in the twin city who are dispersed in different areas of Hubli
Dharwad. The representative samples collected in the cities are according to
the availability and in proportion to different banks.

The results are based on the data provided by the respondents


that are assumed to be correct information. The time frame of this study
lasted for 2 months i.e. June 1st to August 31st 2006.
LIMITATIONS OF THE STUDY

 Main limitation of the project is the sample size. Only a sample size of
100 is considered for users of ATM and 50 for non-users of ATM for
the project work.

 The survey is restricted to twin city only i.e., Hubli and Dharwad.

 Analysis of the data, generated from the questionnaire is done on the


assumption that the respondents divulged correct information.

 The period allowed is only 60 days which is not enough to study in


depth.

 Questionnaire may produce errors because of the different meanings


attached by the different groups of people to the same question, which
leads to misinterpretation of the data.

CHAPTERISATION

This study is divided in to five chapters. First chapter is executive


summary which gives the in-depth view of the whole project in short.
Second chapter is introduction which covers the topics Introduction
itself, Need for study, Statement of problem, Objectives of the Study,
Methodology, Significance and Limitations of the study. Third
chapter is ATMs in contemporary banking which covers a
theoretical framework of ATMs and profile of banks covered under the
study. Forth chapter covers the analysis and discussion part. Fifth and
final chapter gives the conclusions and suggestions based on the study.
CHAPTER 3
ATMs IN CONTEMPORARY BANKING:
A THEOROTICAL FRAMEWORK AND PROFILE OF
BANKS COVERED UNDER STUDY

A THEOROTICAL FRAMEWORK

ATMs were introduced in the 1970s; they were set up only inside or
immediately outside their banks branch offices. They were seen by banks
largely as a way of saving money, by reducing the need for tellers. Even
with the relatively expensive computer technology of the late 70s and early
80s, the cost of processing deposits and withdrawals via ATMs proved to be
less than the cost of training and employing tellers to do the same work.

To encourage customers to embrace the new technology and overcome their


trepidations about putting there cheques in to a machines slot rather than a
teller’s hands, banks originally didn’t charge customers any fees for using
ATMs. Indeed, in time, some banks started charging customers for not using
ATMs. Through so-called “human teller fees” – a charge for each time a
customer uses a teller for a service that could be performed by an ATM.

At first, a banks ATMs could only be used by consumers who already had
checking or savings accounts with that bank, through the banks “proprietary
ATM network”.

SHARED ATM NETWORKS

By the early 80s, banks began to take advantage of improvements in


telecommunications technology and formed “shared ATM networks” with
other banks, allowing customers of one bank to withdraw money by using
ATMs of other banks. Banks paid other ATM owners “interchange” fees, to
cover the marginal cost of the “off-us” transactions by its customers on the
owner’s machines. Banks paid the network a “switch” fee per transaction,
plus an annual “membership” fee, to cover the costs of the network.
Originally, these fees were not directly passed in to customers.
After all, from the perspective of a bank, banks that joined the network could
advertise that their customers could get access to their money from far more
locations than those banks that didn’t belong. Yet the bank would not only
have to pay for tellers: it wouldn’t have even have to pay for the cost of
building and maintaining most of the extra ATMs from which customers
could access their funds. Big banks, seeking to maximize the value of the
new shared networks, urged small banks to join, arguing that joining the
network would be much less expensive for a small bank than building a
competing network. But the big banks weren’t totally altruistic, even than.
They needed to increase usage of their own machines to justify their own
expense, and could do so most easily by adding volume from non-customer
transactions.

ATM CHARGES

The banks realized that many people were essentially hooked on ATMs and
would be willing to pay some small amount of money to use them,
especially when they were traveling. A number of banks slowly began to
charge fees.

In the mid 1980s, then some banks began imposing a fee on their customers
for using another owner’s ATM. These so-called “foreign” or “off-us” fees
became more common in the 1990s.

By the early 90s, using ATMs had become an everyday part of life for a
large percentage of Americans. Young people barely even new what it was
like to hand a deposit slip to a teller and ask for their $ 100 withdrawals in a
mix of $ 5s, and $20s.

This concept has evolved due to innovation of “Automatic Teller Machines”


popularly known as ATMs. A customer can have money at any time by
having an ATM card with the insertion of the card he gets fresh notes at any
time and also the deposit is made easy. Through this financial details can be
accessed from remote locations and basic transactions can be affected
outside the bank. Interconnectivity of ATMs has also facilitated withdrawals
from other cities, a service particularly useful for frequent travelers and
businessman’s. The facility of using credit cards on ATMs is also available
and more recently Mutual arrangements between banks allow for the use of
ATM cards on the other banks ATM as well. Now banks are competing to
expand their ATM Networks by establishing branches at non branch
locations such as Airports, Shopping malls and Office complexes.

PROFILE OF BANKS COVERED UNDER STUDY

The study has been done on four banks namely SYNDICATE BANK,
CENTURION BANK, ICICI BANK and UTI BANK.

SYNDICATE BANK NETWORKED ATM SERVICES

Syndicate Bank Global / ATM Debit Card

Syndicate Bank Global Debit/ATM Card brings you the convenience of


accessing your money ANYTIME & from ANYWHERE Globally. You can
transact in any currency, but pay in Indian Rupees. It is a CONVENIENT e-
WALLET valid in India & abroad with VISA Power.

The Card is offered FREE OF FEE for all eligible accounts with any of
Syndicat-e-banking (CBS) branches and select Non-CBS branches of the
Bank.

FEATURES OF THE ATM CARD:

1. Syndicate Bank Global Debit Card is issued in association with VISA.

2. Acceptance at following locations-


LOCATION LOGO PURPOSE
For Cash Withdrawal, Balance
All ATMs of Enquiry, Mini Statement &
Syndicate Bank Change of PIN through over
350 ATMs
For Cash Withdrawal &
Other Banks’ ATMs Balance Enquiry through over
displaying 16,000 ATMs in India and
VISA Logo over 10 lakh ATMs globally

Merchant
Establishments For purchases through over
Displaying VISA 1.88 lakh MEs in India and
Logo over 24 million MEs globally

All ‘CashTree’ For Cash Withdrawal &


ATMs Balance Enquiry through over
2,000 ATMs

3. Eligible Customers:

√ All individuals (including NRIs but excluding minors, blind &


illiterate persons) maintaining individual or joint (operated by any
one) Savings Bank, Current or Overdraft A/cs.

√ All Proprietorship Firms maintaining Current or Overdraft A/cs.

√ Unto three accounts of a person with same Customer ID with the


Bank can be linked to a Debit Card. However, at other Banks’ ATMs
& Point of Sale (POS) terminals, the Debit Card would be honoured
only if required balance is available in the Primary (Main) account
linked to the Card.
4. Usage Limits:
Type of Transaction CARDS ISSUED BY CARDS ISSUED
S. CBS BRANCHES BY NON-CBS
No BRANCHES
Value in Indian Rupee or equivalent
Foreign Currency
A Minimum Value of Rs.100/- Rs.100/-
any transaction at (Rs. one hundred (Rs. one hundred
ATM or POS only) only)
B Maximum Value per Rs.10,000/- Rs.5,000/-
transaction at ATM or (Rs. ten thousand (Rs. five thousand
POS only) only)
C Maximum Value of Rs.25,000/- Rs.15,000/-
on-line transactions (Rupees twenty five (Rupees fifteen
per day at ATM or thousand only) thousand only)
POS or both put
together
D Number of No restriction No restriction
transactions permitted
per day
E Maximum permissible Rs.10,000/- Rs.5,000/-
value of off-line (Rs ten thousand (Rs five thousand
transaction only) only)

SYNDICATE BANK NETWORKED ATMs IN DHARWAD

Subhas Road Subhas Road Dharwar 580 001

SDM College Campus, Industrial Area,


Sattur
Sattur Dharwar 580 002

Karnataka University Campus, Pavate


University Campus
Nagar, Dharwar 580 003
SYNDICATE BANK NETWORKED ATMs IN HUBLI

KIMS Campus, Vidyanagar,


KIMS
HUBLI. PIN – 580022.

Pune Bangalore Road, Vioyanagar,


KLES College Campus
Hubli 580 031

Aswamedha Trade Centre, Dajibanpet,


Super Market
Super Market, Hubli – 580028.

CENTURION BANK ATMs

One of the competent and reputed banks in providing ATM service is


Centurion Bank. It has counters both in Hubli and Dharwad. Its Hubli
counter is located in the club road. It offers Vantage-24 card which can be
used in 775 counters 46 cities throughout India and at over 5,30,000 ATM’s
in more than 100 countries worldwide, which displays the ‘cirrus’ logo. It
can also be used at more than 6030 Maestro terminals at merchant
establishment in India and at over 5mn. ‘Maestro’ terminals around the
globe. It can also be used in Indian Banks Association promoted ‘swadhan’
counters of 37 banks. It is also known for its quality service.

1. RD Baddi Mansion, # 123,


Club Road,
Hubli - 580 028

2. CSI College of Commerce Campus


College Road,
Dharwad - 580 001.

UNIT TRUST OF INDIA BANK (UTI BANK)


After-office hours banking is what UTI Bank’s Trust 24 ATM card
offers the customers. Customers can operate their account anytime,
via Trust 24, Bank’s ATM facility. So the money customers deposit
with Bank is always accessible to customers, irrespective of office
hours: customers can have all the money they need. Access through a
wide network of ATMs, countrywide. Bank’s Trust 24 ATM card
allows customers to access their account from any of the ATMs of the
bank located across the country. Besides this, Bank’s ATMs also
provide access to domestic as well as international Mastercard
affiliated Credit/ Debit cards.
At the end of June 2006, the Bank increased its reach to 264 cities,
towns and villages across the country through 1959 ATMs.

FEATURES

With the UTI Bank ATM card, customers can:

• Operate multiple accounts with a single ATM card of the bank.

• Withdraw up to Rs.20, 000 per day per card subject to the


balance in your account.

• Deposit up to 30 notes at one time. You can also deposit your


cheques through the ATM

• Check the balances of all accounts linked to the ATM card.

• Transfer funds between your predefined accounts with us.

• Request for a cheque book / statement of account

• Mini-Statement - you can get a mini-statement listing the last


five transactions in any of your accounts linked to your ATM
card.

• Change Personal Identification Number (PIN)


UTI BANK ATMs IN HUBLI

Shri Shivsheel Multiplex,


Opp: New Bus Stand, Gokul Road
Hubli 580030

Kalburgi Plaza, 163/20A, Main Road,


Deshpande Nagar
Hubli 580029

Mehta Chambers,
Opp - Royal Family Hall, Keshwapur
Hubli 580023

Sri Krishna Bhavan,


Lamington Road
Hubli 580020

Hig -2,1St Cross, Near Cancer Hospital Bus Stop,


Navanagar
Hubli 580025

Akalwadi Complex, Pb Road,


Vidyanagar
Hubli 580031

ICICI BANK
ICICI Bank is India’s second-largest bank with total assets of about Rs.125,
229 crore and a network of over 450 branches and offices and about 1790
ATMs. ICICI Bank offers a wide range of banking products and financial
services to corporate and retail consumers through a variety of delivery
channels and through its specialized subsidiaries and affiliates in the areas of
investment banking, life and non-life insurance, venture capital and asset
management. ICICI Banks equity shares are listed in India on stock
exchanges at Kolkota and Vadodara, the stock exchange, Mumbai and the
National Stock Exchange of India Limited and its American Depositary
Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

• ICICI Bank’s 24 Hour ATM network is one the largest and most
widespread ATM Network in India. ICICI ATMs are located in
commercial areas, residential localities, major petrol pumps, airports,
near railway stations and other places which are conveniently
accessible to the customers.
• ICICI Bank ATMs features user-friendly graphic screens with easy to
follow instructions. It has introduced ATMs which interact with
customer in their local language for increased convenience.

FEATURES

• Cash withdrawal: Withdraw up to Rs.25000/- per day from the


account (50,000 for HNI’s). Fast Cash option provides the facility of
withdrawing prefixed amounts. Ultra Fast Cash option allows you to
withdraw Rs.3000/- in one shot.

• Balance enquiry: Know the ledger balance and available balance.

• Mini Statement: Get a printout of last 8 transactions and the current


balance.

• Deposit cash / cheques: Available at all full function ATMs,


customers can deposit both cash and cheques. Cash deposited in
ATMs, will be credited to account on the same day (provided cash is
deposited before the clearing) and cheques are sent fop clearing on the
next working day.
• Funds Transfer: Transfer funds from one account to another linked
account in the same branch.

• PIN change: Change the Personal Identification Number (PIN) of


ATM or Debit card.

• Payments: The latest feature of ATMs, this functionality can be used


for payments of bills, making donations to temples / trusts, buying
internet packs, airtime recharges for prepaid mobile phones and mush
more.

• Others: Request for cheque book form ATMs and our concerned
branch will dispatch it such that it reaches within 10 working days.

• Charges: There is no charge levied on ICICI Bank customer for


transacting on ICICI Bank’s ATMs. However the customers not
maintaining the minimum quarterly average balance in their savings
account, first 6 transactions in the quarter will be free and Rs.25 per
transaction will be charged thereafter.

ICICI ATMs IN DHARWAD

ICICI Bank, Dharwad Branch,


DHARWAD, 580001

ICICI Bank ATM Center, Saptapur Bhavi,


Near Jatkar Apartment, University Road,
DHARWAD, 580001

SDM Dental College Campus,


Sattur,
DHARWAD, 580009

ICICI Bank ATM Center, SDM Engg. College premises,


Dhavalgiri,
DHARWAD, 500002

ICICI Bank ATM, Station Rd,


Mamledesai Commercial Complex,
DHARWAD, 580006

ICICI ATMs IN HUBLI

Shop No 4 F Block, Upper Ground floor,


Akshay Park, Gokul Road,
HUBLI, 580030

ICICI Bank ATM, Karvar Rd, Cotton Mills,


HUBLI, 580024

Desai Motors, Kopikar Road,


HUBLI, 580020

Travellers Bunglow Rd, Eureka Junction,


Nr Sangeeta Theatre
HUBLI, 580029

ICICI Bank ATM, Hubli Gymkhana, Club Rd,


HUBLI, 580029

ICICI Bank ATM, Hubli Rly Stn,


HUBLI, 580020

ICICI Bank ATM, MIG 4, Nava Nagar,


HUBLI, 580025

The Hans Hotel, Vidyanagar,


HUBLI, 580031

ICICI Bank ATM, 81/B, Vijay Nagar,


HUBLI, 580032

ICICI Bank ATM, Vishveshwar Nagar,


House #180,
HUBLI, 580032

ADVANTAGES OF ATMs
 24-hour access to cash
Can withdraw up to Rs.10000/- per day on ATM card. The Fast Cash option
saves time by providing the cash in the denominations of Rs.500/-.

 Balance Inquiry
The Updated balance will appear on the screen and will also be printed on
the transaction slip.

 Mini statement request


Get details on last 9 transactions on account with the mini statement, along
with the balance.

 Cheque book request


Send a request for a cheque book or account statement and it will arrive at
the doorstep.

 Fund transfer
Transfer money from one of the accounts to another. It’s easy. Select the
account from which to transfer, and then indicate the amount and the
account to which it is to be transferred. Both accounts must be linked to the
ATM card and customer ID. The maximum of 5 savings and 5 current
accounts can be linked.

 Pin change
Can conveniently change the PIN (given at the time of opening the account).
Stay totally in control and ensure complete security for the ATM card.

 Bill pay
Pay cellular, telephone and electricity bills using ATM card.

 Any time cash deposits


Cash or cheques can be deposited in to the account and the ATM will
immediately print a receipt for the same.

 Learn about all our other products


Simply select a product and all the information will be displayed on the
screen.
CHAPTER 4
ANALYSIS AND DISCUSSION

According to the research plan, 100 users and 50 non users of ATM are
interviewed separately by using structured questionnaires. The research is
conducted in the twin city i.e. Hubli and Dharwad.The opinions collected are
coded in a master coding sheet. Based on this graphs and inferences are
drawn, to have the better interpretation of the data collected. Findings are
assessed and conclusions are drawn on the basis of response of the
respondents.

The study is conducted separately for users and nonusers, by using


different questionnaires.
1. AWARENESS SOURCES OF ATMs

The below table and chart show the awareness sources of ATMs in
Hubli and Dharwad. Based on respondent’s response the chart has been
drawn. This chart helps to know the source which influences more to the
customers to know about the ATMs.

SOURCES NO.OF RESPONDENTS PERCENTAGE


TELIVISION 28 28
MAGAZINES 16 16
NEWS PAPERS 13 13
AT YOUR BANK 31 31
FRIENDS/RELATIVES 12 12

AWARENESS

TELIVISION

MAGAZINES
1
2%
28%

NEWSPAPERS

31
%
ATYOURBANK
1
6%
1
3%
FRIENDS/
RELATIVES

ANALYSIS: 31% of the respondents are aware through their banks. 28% are
aware through television. Magazines are in next place at the rate of 16% and
then the news papers at 13%.Friends and relatives are influencing at the rate
of 12% and they are in the last place.

INFERENCE: From the above analysis, we can say that the banks are the
main source of awareness to the customer. They influence their existing
customer to become their ATM customer. Television and magazines also
have the considerable influence in creating awareness. News papers and
friends and relatives are at the last place.
2. CARDS OWNED BY THE RESPONDENTS
The table and chart show the cards owned by the respondents. These help
the viewers to know the bank which is having more card holders in the twin
city.

BANKS NO.OF RESPONDENTS PERCENTAGE


ICICI 43 43
SYNDICATE 28 28
CENTURIAN 17 17
UTI 12 12

CARDS OWNED BY THE


RESPONDENTS

50 43
40 28
30 17
20 12 NO OF CARDS
10
0
I
N

I
TE

IC

UT
IA

IC
CA
UR

DI
NT

N
CE

SY

ANALYSIS: Out of the total respondents interviewed 43 people own


ICICI, 28 people own SYNDICATE, 17 people own CENTURION and 12
people own UTI ATM cards.

INFERENCE: In the twin city, ICICI Bank ATM card holders are more
compared to other three banks.

3. REASONS FOR SELECTING A PARTICULAR BANK TO


OWN ATM CARD

The chart and the table show the reasons for choosing the particular
bank’s ATM card among the four. The chart also helps to know the services
which customer prefers more to opt for an ATM card.

REASONS NO.OF RESPONDENTS PERCENTAGE


LOCALITY 32 32
SERVICE 24 24
SECURITY 17 17
MORE WITHDRAWAL 14 14
COST 13 13

REASONS FOR CHOICE

SERVICE
14%
24% SECURITY

13% LOCALITY

LESS COST
17%
MORE
32% WITHDRAWAL

ANALYSIS: Out of the total respondents 32% consider locality 24%


consider service and 17 % consider security. Withdrawal facility was
considered by 14% of the respondents and the pricing factor is considered by
13% of the card owners.

INFERENCE: Customer looks at more number of ATMs at their convenient


places, service is the next priority for the customers. Security, withdrawal
and the price are the next factors in owing ATMs.

4. USAGE TIME
The chart and the table show the time which the customers use ATM
services more. This helps at the time of making the suggestions to the bank
regarding the ATMs.

TIME NO.OF RESPONDENTS PERCENTAGE


5PM -8PM 31 31
10PM-5PM 28 28
8AM-10AM 20 20
AFTER 10PM 11 11
6AM-10AM 10 10

CHART SHOWING USAGE TIME


PERCENTAGE

40 28 31
30 20
20 10 11 PERCENTAGE
10
0
M

M
M

PM

M
0A

0A
-5P

0P
5-8
6-1

8-1

R1
10

TE
AF

TIM E

ANALYSIS: The above graph shows that 31 % of the respondents use ATM
mostly between 5PM to 8 PM, 28 % use during office hours. i.e. 10 AM to 5
PM, 20% use between 8 to 10 PM, 11% of respondents use after 10PM and
10% use before office hours.

INFERENCE: Almost half of the users use ATMs during the evening. That
is more between 5PM to 8 PM (31%), and 8 to 10 PM (20%). There is less
usage of ATM before office hours.
5. USAGE RATE
The below chart and table is drawn in order to know the usage rate of the
ATMs. These help the viewers to understand easily how often the users use
the ATMs in a month.

TIMES NO.OF RESPONDENTS PERCENTAGE


10 TO 20 58 58
20 TO 50 18 18
5 TO 10 15 15
OCCASIONALLY 7 7
NEVER 2 2

CHART SHOW ING USAGE RATE

80
PERCENTAGE

58
60
PERCENTAGE
40 18
15
20 7 2
0
R
10

L
20

50

NA

VE
TO

TO

TO

NE
IO
AS
5

10

20

CC
O

NO.OF TIMES USED

ANALYSIS: 58 % of the respondents use ATM cards for only 10 to 20


times a month. 18 % use 20 to 50 times a month. 15% use ATMs 5-10 times
a month. 7 % use occasionally and 2 % not use their card.

INFERENCE: Majority of the users use ATMs 10 to 20 times a month.


There is no much heavy usage. i.e.58%. Only 18% use ATMs at the rate of
20 to 50 times a month. Occasional users contribute 7% and 2% are the non
users of ATMs.
6. SATISFACTION ABOUT ATM SERVICE
The chart and table show the satisfaction about the present services provided
by the ATM service providers. By the help of this chart we can see the
percentage of satisfied customers with the present services provided by the
ATMs.

SATISFACTION NO.OF RESPONDENTS PERCENTAGE


YES 66 66
NO 34 34

SERVICE SATISFATION OF ATMs

80
66
60
40
34
20
0 PERCENTAGE
YES
NO

ANALYSIS: 66% of the respondents are satisfied with the service provided
by the ATM. 34% are not satisfied with the service.

INEFERENCE: Majority of the respondents are satisfied with the present


system of service. Some are not satisfied and they ask for improvement.
Overall service is satisfactory.

7. SATISFACTION ABOUT THE WITHDRAWAL LIMIT


The table shows the customer satisfaction of the users with the withdrawal
limit of the ATMs prescribed by the bank. To understand this in a better way
the below chart has been drawn.

SATISFACTION NO.OF RESPONDENTS PERCENTAGE


NO 73 73
YES 27 27

SATISFACTION ABOUT THE


WITHDRAWAL LIM IT

100

50 73
27
0
YES NO

ANALYSIS: 73% of the respondents say that withdrawal limit prescribed is


not sufficient. Only 27% of the respondents say that, withdrawal limit is
sufficient.

INFERENCE: Withdrawal limit is not sufficient can be concluded from the


above response. They ask for increase in the withdrawal limit. Most of them
are having business background. Only 27% not need any improvement in the
prescribed withdrawal limit.

8. COST OF THE ATM SERVICE


The chart and table show the customer satisfaction with the cost of the
ATMs. The cost of service is a major factor, as it plays a vital role while
opting for the ATM cards by the account holders.

SATISFACTION NO.OF RESPONDENTS PERCENTAGE


YES 53 53
NO 47 47

CHART SHOWING SATISFACTION


WITH THE COST

NO YES
47% 53%

ANALYSIS: 53% of the respondents agree with the cost of the ATM
service.47% are not satisfied with the cost.

INFERENCE: Cost of the ATM service is affordable in some cases. But still
almost half of the customers feel that it should be less.

9. COMPARISION OF OWN ATM SERVICE WITH


OTHERS
The table and chart show the opinion of the respondents about their banks,
compared to other three banks. To understand the opinion of the customers
is important from bank’s point of view, as it helps to compare them with the
others.

COMPARISION NO.OF RESPONDENTS PERCENTAGE


SAME 42 42
BETTER 35 35
SAME 23 23
WORSE 0 0

CHART SHOW ING COMPARISION

0% EXCELLEN T
23%
BETTER
42%
SAME

WORSE
35%

ANALYSIS: 42% of the respondents convey that their services are same
with other bank’s services. 35% say that their card service is better .23% say
that their services are excellent than others and no one is of the opinion that
it is worse when compared with other ATM services.

INFERENCE: Almost half of the respondents favor their ATM services than
others. 42% feel they are same. This means the customers are having good
opinion about their bank. It is noticeable that no one is of the opinion that it
is worse when compared with other ATM services.

10. SATISFACTION OF OVERALL SERVICES


The table shows the customer satisfaction of the users with the overall
service provided by the ATMs. To understand this in a better way the below
chart has been drawn.

PREFERENCE NO.OF RESPONDENTS PERCENTAGE


YES 63 63
NO 27 27

CHART SHOWING OVERALL


SATISFACTION

100
63
50 27 PERCENTAGE

0
YES NO

ANALYSIS: 63% of the respondents are satisfied with the overall services
provided by the ATMs.27% are not satisfied with the overall service.

INFERENCE: Majority of the respondents are satisfied with the overall


service provided by the ATMs. Some are not satisfied and they ask for the
improvement.

HYPOTHESIS
1. More than 50% of the Respondents are satisfied with the over all

services provided by the ATMs.


Ho: P=0.5
H1: P>0.5 N=100

Standard Error = P (1 – P)
N

0.5 * 0.5
100

= 0.0025
= 0.05

P Observed = 63/100 = 0.63

Z = P Observed -P
Std Error
= 0.63 – 0.50
0.05
= 2.6 > Z table value
i.e. 2.6 <1.960

Hence, Ho is rejected. H1 is accepted. Therefore, more than 50% of the


Respondents are satisfied with the over all services provided by the
ATMs.
11. CUSTOMER PREFERENCE OF ATMs
The table shows the preference of the ATM services instead of traditional
banking transactions by the card holders. The chart shows the same in the
simplest way. This helps to know how much the customer prefer the ATMs
instead of traditional banking transactions.

PREFERENCE NO.OF RESPONDENTS PERCENTAGE


YES 78 78
NO 22 22

C H AR T S H OW IN G C U S T OM E R
PR EFER EN C E

YES
78% 22% NO

ANALYSIS: 78% of the respondents prefer the ATM services instead of


traditional banking.22% respondents do not prefer the ATM service.

INFERENCE: Majority of the respondents prefer the ATMs instead of


traditional banking transactions. Some do not prefer ATM services and they
are happy with the traditional banking transactions.

HYPOTHESIS
2. More than 70% of the ATM users prefer ATM services instead of

traditional banking services in their banking transactions.

Ho: P=0.7
H1: P>0.7 N=100

Standard Error = P (1 – P)
N

0.7 * 0.3
100

= 0.0021
= 0.04
P Observed = 78/100 = 0.78

Z = P Observed -P
Std Error
= 0.78 – 0.7
0.04
= 2 > Z table value
i.e. 2 >1.960

Hence, Ho is rejected. H1 is accepted. Therefore, more than 70% of the


Respondents prefer the ATM service instead of traditional banking
services.
12. OCCUPATION / EMPLOYMENT
The table and the chart show the occupation / employments of the ATM card
holders. This will help the bank to know who the major ATM card holders
are. The bank can then target the customers easily.

OCCUPATION NO.OF RESPONDENTS PERCENTAGE


BIZ EMPLOYEES 35 35
STUDENTS 26 26
PVT. EMPLOYEES 20 20
GOVT. EMPLOYEES 15 15
RTD. PERSONS 4 4

CHART SHOWING OCCUPATION

40
30
20 35 PERCENTAGE
10 26 15 20
0 4
EMPLOYEE

EMPLOYEE

EMPLOYEE

RTD.PERSO
STUDENTS

GOVT.

PVT.
BIZ.

NS

ANALYSIS: The graph shows that the 35% respondents are business
persons, 26% are students, 15% government employees, and the 20% are
from private employee background. Only 4% are retired people.

INFERENCE: Customer concentration i.e. more ATM card holders are


having the business background. It is followed by students who are very
much attracted towards ATMs. Private employees are also attracted by
ATMs. Retired people who are having the ATM cards are few.

ATM NON-USERS:
13. AWARENESS OF ATMs IN TWIN CITY

The below table and chart show the awareness level of non users of ATMs
in Hubli and Dharwad city. Based on respondent’s response the chart has
been drawn. This chart helps to know how much the non users of ATMs are
aware of the ATMs.

AWARENESS NO.OF RESPONDENTS PERCENTAGE


YES 45 90
NO 5 10

CHART SHOWING AWARENES


ABOUT ATM'S

100 90

50

10
0 PERCENTAGE
YES
NO

ANALYSIS: 90 % of the respondents are aware of ATMs and 10 % of the


respondents are not aware of ATMs out of 50 respondents interviewed in the
twin city.

INFERENCE: From the above analysis I can infer that awareness level of
ATMs is better in the twin city.

14. OPINION ABOUT ATMs IN TWIN CITY.


The table shows the opinion of the non-users of the ATMs about the ATMs.
To understand this in a better way the below chart has been drawn. This
helps to know the potentiality for the product in the twin city.

OPINION NO.OF RESPONDENTS PERCENTAGE


YES 31 62
NO 19 38

CHART SHOWING OPINION ABOUT


ATMs

38%
NO
YES
62%

ANALYSIS: nearly 62 % of the respondents say that ATMs are necessary.


Only 38 % of the respondents say that ATMs are not necessary.

INFERENCE: ATMs are necessary for the various activities of the bank can
be concluded from the above response. Only 38 % of the respondents say
that ATMs are not necessary. i.e. they do not need ATMs.

15. PREFERENCE OF BANKS IN TWIN CITY


The table and the chart show the customers preference towards the bank’s
ATMs in the twin city. By the help of the chart we can understand which
bank’s ATMs customer prefers more among the four banks.

BANKS NO.OF RESPONDENTS PERCENTAGE


ICICI 22 44
SYNDICATE 12 24
UTI 9 18
CENTURIAN 7 14

CHART SHOWING CUSTOMER


PREFERENCE
50 44
40
30 24
18 PERCENTAGE
20 14
10
0
N

I
IO

TI
IC
T
A

U
R

IC
IC
U
T

D
EN

N
SY
C

ANALYSIS: Out of the respondents interviewed 44% prefer ICICI, 24%


prefer SYNDICATE, 18% prefer UTI and 14% prefer CENTURION Bank
ATM services.

INFERENCE: From the above analysis I can infer that respondent’s


preference is more towards ICICI, next preference is SYNDICATE Bank’s
ATM. Where as UTI and CENTURION are new to the city and respondent’s
preference is less towards them considered to major players like ICICI and
SYNDICATE.
16. REASONS FOR NOT OPTING ATM CARD
The table and the chart show the factors which influences more to the
customers to not opt for the ATM services in the twin city. This can utilize
by the banks to attract more customers.

REASONS NO.OF RESPONDENTS PERCENTAGE


LESS SECURITY 16 32
POOR SERVICE 13 26
HIGH CHARGES 11 22
WITHDRAWAL RISTRICTIONS 6 12
NEVER 4 8

CHART SHOWING WHY CUSTOMERS


NOT OPTED ATM CARD
POOR SERVICE

22% LESS SECURITY

12% HIGH CHARGES


32%
8% WITHDRAWAL
RISTRICTIONS
26% LOCALITY

ANALYSIS: 32% of the respondents say less security is the reason for not
opting of ATM cards. 26% of respondents say poor service, 22% says high
charges and 12% say withdrawal restrictions and only 8% of the respondents
say locality is the main criteria.

INFERENCE: From the above analysis I can conclude that less security is
the main criteria for not opting of ATM cards. High charges are the second
factor according to respondents. Poor service, withdrawal restrictions and
locality are respectively the other reasons.
CHAPTER 5
CONCLUSIONS AND SUGGESTIONS

This project work has been carried out in order to know the customer
preference of ATM services. The research is also conducted to know the
customer satisfaction, the reasons for not opting the ATM services by the
customers and to make suggestions regarding product improvement.

The research is restricted only to Hubli and Dharwad twin city. The time
taken for the project is 2 months i.e. 1st June 2006 to 31st July 2006.
Judgmental sampling plan is used to collect the data. The data collected are
then analyzed by using graphs and statistical tools. Based on these analyses I
found several factors relating to ATMs. They are presented below:

RESEARCH RESULTS AND FINDINGS.

I. Banks, magazines and news papers are the major sources of


awareness of ATMs.

II. In the twin city, ICICI Bank ATM card holders are more compared to
other three banks.

III. Customer looks at more number of ATMs at their convenient places;


service is the next priority for the customers. Security, withdrawal and
the price are the next factors in owing ATMs

IV. Almost half of the users use ATMs during the evening (5pm to 8 pm).
There is less usage of ATM before office hours (6 pm to 10pm).

V. Majority of the users are not heavy users of the ATM services
i.e.58%. Only 18% use ATMs at the rate of 20 to 50 times a month.

VI. Most of the customers are not satisfied with the withdrawal limit of
the ATMs.

VII. Cost of the ATM service is affordable in some cases. But still almost
half of the customers feel that it should be less
VIII. Almost half of the respondents favor their ATM services than others.
42% feel they are same. This means the customers are having good
opinion about their bank.

IX. Majority of the respondents are satisfied with the overall service
provided by the ATMs.

X. 78 percent of the ATM card holders prefer the ATMs instead of


traditional banking transactions

XI. Customer concentration i.e. more ATM card holders are having the
business background. It is followed by students who are very much
attracted towards ATMs. Private employees are also attracted by
ATMs. Retired people who are having the ATM care are few.

XII. Majority of the non users of the ATM services are aware of the ATM
services.

XIII. From the above analysis I can conclude that less security is the main
criteria for not opting of ATM cards. High charges are the second
factor according to respondents. Poor service, withdrawal restrictions
and locality are respectively the other reasons.
SUGGESTIONS

Based on research results and findings some suggestions are summarized


below.

1. Banks play a major role in influencing the customers to opt for the
ATM services, television and news papers must be used to the fullest
extent to influence the customers

2. Customers usually consider locality of ATMs, service, security, more


withdrawal facility and reasonable price for owning ATM cards. So
there is much scope in improving these fields.

3. 51 percent of the customers use ATMs in the evening hours (5pm to


10pm). There is a necessity to avoid internet and network problem
during the prime hours.

4. Proper maintenance should be done to overcome the technical


problems such as out of order situation, frequent repairs, temporary
shut-down and satellite problems in order to provide better service to
the customers.

5. Deposit problems should be solved by allowing the customers to


deposit more amounts at a time and immediately display their account
balance.

6. More bank branches should be set in other cities to access money


anywhere, any time (online).

7. As many banks are working offline, interconnection with other banks


should be provided to access money anywhere, any time.

8. Service charge should be reduced to encourage more withdrawal for


the customers.

9. By the survey it is found that 62% of the respondents are willing to


own ATM cards. So these potential customers should be converted in
to actual customers by influencing them through proper media and
promotional activities.
10.As half of the customers are price sensitive, price should be reduced
so that more customers are attracted to own ATM cards.

11. Security should be provided to the ATM users, as security is the main
reason for not opting of ATM services by the account holders.
BIBILOGRAPHY / REFERENCES.

1. Marketing Research – By Donald S. Tull & Del I. Hawkins.

2. Marketing and Management – By Philip Kotler.(New Delhi, Prentice


Hall of India 1999)

3. Marketing Research – (The Dryden press illionois, 1979)

4. INTERNET

www.syndicatebank.com

www.centurianbank.com

www.icicibank.com

www.utibank.com
A MARKET RESEARCH ON ATMs

QUESTIONNAIRE--ATM USERS

Dear sir/madam,

I the student of Master in Marketing, International Institute for Advanced


Studies Dharwad, doing a Marketing Research project on ATMs titled
“Customer preference of ATMs: An analytical study of chosen banks”
in Hubli-Dharwad. Hence I would be grateful if you would spare your
valuable time and co-operate by answering few questions to the best of your
knowledge. I assure you that the information collected will be used for
academic purpose only and this will help your banker to provide better
services to you.

1) How did you come to know about ATMs?


a) Television b) Magazines
c) News papers d) At your bank
e) Others specify

2) Which ATM cards do you own?


a) CENTURION b) SYNDICATE
c) ICICI d) UTI

3) What factors necessarily made you to opt for ATM card from this
bank only?
a) Service
b) Security
c) Locality
d) More withdrawal facility

4) Whether ATM facility is available as per your requirement?


a) In terms of time Yes / No
b) In terms of location Yes / No

If No at which place do you require ATM other than branch premises?


Please specify
a) b)
c) d)
5) When do you require ATM mostly?
a) Before office hours /06am to 10 am
b) During office hours / 10 am to 5 pm
c) After office hours/5 pm to 8 pm
d) After office hours / 8 pm to 10 pm
e) Late night say after 10 pm

6) How often you use the card?


a) 5 to 10 times a month b) 10 to 20 times a month
c) 20 to 50 times a month d) Occasionally
e) Never

7) How do you term it for your usage?


a) Withdrawal b) Accessibility
c) Emergency d) For Fashion? Status

8) Are you satisfied with services provided by ATM?


a) Yes b) No

9) Whether the withdrawal limit prescribed in ATM is sufficient?


a) Yes b) No

10) What are the additional services availed by you from ATM?
Please specify
a) b)
c) d)

11) Are you satisfied with cost of this service?


a) Yes b) No

12) How much are you prepared to pay for usage of ATM’S if
additional service like
Linking of other banks ATMs etc are provides.
Please specify__________________________

13) Along with these services what are the additional facilities you
expect from banks with respect to ATM cards?
a) b)
c) d)
14) Have you faced any problems with ATM usage?
a) Yes b) No
If Yes nature of problems faced?
a) b)
c) d)

15) How do you compare your ATM service with other bank’s ATM
service?
a) Excellent b) Better
c) Same d) Worse

16) How do you rate your ATM card system?


a) Excellent b) Good
c) Average d) Poor

17) Considering the service / benefits / facilities which bank’s ATM


service do you think is better?
a) CENTURIAN b) SYNDICATE
c) ICICI d) UTI

18) Are you satisfied with the overall services provided by the ATMs?
a) Yes b) No
If NO please specify the reason

19) Any suggestion for improvement of the ATM system?


________________________________________________

20) Do you prefer ATM services instead of traditional banking?


a) Yes b) No

21) How do you describe person having ATM?


________________________________________________

22) Your profession / employment / occupation please


______________________

23) Monthly income


a) Less that Rs5000 b) Rs.5001 to Rs.10000
c) Rs.10001 to Rs.15000 d) Rs.15001 to Rs.25000
e) Above Rs.25000
24) Name: _____________________________________________
Sex ________________
Education_____________
Age ________________
Address _____________________________________________
_____________________________________________
_____________________________________________

Phone No _____________________________________________
E-mail Id _____________________________________________

Signature

THANK YOU VERY MUCH FOR SPARING YOUR VALUABLE TIME


A MARKET RESEARCH ON ATMs

QUESTIONNAIRE ATM NON-USERS

Dear sir/madam,

I the student of Master in Marketing, International Institute for Advanced


Studies Dharwad, doing Marketing Research project on ATMs titled
“Customer preference of ATMs: An analytical study of chosen banks”
in Hubli-Dharwad. Hence I Would be grateful if you would spare your
valuable time and co-operate by answering few questions to the best of your
knowledge. I assure you that the information collected will be used for
academic purpose only and this will help your banker to provide better
services to you.

1) Are you aware of ATM service?


a) Yes b) No
If Yes which ATM services you are aware of please specify
a) b)
c) d)

2) How did you come to know about ATMs?


a) Television b) Magazines
c) News papers d) In your bank
e) Others specify__________________________

3) Do you think ATM is necessary?


a) Yes b) No
If Yes why?
a) Savings b) Withdrawal
c) Security d) Accessibility
e) Emergency f) For Fashion / Status

4) If you want to opt for ATM card then which bank do you prefer?
a) CENTURIAN b) SYNDICATE
c) ICICI d) UTI
5) Why do you not opted for ATM card?
a) Poor Service
b) Less Security
c) High charges
d) Less withdrawal facility
e) Locality

6) How do you describe person-having ATM?


________________________________________________

7) Your profession / employment / occupation please


______________________

8) Monthly income
a) Less that Rs5000 b) Rs.5001 to Rs.10000
c) Rs.10001 to Rs.15000 d) Rs.15001 to Rs.25000
e) Above Rs.25000

9) Name: _____________________________________________
Sex ________________
Education_____________
Age ________________
Address _____________________________________________
_____________________________________________
_____________________________________________

Phone No _____________________________________________
E-mail Id _____________________________________________

Signature

THANK YOU VERY MUCH FOR SPARING YOUR VALUABLE TIME