Customers perception ATM services

Abstract

ATMs are electronic machines which can be operated by customer for availing various types of banking services. They are easy to operate and having various advantages for customers. ATMs perform various functions like depositing or withdrawing cash at customers will. In fact, ATMs provide 9 different types of services to their customers. It not only saves the time of customers by giving them the freedom to operate according to their convenience but it even lowers the work load of banks as well. State Bank of India is having one of the world’s largest chain of ATM network containing around 60,000 ATMs all across India. These numbers are like double edged sword for the institution as SBI management has to put its best foot forward for delivering world class service to their customers. For example, customers have faced the problem of non-operational SBI ATMs without knowing the time up to which it will again become operational. There should be some kind of technique by which they may know by what time it will again become operational. In developing country like India where majority of population still leaves in villages and small towns, spreading awareness about ATMs is quite a challenge. A good number of customers still prefer to transact through manual mode instead of e-banking mode due to lack of required skills for operating banking services online. There is a need of creating a sense of awareness among the rural customers towards the benefits of using ATMs for financial transactions. This research exercise is a humble attempt from the side of the researcher to discuss the perception of customers regarding SBI ATMs in region I of Varanasi city. © BEIESP.