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A STUDY ON CUSTOMER STATISFACTION TOWARDS ATM

USERS IN ERODE TOWN

1.Name :

2. Age :

3. Sex :

4. Level o E!"#a$%o& :

'a()*%ma*+ ',( -%g /S#ool

'#( 0*a!"a$e '!( )o$0*a!"a$e

.O##"a$%o& :

'a( 5"%&e ',( )*oe%o&al

'#( Se*v%#e '!( O$e*

6. Mo&$l+ Iome :

'a( 5elo7 8888 ',( 881 $o 18888 '#( A,ove 18888

9. -o7 !%! +o" #ome $o &o7 a,o"$ ATM;

'a( Telev%%o& ',( Maga

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11. We& !o +o" *e@"%*e ATM mo$l+;

a( 5eo*e o%#e o"* 86am $o 18 am

,( D"*%&g o%#e o"* 18 am $o m

#( A$e* o%#e o"* m $o = m

!( A$e* o%#e o"* =m $o 18m

e( La$e &%g$ a+ a$e* 18m

12.-o7 o$e& +o" "e $e #a*!;

a( $o 18 $%me a mo&$ ,( 18$o 28 $%me a mo&$

#( 28 $o 8 $%me a mo&$ !( O##a%o&al+ e(Neve*

13.-o7 !o +o" $e*m %$ o* +o"* "age;

a( W%$!*a7al ,( A##e%,%l%$+ #( Eme*ge+

!( Fo* Fa%o&

14. A*e +o" a$%%e! 7%$ e*v%#e *ov%!e! ,+ ATM;

a( Ye ,( No

1.We$e* $e 7%$!*a7al l%m%$ *e#*%,e! %& ATM % "%#%e&$;

a( Ye ,( No

16.Wa$ a*e $e a!!%$%o&al e*v%#e ava%le! ,+ +o" *om ATM;

)leae e#%+

a( A##o"&$ %&o*ma$%o& ,( )a+ ,%ll

#( Re#a*ge )*ea%! Ca*!

19. A*e +o" a$%%e! 7%$ #o$ o $% e*v%#e;

a( Ye ,( No

1=.-ave +o" a#e! a&+ *o,lem 7%$ ATM "age;

a( Ye ,( No

% +e &a$"*e o *o,lem a#e!;

a( ,( #( !(

1?. -o7 !o +o" #oma*e +o"* ATM e*v%#e 7%$ o$e* ,a&B ATM e*v%#e;

a( Ex#elle&$ ,( 5e$$e* #( Same !( Wo*e

28. -o7 !o +o" *a$e +o"* ATM #a*! +$em;

a( Ex#elle&$ ,( 0oo! #( Ave*age !( )oo*

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21. Co&%!e*%&g $e e*v%#e ,e&e%$ a#%l%$e 7%# ,a&B ATM

e*v%#e !o +o" $%& % ,e$$e*;

a( INDIAN 5AN> ,( S5I #(ICICI !( UTI

22.A*e +o" a$%%e! 7%$ $e ove*all e*v%#e *ov%!e! ,+ $e ATM;

a( Ye ,( No

23.Do +o" *ee* ATM e*v%#e %&$ea! o $*a!%$%o&al ,a&%&g;

a( Ye ,( No

24.A&+ "gge$%o& o* %m*oveme&$ o $e a$m +$em

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CHAPTER- I

INTRODUCTION AND DESIGN OF THE STUDY

1.1INTRODUCTION:

ATM #a*! % a !o#"me&$ .$a$ e&a,le a& %&!%v%!"al $o 7%$!*a7 #a a$

e#%%e! ,*ae $*o"g !e,%$ $o $e%* av%&g o* #"**e&$ a##o"&$ ,+ "e o

A"$oma$%# Telle* Ma#%&e. A $ee #a*! a*e oe*a$e! $*o"g Automatic

Telle !ac"i#e$% $e+ a*e &o7& a ATM #a*!. Some ,a& a*e

oe*%&g ATM #a*! *ee o #o$ $o $e%* av%&g a&! #"**e&$ a##o"&$

ol!e*.

I& ge&e*al e&e ATM % &o7& a ANY TIME MONEY %e $%

a#%l%$+ % ava%la,le o* 24 o"* a !a+ a&! alo o& ol%!a+ a&! &o&,a&%&g

o"*. Te+ a*e lo#a$e! &o$ o&l+ a$ e#%%e! ,a& ,*ae ,"$ alo a$ o$e*

,"+ la#e "# a o%&g #omlexe *e$a"*a&$ o%$al )e$*ol ,"&

e$#. -av%&g $o 7%$!*a7 *om o"* o7& ae$ $e*e % &o ea* o ove*e&!%&g

l%e #*e!%$ #a*!.

I& $e #ae o ,a& #a 7%$!*a7al ave $o ,e !o&e a$ $e ame

,*a 7e*e $e #"$ome* !eo%$ #a. 5"$ $e ATM #a*! #a& ,e #a**%e!

a&+7e*e a&! #a& ,e "e! %& a&+ a*$ o $e #o"&$*+ a&! ove* ome$%me a&+

a*$ o $e 7o*l! 7e& $e %"e* o $e #a*! a $e a#%l%$+ o %&$e*&a$%o&al

a##e$a&$

Te %&$*o!"#$%o& o $e ATM #a*! ,*o"g$ " !*ama$%# #a&ge %&

7%$!*a7%&g mo&e+. Te &a$%o&al%

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ATM #a*!ol!e* $*o"g !%e*e&$ a#%l%$%e a&! o $e &"m,e*

o ATM #a*!ol!e* % %*ea%&g a&! % exe#$e! $o %*eae m"#

mo*e.

S$a$e 5a& O I&!%a 'S5I( % $e la*ge$ &a$%o&al%

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1. O(/ECTI0ES OF THE STUDY

1. To &o7 $e #"$ome* *ee*ee o ATM %& -",l% a&!

Da*7a!.

2. To &o7 $e "age a&! a7a*e&e o ATM amo&g $e

#"$ome*.

3. To &o7 $e #"$ome* a$%a#$%o& o $e ATM "e*.

4.To &o7 $e *eao& o* &o$ o$%&g ATM e*v%#e ,+ ,a&

a##o"&$ol!e*.

. To mae "gge$%o& *ega*!%&g $e *o!"#$ %m*oveme&$ a&!

e*v%#e.

1. SCOPE OF THE STUDY

1.I& $% $"!+ a& a$$em$ % ma!e $o $*o7 l%g$ "age o $e

ATM level o a$%a#$%o& a#$o* %&l"e%&g $e "age a&! $e

*o,lem %& ATM.

2.I$ el %& %*ea%&g $e #"$ome* a7a*e&e o ATM "e*.

3.Te *eea*#e* o#" @"al%$a$%ve a#$o* 7%# el"l %& !e$e*m%&%&g

$e #"$ome* a$$%$"!e $o7a*! ATM.

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1. RESEARCH !ETHODO)OGY

A !e#*%$%ve !e%g& %&$e&!e! $o *o!"#e a##"*a$e !e#*%$%o& o

va*%a,le *eleva&$ $o $e !e#%%o& ,e%&g a#e! 7%$o"$ !emo&$*a$%&g $a$ ome

*ela$%o&% ex%$ ,e$7ee& va*%a,le. S%e $e *o,lem % ve*+ #lea*

!e#*%$%ve *eea*# !e%g& a&! $e "*ve+ % #o&!"#$e! 7%$ $e el o a

$*"#$"*e! @"e$%o&&a%*e. Te !a$a #olle#$e! % a##o*!%&g $o $e #"$ome*

*eo&e. T7o ea*a$e @"e$%o&&a%*e a*e !e%g&e! %.e. o&e o* "e* a&!

a&o$e* o* &o&"e*. Te !a$a #olle#$e! % $e& @"a&$%%e! "%&g #o*e

e*#e&$age a&! agg*ega$e 7%# ele! %& *oe* a&al+% o !a$a. 0*a a*e

alo "e! %& a&al+% o* ea+ a&! @"%# "&!e*$a&!%&g.

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2

1.2 TOO)S FOR CO))ECTION:

Pima3 4ata:

T7o ea*a$e @"e$%o&&a%*e o&e o* "e* a&! a&o$e* o* &o&"e*

a*e !e%g&e! a&! "e! o* !a$a #olle#$%o&. Te !a$a a*e #olle#$e! e*o&all+

,+ #o&$a#$%&g $e "e* a&! &o&"e*.

Seco#4a3 4ata:

Se#o&!a*+ !a$a % alo #olle#$e! o* $e "*oe o $"!+. Te o"*#e o

e#o&!a*+ !a$a a*e a ollo7.

Ne7 ae*

Reo*$

Coma&+ *oGe#$

Maga

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8

CHI-S7UARE ANA)YSIS

C"i-9uae te9t

J2J '8E(2

8o,e*ve! *e@"e%e

Eexe#$e! *e@"e%e

C%@"a*e $e$ % al%e! %& $a$%$%# $o $e goo!&e o %$ $o ve*%+ $e

!%$*%,"$%o& o o,e*ve! !a$a 7%$ a"me! $eo*e$%#al !%$*%,"$%o&. Te*eo*e

%$ % a mea"*e $o $"!+ $e !%ve*gee o a#$"al exe#$e! *e@"e%e. I$ a

g*ea$ "e %& $a$%$%#. Ee#%all+ %& aml%&g $"!%e 7e*e 7e exe#$ a

!o",$e! #o%%!ee ,e$7ee& a#$"al a&! exe#$e!. F*e@"e%e a&! ex$e&$ $o

7%# $e !%e*ee #a& ,e %g&o*e! ,e#a"e o %& l"#$"a$%o& %& aml%&g.

I $e*e % &o !%e*e&$ ,e$7ee& $e a#$"al a&! exe#$e! *e@"e%e J %

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;

1.8PERIOD OF THE STUDY

Te e*%o! o $e $"!+ % #o&%&e! $o o&e +ea* $a$ % *om 28112812 a

$a$ e*%o! o $"!+ % #o&%!e*a,l+ lo&g a&! e&o"g $o #om*%e all $e

#a&ge %& $e ATM Ue*.

1.; )I!ITATIONS OF THE STUDY

1. Ma%& l%m%$a$%o& o $e *oGe#$ % $e amle %

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1*a"$e* H >al"a 2883 R%#%el! H S#ae* 2888(. I& a!!%$%o&

$e a$$e*& o a!o$%o& o $e#&olog+ a&! %$ "e ma+ !%e* a#*o

o*ga&%

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12

L%$e*a$"*e oe* %g&%%#a&$ ev%!ee o $e ao#%a$%o&

,e$7ee& a$%a#$%o& o #"$ome* a&! "e*%o* %&a%al e*o*mae

#"$ome* lo+al$+ a&! ma*e$ a*e '5ee*l% e$ al. 2884 Woo! 288=(.

Reea*#e* #o&$e&! $a$ e*v%#e @"al%$+ a a !%*e#$ l%& 7%$

#"$ome* a$%a#$%o& ')a*a"*ama& e$ al. 1?==(. S$*o&g ev%!ee ex%$ %&

l%$e*a$"*e a,o"$ #"$ome*B a$%a#$%o& *om ATM e*v%#e 'Le,la 1??8(.

L%$e*a$"*e %&! a la*ge &"m,e* o $"!%e $a$ %gl%g$ $e

a$%a#$%o& o #"$ome* 7%$ ATM 'Mo"$%&o H 5*o7&l%e 1?=? Wa& e$ al.288 >omal H S%&g 288? Mo,a*e 2889(. Some $"!%e ave alo

%!e&$%%e! #"$ome*B !%a$%a#$%o& 7%$ ATM e*v%#e @"al%$+ !%me&%o&.

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18

CHAPTER-III

PROFIE) OF THE AT! USERS

INTRODUTION:

To!a+ ,a&%&g %&!"$*+ $a&! a$ a #*o *oa!. Ree&$ ,a&

#o&ol%!a$%o& a&! $e e&$*ae o &"m,e* &o&,a& o*ga&%

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1;

CHAPTER-0

THE !A/OR FINDING AND SUGGESTION

CONC)USION FINDING

Te maGo*%$+ o $e *eo&!e&$ a*e emale '=Q(

Te maGo*%$+ o $e *eo&!e&$ e!"#a$%o& $a$" a*e o$ g*a!"a$e

level (66%).

Te maGo*%$+ o $e *eo&!e&$ a*e ,"%&e eole '48Q(.

Te maGo*%$+ '48Q( o $e *eo&!e&$ a*e mo&$l+ %ome

,e$7ee& % RS.888 $o 18888.

Te maGo*%$+ o $e *eo&!e&$ a*e a$ +o"* ,a& a!ve*$%eme&$ '44Q(

Te maGo*%$+ '36Q( o $e *eo&!e&$ a*e mo$l+ "e! o*

INDIAN 5AN>.

Te maGo*%$+ '46Q( o $e *eo&!e&$ a*e e#"*%$+.

Te maGo*%$+ '92Q( o $e *eo&!e&$ a,o"$ $e ATM a#%l%$+.

Te maGo*%$+ '26Q( o $e *eo&!e&$ a*e "e! o* $e ATM #a*!

a$ $e !"*%&g o%#e o"*.

Te maGo*%$+ {12%) o $e *eo&!e&$ a*e "e $% ATM

#a*! a,o"$ $e %& a mo&$ o* $o 18 $%me a mo&$.

Te maGo*%$+ '4=Q( o $e *eo&!e&$ a*e 7%$!*a7al.

Te maGo*%$+ '?8Q( o $e *eo&!e&$ a*e a$%a#$%o& a,o"$ $e

ATM #a*!.

Te maGo*%$+ '96Q( o $e *eo&!e&$ a*e eel $a$ $e $%me

l%m%$ % "%#%e&$ $o 7%$!*a7al %& amo"&$.

Te maGo*%$+ '92Q( o $e *eo&!e&$ a*e *e#o"&$%&g %&o*ma$%o&.

Te maGo*%$+ '=4Q( o $e *eo&!e&$ a*e a$%a#$%o& a$ $e #o$ o

$% e*v%#e.

Te maGo*%$+ '64Q( o $e *eo&!e&$ a*e a#%&g a&+ *o,lem a$ $e

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&.

Te maGo*%$+ '?2Q( o $e *eo&!e&$ a*e a$%a#$%o& 7%$ $e

ove*all e*v%#e *ov%!e ,+ $e ATM.

Te maGo*%$+ '==Q( o $e *eo&!e&$ a*e *ee**%&g e*v%#e %&$ea!

o $*a!%$%o&al ,a&.

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&1

SUGGESTION:

Te *ee&$ 7o*l! eole al7a+ *ee* a%o& a&! mo!em

$e#&olog%e. I& a*e $"!+ o&l+ 62Q o $e *eo&!e&$ *ee*

mo!em $e#&olog%e.

O"$ o 188 *eo&!e&$ 4=Q o $e *eo&!e&$ a7a*e o

ATM e*v%#e $*o"g ,a&e*. Te ,a& %& e*o!e !%$*%#$

e&$ $e amo"&$ o* me!%a 7a &o$ *ea#e! ee#$%vel+ % o&e

o $e 7a+ o &o&e*o&al a!ve*$%eme&$ $*o"g $e goo!

e*v%#e %& ATM ,a&.

O"* $"!+ *eveal $e ma%& a#$o* %&l"ee $e *eo&!e&$ $o

"e ATM % ea+ 7%$!*a7al o&l+. Te o$e* %mo*$a&$ a#$o*

l%e ae$+ $%me av%&g % &o$ %&l"ee $em %$ %&!%#a$e $e

ATM "e* %& e*o!e !%$*%#$. Fa#e $e *o,lem l%e %&e#"*%$+

o* $em.

Te *eea*# o7 $a$ o&l+ =Q o $e *eo&!e&$ "%&g

ATM e*v%#e mo&$l+ oe o&l+. -ee $e ,a& o"l!

#oe&$*a$e %& $% o*.

I& $e #ome$%$%ve 7o*l! % ATM e*v%#e 7e&$ $o *ea# eve*+

,oo a&! #ome* eve*+ ,a& o"l! *el%eve $e m%&%m"m

,alae o* 888 $o 18888

Mo$ o $e *eo&!e&$ *ee* &a$%o&al%

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&&

A e*o!e $o $o7& % $e $ex$%le #%$+ ma%& o##"a$%o&

o $e eole % ,". Te ,a& o"l! e oe& mo*e

ATM Ce&$*e o $a$ %$ 7%ll e #o&ve&%e&$ $o $e

eole $o oe*a$e a&! *%va$e %g level o

a$%a#$%o&

5a& o"l! 7a$# $e 7o*! o ATM 7e&eve* $e #"$ome*

"e*e* *o,lem $e a&g%&g #a*!. D%e*e&$ %& oe*a$%ve.

M%"e o ATM ,+ *a"! $e+ ave $o mae %mme!%a$e

e&@"%*+ a&! olve $e%* *o,lem.

Te )IN e*o&al %!e&$%%#a$%o& &"m,e* 7%# $e "e e&$e*

$o e*o*m $e $*a&a#$%o& o"l! ,e "&%@"e a%! a&! #a& ,e

"e! $o e*o*m $*a&a#$%o& a#*o a&+ !el%ve*+ #a&&el.

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&'

CONC)USION

C"$ome* % 7%ll%&g $o a+ a *%#e o* $e e*v%#e *ov%!e! %$ %

mae ava%la,le $o %m 7e& e 7a&$ a&! 7e*e e 7a&$. Ove* $"!+

*eveal $e #"$ome* *ea# a$%a#$%o& o&l+ %& 7%$!*a7al o mo&e+ %&

ATM. -ee E ,a&%&g o"l! e*ve #l%e&$ $*o"g a &e$7o* *ov%!%&g

#"$ome* 7%$ $e "ll *a&ge o ,a&%&g e*v%#e "# a !eo%$ "&!

$*a&e* loa& a&! o$e* o*m o $*a&e* $*o"g 7%# $e #"$ome* 7%ll

*ea# %g level o a$%a#$%o& a&! e&Go+ all $e e*v%#e o ATM. Te

o"la*%$+ o ATM la*gel+ !eo%$ "o& $e %&$%lla$%o& #o&%!ee I

#"$ome* a,o"$ e#"*%$+ a&! e*o&al *%va#+ o $e mo&e+ a&! ae$.

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