Comparative Analysis of Customer Satisfaction of ATM Services Provided by Public and Private Sector Banks in India

International LNCT Management and Research Journal, Volume 1 January 2014, pp 5 - 14

20 Pages Posted: 28 May 2014

See all articles by Manvinder Singh Pahwa

Manvinder Singh Pahwa

Manipal University Jaipur

Manveen Kaur

Janardan Rai Nagar Rajasthan Vidyapeeth University

Sukhpreet Kaur

Guru Gobind Singh College of Management and Technology

Date Written: January 10, 2014

Abstract

The significance of banking in any economy can never be overlooked. These banks provide a flow to the money which is the life blood of any economy. Banking Revolution through ATMs has made banks available in almost all the streets of the country by both public as well as private sector banks. Today ATM Card can be found in any one’s pocket and almost everyone is availing these services irrespective of demographics. ATM now a days has become need of the time.

The present paper studies the level of satisfaction of the customers using ATM services of public and private sector banks. For this purpose, SBI and ICICI Banks have been selected to undertake the sample survey and 120 respondents from each bank have given their responses. The hypothesis has been formulated and tested for 26 identified aspects of the ATMs for both the banks.

The paper concludes and suggests measures which may be taken up by the public and private sector banks for improvement of ATM services to its customers.

Keywords: ATM, ICICI Bank, SBI, Public Sector Banks, Private Sector Banks, Customer Satisfaction

JEL Classification: D11, G21, M31

Suggested Citation

Pahwa, Manvinder Singh and Kaur, Manveen and Kaur, Sukhpreet, Comparative Analysis of Customer Satisfaction of ATM Services Provided by Public and Private Sector Banks in India (January 10, 2014). International LNCT Management and Research Journal, Volume 1 January 2014, pp 5 - 14, Available at SSRN: https://ssrn.com/abstract=2441840

Manvinder Singh Pahwa (Contact Author)

Manipal University Jaipur ( email )

VPO - Dehmi Kalan, Tehsil Sanganer
Off Jaipur - Ajmer Expressway
Jaipur, 303007
India

Manveen Kaur

Janardan Rai Nagar Rajasthan Vidyapeeth University ( email )

Udaipur
Pratap nagar
Rajasthan, Rajasthan 313003
India

Sukhpreet Kaur

Guru Gobind Singh College of Management and Technology ( email )

NH - 15, Malout - Bathinda Road,
Gidderbaha,
Muktsar (PUNJAB), PUNJAB 152101
India

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