ATM Services of Public and Private Sector Banks: A Study on Customer Satisfaction

Abstract

In the year 1992-93, the Indian Government took major steps to improve the banking sector of India; these reforms were major steps towards strengthening Indian banking under the leadership of PV Narasimha Rao Government, due to this amendment, today Indian Banking system is one of the world’s efficient banking systems. As a result of this decision, computerization and technology implementation in banking is possible, thereby undergone enormous changes in Indian banks. In last two decades Indian banking transformed from paper based banking to paperless banking and credit goes to first generation reform in which computerisation was the major step which has made Indian customers dependent on e-banking, nowadays e-banking not only facilitating banking services but also brought large number of services into the reach of customers. A paramount and most useful product of e-banking is ATM; nowadays it is considered a complete bank in itself. Entry of e-banking along with ATM in India, banking practices changed drastically. The contribution of ATM into days is very paramount it has been recognized as pivotal of modern banking. Now scope Banking industry become very wide. Every day, the banks are bringing new products to the banking market to attract more and more customers and the expansion of banking is increasing. As far as concern banking services n rural areas there is a still lack of services. On the one hand, banking services through ATMs are being provided at every foot step in place non-rural areas. Even the government-run mobile banking has not proven to be as effective. Therefore, there is still huge potential for expansion in the retail banking sector of ATM Banking.This paper studies the satisfaction of various banks customers on the basis of three major services provided banks through ATMs of public and private sector banks, Study also makes the comparison of satisfaction.

Keywords: ATM banking, Indian banking, Liberalisation, Satisfaction, Technology.

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