Customer satisfaction of ATM services of SBI

Abstract

This paper is based on the ATM services that is been provided by the SBI. Automatic Teller Machine (ATM) plays a very
important role in our day to day life. The main advantage of ATM is that it can get across a large customer base at the
minimum cost. Nowadays most of the banks cater ATM services to its customers. This study is been conducted to know
about level of customer satisfaction towards the ATM facilities that have been provided by the SBI. For this purpose, data
was collected through questionnaire. And after analyzing the data we could conclude that there is a positive relationship
among different contributing factors of customer satisfaction. Namely between convenience and reliability, assurance and
reliability, efficiency and service quality, and between responsiveness and reliability. Moreover this study is concluded by
providing suggestions as to overcome the problems regarding ATM facilities.