full chapter atm questionnaire
TRANSCRIPT
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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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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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