BIBLIOGRAPHY

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JOURNALS AND ARTICLES

1. Alid, Hasnain Safdarbutt, Muhammad Murtaza and Usman Khizar, Pakistan

2. Arun Kumar (2010) Value of money when two ATMs were not working
accidently, Nanayam Vikatan, December 5, 2010, Pp 28.

3. Awad B.EI_Haddad, Mohammad A.Almahmeed (1992)”ATM Banking

Behaviour in Kuwait: A Consumer Survey”, International Journal of Bank
Marketing, Vol.10 ISS: 3, Pp25-32

4. Banumathi Arunachalam (2010) ATM – How many problems, December19,

2010, Pp28. 17. Richa Tuli , Abhijeet Khatri and Anita Yadav (2012) A
comparative study of customer attitude towards ATM of SBI and ICICI
bank, August 2012 IJMT, Volume 2, Issue 8 ISSN: 2249-1058. Service
Qualities

5. Bussakorn, Jaruwachirathanakul, Dieter Fink (2005) “Internet banking

adoption strategies for a developing country: the case of Thailand”, Internet
Research, Vol.15, ISS: 3, Pp 295-311

6. Dan Lockton, David Harrison and Neville (2010), A. Stanton, Applied

Ergonomics - The Design with Intent Method: A Design Tool for
Influencing User Behaviour, 2010. ATMs

7. David Bounie and Abel François (2006) Cash, Check or Bank Card? The
Effects of Transaction Characteristics on the Use of Payment Instruments,
Working Papers in Economics and Social Sciences, 2006.

8. . Manvinder Singh Pahwa Dr. and Karunesh Saxena(2011) Analytical Study

of Customer Satisfaction at ICICI Bank with special reference to ATMs,
2011 3rd International Conference on Information and Financial Engineering
IPEDR Vol.12 (2011) IACSIT Press, Singapore.

9. Elizabeth W. Croft and Barbara J. Spencer (2003) Fees and Surcharging in

Automatic Teller Machine Networks: Non-bank ATM Providers versus
Large Banks, 2003.
10. Evaluating customer perceptions towards ATM services in financial
institutions; A case study of Pakistani Banks, Computers & Industrial
Engineering, CIE 2009, Troyes International Conference, 6-9 July 2009,
Pp1440 -1445

11. Fumiko Hayashi, Richard Sullivan, and Stuart E. Weiner (2003) A Guide to
the ATM and Debit Card System in the book Payments System Research ,
Federal Reserve Bank of Kansas City, 925 Grand Blvd, Kansas City, MO
64198, USA , ISBN: 0-9744809-0-8, September 2003.

12. Gautam Gowrisankaran (2011) Entry and Pricing in a Differentiated

Products Industry: Evidence from the ATM Market, 2011.

13. Gurjeet Kaur Dahi, Sangeeta Gupta(2013)”Predicting customers‟

behavioural intention toward ATM services”, Journal of Indian
Business Research, Vol.5 Iss:4,Pp251-270. http:/www.emeraldinsight.com/
journals.htm

14. Halil Tunali and Ferda Yerdelen Tatoglu(2010) “Factors affecting Credit
Card Uses: Evidence from turkey using Tobit Model”, European Journal of
Economics, Finance and Administrative Sciences ISSN 1450-2275
Issue23(2010)@Eurojournals, Inc.2010 http://www.eurojournals.com

15. Heli Snellman (2006) Automated Teller Machine network market structure
and cash usage, Scientific Monographs, 2006.

16. James J. M C Andrews (2003) Automated Teller Machine Network Pricing –

A Review of the Literature, Federal Reserve Bank of New York”, 2003.

17. James J. McAndrews (1998) ATM Surcharges, Federal Reserve Bank of

New York, Current Issues in Economics and Finance, April 1998. Volume 4
Number 4.

18. Jocelyn Donze_and Isabelle Dubec (2009) ATM Direct Charging Reform:
the Effect of Independent Deployers on Welfare, June 19, 2009.
19. John P. Caskey and Gordon, H.Sellon, Jr (1994) Is the Debit Card
Revolution Finally Here? Federal Reserve Bank of Kansas City, Economic
Review, Fourth Quarter 1994 Pp 80-95.

20. Kari Takala and Matti VIrén (2007) Impact of ATMs on the Use of Cash,
Communications & strategies, 2007.

21. Mohammad Shamsuddoha, Md. T Chowdhury and A B M J Ahsan, (2003)

Automated Teller Machine: A New Dimension in the Bank Services in
Bangladesh, 2003.

22. Dheeraj Diwari, Daily Thanthi,(2012) “Service charges in other ATM Bank
branches have to be reduced”, New Delhi, Monday July 9, 2012, Pp-6.

23. Devikala. P (2007) A Study on Consumer Preference and Satisfaction

towards ATM Card in Erode Town (with special reference to UTI (AXISA)
Bank), 2007.

24. Muhammad Asif Khan (2010)”An Empirical Study of Automated Teller

Machine Service Quality and Customer Satisfaction in Pakistani Banks”,
European Journal of Social Sciences-Volume 13, Number 3 (2010) Pp. 339.

25. Muhammad Asif Khan (2010)An Empirical Study of Automated Teller

Machine Service Quality and Customer Satisfaction in Pakistani Banks,
Assistant Professor, Department of Business Administration, Fatima Jinnah
Women University, Rawalpindi, Pakistan.

26. Mustafa Ege Yazgan and Hakan Yilmazkuday(2007), The Effects of Credit
and Debit Cards on the Currency Demand, 2007.

27. Nadia Massoud, Anthony Saunders and Barry Scholnick (2003) The Impact
of ATM Surcharges on Large Versus Small Banks: Is There a Customer
Relationship Effect? 2003.

28. Nicola Davinson and Elizabeth Sillence (2014) “Using the health belief
model to explore user‟s perceptions of „being safe and secure‟ in the world
of technology mediated financial transactions” International Journal of
Human-Computer Studies, Volume 72, Issue2, February 2014, Pp 154-168.
29. Philip Gerrard, J. Barton Cunningham (2003)”The diffusion of Internet
banking among Singapore consumers”, International Journal of Bank
Marketing, Vol.21 ISS: 1, Pp 16-28

30. Prabhakar Rajkumar(2007) Indian Economic Panaroma – A Quarterly –

Journal of Agriculture, Industry, Trade and Commerce, July2007,Vol 17,
No.2, Page 39
31. Prabhakar Rajkumar(2008) MangalMay – Journal of Management and
Technology, July-Dec2008, Vol.2, Number 2, ISSN:0973-725,Pp.60-74

32. Robert E. Litan (1999) ATM Fees: An Economic Analysis, 1999.

33. Robert Rugimbana, Philip Iversen(1994)”Perceived Attributes of ATMs and

their Marketing Implications”, International Journal of Bank marketing,
Vol.12,Iss:2, Pp30-35

34. Robin A. Prager (2001) The Effects of ATM Surcharges on Small Banking
Organizations Review of Industrial Organization, 2001.

35. Wole Micha Olatokun and Louisa Joyce Igbinedion (2009) The Adoption of
Automatic Teller Machines in Nigeria: An Application of the Theory of
Diffusion of Innovation, 2009.

NEWSPAPERS

1. Daily Thanthi (2012) Without an ATM card, money can be taken, April16,
2012, Monday, Pp-17.

2. Daily Thanthi (2012) Economic Times, Reducing ATM expenses, banks can
save Rs.3, 000 Crores yearly, News Section, New Delhi, Friday20, 2012, Pp-
6.

3. Daily Thanthi, (2012) ATM Machines – Technical aspects, Monday, May14,

2012, Pp - 17.

4. The Hindu, Special Correspondent, Bank robbery brings focus back to

security. Industry now offers a wide range of security devices and options,
Sunday, January 29, 2012.
WEBSITES

1. http://en.wikipedia.org/wiki/Automated_teller_machine

2. http://en.wikipedia.org/wiki/Operational_efficiency
3. http://en.wikipedia.org/wiki/Responsiveness
4. http://en.wikipedia.org/wiki/Safety
5. http://oxforddictionaries.com/definition/english/security
6. http://www.google.co.in/#q=define+reliability
7. http://www.the freedictionary.com/awareness
8. www.cardbhai.com
9. www.data.world bank.org
10. www.dictionaryreference.com/browser/Usage
11. www.freedictionary.com/convenience
12. www.investopedia.com/terms/u/utility.asp
13. www.salemcorporation.gov.in
14. www.sbi.co.in
15. www.sciencedirect.com/science/article/pii/s1071581913001377
16. www.rbi.org
 INTERVIEW SCHEDULE

Research Guide and Supervisor Researcher

Dr. K. Prabhakar Rajkumar, P. Geetha,

Assistant Professor, Ph.D., Research Scholar,

Department of Commerce, Department of Commerce,

Periyar University, Periyar University,

Salem - 636 011. Salem - 636 011.

Respected Sir/ Madam,

I am very glad to meet you through the interview schedule for the purpose of
my Ph.D., research work. The research title is entitled with “Salient Service Quality
and Usage Pattern of SBI ATMs in Salem Town”

This Interview Schedule, apart from the personal details and utility pattern of
ATM users, this interview schedule consists of six dimensions of service quality.
The first part deals with the convenience of the ATM users, the second part is aimed
at efficient operation of the users of ATM, the third part is focused on both security
and privacy, the fourth part deals with the reliability of ATM and the fifth part is
aimed at the responsiveness of the ATM and a sixth part deals with Awareness.. It
also focused on the Utility and Usage Pattern of the ATM users and the last part is
mainly related to the problems and general questions of ATMs respectively. The
interview schedule is used for the research purpose only and will be kept
confidential. I kindly request you to give your valuable suggestions by giving the
correct answer against each question to express your valuable opinion.
 . APPENDIX

INTERVIEW SCHEDULE
SALIENT SERVICE QUALITY AND USAGE PATTERN OF SBI
ATMS IN SALEM TOWN

Personal Details

I. 1. Name:

2. Address:

3. Gender: Male Female

4. Age:

(A) Up to 20 Years (B) 21 – 30 Years

(C) 31 – 40 Years (D) 41 – 50 Years

(D) Above 50 Years

5. Educational Qualification:

(A) Illiterate ( B) Up to Standard XII

(C) Under Graduate /Post Graduate Courses (D) Diploma & Other Courses

6. Occupation:

(A) Own business (B) Agriculture

(C) Business (C) Doctors/ Engineers/ and Other Professionals

(D) Others
II Utility Pattern of ATM

1. For how many years are you using the ATMs?

(A) Below 1 Year (B) 1 – 5 Years

(C) 6 – 10 Years (D) More than 10 Years

2. Who are all using your ATM Cards?

(A) Myself alone (B) Myself and my wife/ spouse

(C) Myself, my wife/ spouse, (D) Myself, my wife/ spouse, my

And my children children and my friends

3. How many banks ATM cards do you have?

(A) Only single Banks‟ ATM card (B) Two Banks ATM cards

(C) Three Banks ATM cards (D) More than three Banks ATM cards

4. Suppose, if you have more than a bank‟s ATM cards, then how many times are
you using the ATMs per day?

(A) Only once (B) Twice

(C) Thrice (D) Four times and above

5. For what purpose will you use the ATMs most of the times?

(A) For withdrawal of money (B) Balance Enquiry

(C) To obtain the Mini- Statement (C) For transfer of money

(D) To register the secret PIN number (E) All the above

6. How will use your PIN Number while withdrawing money in the ATM?

(A) By remembering (B) By writing the PIN Number in a piece of paper

(C) By registering in my mobile phone ( C) Making a note in my personal diary

 7. Time taken for the completion of ATM Services.

(A) Less than 4 Minutes 4 to 6 Minutes

(C) 6 to 8 Minutes 8 to 10 Minutes
(D) Above 10 Minutes

8. Apart from money transactions, for which purpose will you use the ATM
Services?

From the given below services, choose and rank it.

S. No ATM Services Rank

A Convenience
B Efficient Operation
C Security and Privacy
D Reliability
E Responsiveness
F Awareness

III. Kindly give your valuable opinion for the following questions which are
given below:

Put a tick mark ( ) by suggesting your opinion.

1 - For Strongly Agree

2 - Agree

3 - Neutral

4 - Disagree

5 - Strongly Disagree
1. Convenience

S.NO INFORMATION 1 2 3 4 5

1. Establishment of ATMs in public crowded areas

2. Convenient withdrawal of money in ATM Terminals
3. Working of ATMs on all 24 hours
4. Acceptance of all banks‟ ATM cards in SBI ATMs
5. Easy use of ATM card by anybody
6. Obtaining the ATM cards and keeping them safe
7. Convenient provision and usage of technology
8. Careful instructions on usage of ATM cards

2. Efficient Operation

1. Saving customer‟s and banker‟s time at the same time

2. Provision of quality currency notes to customers
3. Efficient working of ATMs on all working hours
4. Efficient and effective service in ATMs without any delay
5. Less occurrence of human error in the ATMs
6. Immediate information about all money transactions to its
customers
7. Provision of Mini-Statement leads to less loss of money

3. Security and Privacy

1. Security and Privacy while withdrawing money

2. Maintenance of individuals‟ privacy and security
3. Not possible for cheating one‟s money by acquiring
customers‟ PIN Number alone
4. Appointment of efficient and experienced securities for
safety
5. Usage of an ATM card by many persons are unsafe
6. Theft or stealing cannot be avoided by changing the PIN
Number alone frequently
7. Using scanned duplicate card using the skimmer machine,
money can be withdrawn without the knowledge of the
customers.
4. Reliability
1. Non-provision of human relationship between a customer
and a banker.
2. Hearing and visualization in ATMs make it reliable about
the money transactions
3. Non- reliability on the functions of ATMs
4. Non-provision of enough satisfaction in an ATM which a
banker can provide
5. Easy comparison of an ATM with a Teller Machine
6. Comparisons are not possible with the functions of an ATM
and a Bank.
7. ATMs act as a connecting link between a customer and a
banker
8. Not possible for getting doubts cleared and obtaining
required information immediately.

5. Responsiveness

1. Informing available balance at the end of each and every

Transaction.
2. Providing information through mobile phones immediately
3. Immediate ATM services by banks to its customers
4. Rectification of problems immediately by banks
5. Feeling of availability of money in the ATM always
6. Assurance of money transactions using signs in ATMs
7. Renewal of ATM cards by noticing validity date

6. Awareness

1. Automated Teller Machine is expansion of ATM

2. Possibility of using several times per day in ATMs
3. Maximum withdrawal amount Rs.1,00,000/-per day
4. Minimum withdrawal amount Rs.500/- per day
5. One bank‟s ATM card cannot be used in another bank‟s
ATM terminals
6. Secret PIN Number is used for acquiring service in ATMs
7. Differences in the operations of ATMs from one bank to
another
8. Deposits can be made at all ATM terminals
9. Availability of Overdraft facilities while using ATM
cards
10. Black color line in ATM card denotes the scanning code of
customers‟ identification.
IV Usage Pattern

1. Enough satisfaction of interior arrangements in ATMs

2. Better services by establishing more ATMs
3. Better service is that not able to withdraw the required
amount even though there is enough amount in the account.
4. Obtaining better services by establishing more ATMs
5. Giving immediate service by attending to the unexpected
problems during withdrawal of money.
6. Absence of creating awareness and not taking care in most
of the banks.
7. Customers‟ not obtaining better service is due to the
carelessness of the banks.
8. Service charges charged by banks are high.

V Problems
11. The reasons for showing more amount than the actual withdrawal amount
sometimes?

1. Problem in the ATMs

2. Electricity Problem
3. Problem in the Main Server
4. All the above

12. What are the reasons for considering the transaction slips as important?

1. Transaction slips are very important to make sure of money

transactions
2. To know the withdrawal amount
3. To verify the Respondent‟s Code Number
4. All the above
14. What is your opinion about the Respondent‟s Code No. in the transaction
slips?

(A) 00 – Money transaction is correct.

(B) 054 – Money transaction is wrong.

(i) Both A and B are correct.

(ii) A is correct and B is wrong.

(iii) A is wrong and B is correct.

(iv) Both A and B are wrong.

15. What are the documents to be received from banks while giving complaints
against the ATMs?

(1) Xerox copy of the details of the complaint.

(2) Electronic Journal

(3) Electronic Journal Print

(4) Registration of money transactions in the ATMs

(5) Details about the withdrawal amount in the accounts.

(6) Details regarding money transactions on that particular day and details
of information that has been checked & verified

(7) Recorded Videos in the CCTV that has been registered in the ATM Camera.

(8) Switch Report details.

(9) All the above

16. How many days do the concern banks take to solve the loss of ATMs?

(1) 5 days

(2) 7 days

(3) 10 days

(4) Within a month.

17. How much amount has to be paid by the concern banks as compensation to
the card holder for their each day defaults?

(1) 10% of the loss of money

(2) Rs.100/- per day

(3) As demanded by the customer

(4) Need not pay any fine.

18. Suppose, if remedial measures are not settled immediately by the concern
bank, where

Do the cards holders can give further complaints?

(1) Police Station

(2) Reserve Bank of India

(3) Bank‟s Ombudsman

(4) The above complaints are not all possible

IV. 1.1 State the number of times have you gone home without taking money
from ATMs.

(1) At all times (2) Some times

(3) Only on specific times Not at all

1.2 Specification of the bank gone home without withdrawing money

(1) SBI (2) Canara Bank

(3) ICICI Bank (4) Other Banks

2. Which bank‟s ATM gives maximum satisfaction?

(1) SBI (2) Canara Bank

(3) ICICI Bank (4) Other Banks

3. Which bank‟s ATM Total Service Quality gives the maximum satisfaction to
SBI customers?
(1) SBI (2) Canara Bank

(3) ICICI Bank (4) Other Banks

4. ATM Card will you use in the SBI ATM.

If you have general and other opinions, if so specify.

 SAMPLE SIZE OF THE RESPONDENTS

S.NO AREAS NUMBER OF RESPONDENTS

1. Gorimedu 33

2. Chinnathirupathi 57

3. Hasthampatti 59

4. Maravaneri 21

5. Shevapet 15

6. Arisipalayam 11

7. Salem Main 56

8. Ammapet 32

9. Kitchipalayam 09

10. Holy Cross 19

11. Kannankuruchi 33

12. Kondalampatti 35

13. Jagirammapalayam 9

14. Burn and Co 20

15. Alagapuram 33

16. Suramangalam 10

17. Omalur 42

18. Karupur 25

Total 519