OBJECTIVE

To analyze the present ATM facilities provided by various Bank.

1. To examine the factors affecting the choice of ATM.
2. To examine the impact of ATM on customer
3. satisfaction by appraising the problems faced by the customers.
4. To analyze the post purchase behavior of customers regarding the
different banks
5.To know the performance of Atm machines.
6. To know the satisfaction level of the consumers towards ATM
facilities.
Data Anaysis

The present paper entitled “Impact of ATM on customer satisfaction”

focus that customer satisfaction is one of the major factors measuring the
performance of the banks. This paper examines the customer satisfaction
level in the three banks under study with special reference to problems
faced, responses about the fee charged and post purchase behavior of the
consumers after using ATM. The paper also examines the relationship
between various ATM facilities, factors affecting the choice of ATM
and its interplay with customer satisfaction.
The customer satisfaction level has been analyzed in two terms i.e.
material customer satisfaction (MCS) level and abstract customer
satisfaction (ACS) level. Customer satisfaction in material sense denotes
the aggregate position of the banks in terms of fee charged, frequency
with which problems are faced and post purchase behavior of the
customers. In abstract sense, customer satisfaction level denotes the
position of the banks in terms of post purchase behavior, the efficiency
of facilities provided and the example of others using the ATM of the
same bank.
Material Customer Satisfaction Level (MCS)
Material customer satisfaction level has been examined on the basis of
three variables i.e. reasonability of the fee charged, frequency with
which problems are faced and the post purchase behavior of the
customers.
1. Factors affecting choice of ATM
While choosing ATM of a particular bank customer takes care of
some things.
They are known as factors affecting the choice of ATM.

Envisages the frequency of the respective importance of the various

factors for choosing ATM in the three banks.
Among all the factors affecting example of others is one, which is the
clear indicator of the customer satisfaction. People will purchase ATM
of a particular bank on the basis of other’s example if customers using it
previously are satisfied.
2. The purpose for which ATM is most often used

ATM does not mean the plastic card and PIN (Personal Identification
Number) but the services for which you can use it are the most important
part. These services are cash/cheque deposit, fast cash withdrawal, view
account balances & mini statements and request a chequebook or
account statement.

3.Post Purchase Behavior

Post purchase behavior has been analyzed through two statements. If
they are agree with these statements then their customer satisfaction
level is rated to be high. Post purchase behavior has direct relation with
customer satisfaction level.

So, if we examine the customer satisfaction in abstract sense then

rating becomes totally different from material customer satisfaction
level. The reason for this is that MCS level is high in case of SBI
because people are not facing problems which due to the fact that mostly
people are not using services frequently. Thus, according to abstract
customer satisfaction HDFC is at 1st position, 2nd is ICICI and 3rd is
SBI.
F-Test
Further F-test is applied to find out whether the difference in the
customer satisfaction level of the three banks is significant or not. On the
basis of the table-8 above

Analysis of Variance
Sources Sum of Degree of Mean Square
Squares Freedom ( v)
Between 4457.19 2 2228.59
groups
Within groups 155.39 6 25.89

Calculated value of F = 86.07

Tabulated value of F = 5.14
Hence the calculated value is more than the tabulated value, the H is
rejected. It means that there is a significant difference between the
various banks as far as customer satisfaction level is concerned.

Real-time and Offline Analysis

Users can capture and analyze UNI and NNI interfaces in real-time and
record all or filtered traffic into a trace file. The recorded trace file can
be used for offline analysis or exported to a comma-delimited file, or
ASCII file. ATM raw data capturing requires user to specify timeslots,
bit inversion, octet bit reversion, user/network side, ATM mapping,
scrambling, and inverse multiplexing options. Captured raw data can
then be transmitted using playback file application.

Protocols Supported

The list of protocols that are supported by GL's ATM analyzer are as
given below
: