Customer Perception towards ATM Service: A Study report on Dutch-Bangla Bank Limited (Saidpur Branch).

Abstract

E-Banking provides various e-channels for using banking services like ATMS, credit cards, debit cards, internet banking, mobile banking, electronic fund transfer (EFT), electronic clearing system etc. ATM is the most acknowledged than any other e-channels. The ATM industry has seen explosive growth in recent times. The present study has made an attempt to find out the perception of customers regarding various issues related to ATM service. The demographic relations among various issues are also highlighted in this study. To achieve the objectives a survey of 100 respondents who are using ATM services has been conducted and the collected data was analyzed with the help of SPSS by using appropriate statistical techniques. After banking hour transaction and advertisements influence customers most to adopt ATM service. But most of the customers have negative agreements regarding the factors, difficult to remember PIN of ATM card, it is more expensive than traditional banking, difficult for root level people, network problem and difficult to use card. Findings also support that younger people who are frequent users of ATM card, security/safety/privacy of ATM is ranked number one and represents maximum satisfaction of ATM users. The customers’ are satisfied with the transition after banking hour, cash withdrawal accuracy/swiftness, quality of notes, manners of ATM guard, power backup of ATM, pay-in-slips in the ATM, sufficient cash in ATM, 22% customers are strongly satisfied by using ATM card, 41% customers are satisfied by using ATM card, 12% customers are dissatisfied by using ATM card.