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Index
SR. NO. CH. 1. PARTICULARS INTROUCTION TO ATM 1 INTRODUCTION 2 HISTORY 3 ATM REVOLUTION IN BANKING INDUSTRY 8 10 11
PAGE NO.
CH. 2.
NATURE OF ATMs 1 ATM NETWORKS 2 ATM ASYNCHRONOUS TRANSFER MODE 3 PRINCIPLE OF ATM 4 WHY ATM? 5 THE ATM LAYER 6 TYPES OF ATM CELL 7 ATM SWITCHES AND CROSS CONNECTS 8 FUNCTIONS AND MECHANISMS 9 ATM ON INTERNET 15 16 16 17 17 19 20 24 25
CH. 3.
ATMS SHARED BY A CONSORTIUM OF BANKS 1 ATMS SHARED BY A CONSORTIUM OF BANKS 2 SWADHAN 3 FEATURES OF ATM 4 SCOPE FOR ATM IN INDIA 5 PURPOSE FOR USING ATM CARD 6 HOW MUCH TIME CUSTOMER SPENDS WAITING IN THE QUEUE AT ATM CENTER 7 ADDITIONAL SERVICES PROVIDED BY ATM 8 MEASUREMENT OF THE SECURED FEELING 26 27 28 29 30 31 32 34
36
37
39
CH. 4.
THE FUNCTIONS OF ATM CARD SERVICES 1 GETTING CASH AT ATMS 2 PAYING WITH ATM CARDS 3 SHOPPING WHEREVER SOME MAJOR CARD ARE ACCEPTED 4 LIMITATIONS OF ATM CARD 5 ADVANTAGES OF ATM CARDS 40 40 41 42 44
CH.5.
SAFETY AND SECURITY OF ATM 1 HOW TO GET A BASIC ATM CARD 2 APPLY FOR ATM CARD 3 COST INVOLVED IN ATM CARD 4 FEES MUST BE DISCLOSED TO YOU QUESTIONS TO ASK WHEN YOU SIGN UP AND 5 ITS USE 6 SAFEGUARD THAT PROTECT YOUR CARD AND ITS USE 7 FRAUDULENT USE OF CARD 8 YOU ARE PROTECTED FROM BOOK KEEPING ERRORS 51 51 51 50 49 49 49 50
CH. 6.
SWOT ANALYSIS
53
58 59 60 61
From first day of April 2009, entire ATM network is now available to customers from any bank for transactions for no fee at all, irrespective of the banks in which they have their accounts, now customers will not be levied any fee on cash withdrawals using ATM and debit card issued by other banks. This will in turn increase usage of ATMs in India.
More people are now moving towards using the automated teller machines (ATM) for their banking needs. According to a survey by Banknet India, 95% people now prefer this modern channel to traditional mode of banking. Almost 60% people use an ATM at least once a week.
Increased ATM usage is also helped by the fact that customers have now the flexibility of using ATMs of other banks, as most of the banks are part of major interbank networks like National Financial Switch (NFS), Cashtree and cashnet. The interbank networks have brought together ATMSs of several banks so that consumers would gain access to any of the participating banks ATMs. Banks find it cheaper to pay membership fees to these networks as against setting up additional units in expensive to deploy areas.
The ATM market in India is not yet saturated. Though the concentrations of ATMs are greater in metros, the demand is increasing for other cities and even rural areas. ATMs per million people approximately are 33 units are very low. Experts forecast that the growth rate. I is expected to grow 18 percent up by 2013. Banks going into a self service model can have huge saving potential for banks and may also increase convenience for the customers.
1.2 History
The first Automated Teller Machine (ATM) was introduced in the year 1967 by BNarclays Bank in Enfield Town in North London. At that time a few would have anticipated excess in ATMs. Then many years after, the aim was to shift people off the teller lines thus lowering a banks distribution costs and increase efficiency. But in the 1980s, it was notified that people continued to visit branches, though not as frequently, so that with the costs of ATMs, overall distribution costs were actually rising.
Then, in the 1990s, came surcharges, which fuelled the proliferation of off-premises ATMs, which led in turn to the current overcapacity. There was a slowdown in ATM transactions, partially because of the consumers reaction to the imposition of purchase. Also by the advent of surcharging there was a massive growth in the number of ATMs as it offered ATM owners revenues making it economical to install ATMs where they might not have been placed otherwise.
As is often the as with inventions, many inventors contribute to the history of an invention. In the case of the ATM, Don Wetzel invented the first successful and modern ATM in the USA, however he was not first inventor to create an ATM. In 1939, Luther George Simjian started patenting an earlier and not-so-successful version of an ATM.
As is often the case with inventions, many inventors contribute to the history of an invention. In the case of the ATM, Don Wetzel invented the first successful and modern ATM in the USA, however he was not first inventor to create an ATM. In 1939, Luther George Simjian started patenting an earlier and not-so-successful version of an ATM.
Cash Technologies Inc. Introduces New Transaction Processing System to Revolutionize the Traditional ATM
According to ATM developer and DocuTel employee Don Wetzel, we never did see the ATM as just a cash dispenser. We thought it had to be a machine that did most of the functions of a teller including transferring money, taking payments and issuing cash advances. But, nearly 30 years later, the ATM is still not much more than a cash dispenser. In fact, out of the nearly 220000 ATMs installed in the U.S., research shows nearly half provide only cash dispensing transactions. And, only five percent of the remaining ATMs do anything more than the original, basic bank account functionseven though consumers are demanding more twenty-four hour services from their local bank.
Analysis that can be made from the table and the graph is that the main purpose why people possess ATM card is to deal with the emergency purpose, 54% of the respondents had emergency purpose as a reason to possess ATM card 50% of respondents responded availability as reason and 42% had 24-hour accessibility as reason for processing ATM card. According to 34% of respondents the processed the ATM card as bank offered the card free.
23%
The protocol used by ATMs, which was developed their inception, does not support additional on-line services such as check cashing, bill payment , money order issuance and event ticketing. . For the first time, communication between four primary channels:
1. The ATM network 2. The credit card networks, 3. The Automated Clearing House (ACH) networks and 4. Cash will interface seamlessly.
With the new platform, ATMs are on their way to becoming electronic convenience kiosks, capable of event and airline ticketing, electronic bill payment, and connecting to an alternate host via the internet. With ATMs becoming such a formidable delivery channel, banks are weighing whether to configure their ATMs to do more than just standard cash withdrawals.
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ATM Magazine
An online magazine aimed at the ATM industry, where you can read about the latest innovations in ATM technology.
The banks are offering various services like cash withdrawal, fund transfer, balance enquiry, etc.
The banks have tie ups in between them for sharing of their services this may be bilateral or multilateral by way of consortium like SWADHAN.
In recent years, computer systems have achieved an almost explosive increase in performance, such that developments in the field of data communications have been unable to keep up. Where the processor performance and memory capacity of PCs have grown over the past ten years by a factor of a hundred, transfer speeds in wide area networks have risen 'only' by a factor of ten, and in LANs they have been stayed much the same.
ATM is a standard recognized throughout the world, which provides for the first time a method for universal information exchange, independent of the end-system and the type of information (data, audio, and video).The architecture of ATM (53 byte cells) supports the design of massive parallel Communication architectures and enables the implementation of networks with transfer rates in the gigabit range. With the high-speed networks, it is possible to send huge quantities of data generated by the latest applications (video mail, interactive TV, virtual reality, etc)
ATM is suitable for local area networks as well as wide area networks. The ability of ATM to emulate traditional LAN and WAN architectures will ensure a smooth transition from today's computer network infrastructure to ATM-based high-speed technology.
manufacturers of data communication systems in the area of ATM/B-ISDN are evidence of the strategic importance to the industry of this new transmission technology. ATM is increasingly being adopted as the central strategic technology for data communication throughout the industry today.
ATM opens the possibility of designing networks with transmission speeds up to the physical limits. ATM networks with bandwidths approaching the bandwidth of light (30 Terahertz) are imaginable and ATM switches with processing speeds of up to 1 Tbit/s have already been demonstrated in research laboratories. In ATM we may have on our doorstep the ultimate transfer mechanism in data communications.
For data transport ATM uses packets with a fixed length of 53 bytes, the so-called cells. These cells can be processed significantly faster and more efficiently in switching systems than data packets of variable length. Because of the cell structure, a massive parallel architecture of ATM switching systems is possible. Since all cells have the same length, all data units which wait at the input ports of a switch for transportation at a given time, can be routed simultaneously to their destination port.
ATM can handle all of today's data services (telephone, data, videobroadcast and interactive) in an efficient way.
information exchange can be realized for the first time, independent of the type of end system and service (data, video, audio).
ATM is suitable for LANs as well as WANs. ATM is able to handle all existing information services simultaneously
and efficiently.
Since ATM is scalable and therefore available in all speed classes.
AAL TYPE 0:
AAL type 0 denotes an absence of any AAL function, meaning that AALO is not really an AAL type in the true sense of the term. The functions of the applications layer are infact superfluous for any service if the transfer mechanism already based on cells and can therefore be dispensed with.
AAL TYPE 1:
The type 1 adaptation layer is used to transmit applications with constant bit rate via the B-ISDN network. In addition AAL type 1 protocol can transfer structured data in structured form. Lost or erroneous data is not corrected or repeated. As with all other AAL types the type 1 ATM adaptation layers consists of segmentation and reassembles sub layer and convergence of layer.
AAL TYPE 2:
The adaptation layer for type 2 is designed for the transmission of data streams with variable bit rates, there is a time correlation between sender and receiver in the case of AAL type 1. The adaptation layer for AAL type 2 has not yet been specified in detail.
AAL TYPE 5:
The AAL type 5 sub layer amounts to a greatly simplifier implementation of AAL3/4.
Idle cells:
Idle cells allow the cell rate to be adjusted to the transfer medium bandwidth. If there are not enough cells to fill bandwidth provided idle cells are transmitted. This achieves synchronization with the transmission speed of the physical medium. Idle cells are not passed to the ATM layer.
Un-assigned cells:
Unassigned cells are cells that have a VPI or VCI value but a blank data field.
VP/VC cells:
The cells used for communication within virtual channels or paths can be subdivided into six functional groups. Cells for transmission of user data, cells for media signaling, cells for broadband signaling, VC OAM cells SMDS/CBDS cells, ILMI(Interim Local Management Interface Specification) cells.
Switching Elements:
Switching fabrics are made up of small cell-routing units known as switching elements. Even a single switching element can be used as a switching fabric. The switching elements themselves consists of an interconnection
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Matrix structure:
In Switching elements with a matrix structure ,the ATM cells are transported in parallel via a network lattice(crossbar) connecting together the inputs and outputs of the switching element, the transfer of all the cells arriving at the input controllers at a given instant in the switching process is carried out simultaneously and in synchronization with a local clock, the cycle time between two switching instants is known as a slot, if two cells are competing for the same output port at the same instant, a blockage may occur. To avoid the loss of cells through blockages it is necessary to include buffer memory at the input and output ports and at the points where the transmission paths cross.
The matrix Switching element of dimensions N by N will not cause blockages for a randomly distributed load if the speedup factor is equal to N. If K is less than N, there will need to be additional buffer memory available at the input ports to ensure there are no cell losses.
Switching
Elements
Based
on
Time
Division
Multiplexing:
1. Bus Switching elements: In switching elements based on bus topology, the interconnection network is implemented using a 16-bit or 32-bit high speed Bus. To enable the
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Switching Networks
The switching Structure itself is made up of Switching networks , which link up the individual switching elements, give the central importance of the architecture of switching networks to the performance of switching fabrics, numerous research projects have been carried out in this area over recent years ,the aim of all this research was to achieve the highest possible throughput rates
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Self-Routing :
In Self-Routing an additional headerspecific to the element -is added to the front of cells containing coding for the transmission path along which the cell is to be sent .If the Switching network is constructed from n stages, this header will contain n sub-fields giving the path selection at each of the nodes in the switching network .Because of the additional header, the internal processing speed must be increased in proportion o the length of the Self-Routing header is five bytes.
The task of ATM congestion control is to take various measures to minimize the extent and duration of congestion episodes .the traffic control function is designed
to achieve by optimizing the usage of existing network capacity.
Congestion Control:
Traffic shaping. Sending congestion messages to remote station.
IP address Binding In An ATM network as in technologies, ATM assigns to each attached computer a physical address that must used when establishing a virtual circuit .On one hand because an ATM physical address is larger than an IP address. Thus IP cannot use static address binding for ATM networks ATM hardware does not support broadcast. Thus IP cannot use conventional ARP to bind addresses on ATM networks
3.2 SWADHAN
SWADHAN, Indias FIRST Shared Payment Network Service is unsurpassed in offering country wide access to the banking operations at more than 1000 ATMs in and around 64 cities. It has 55 member banks in the network, which includes nationalized, private and foreign banks.
SWADHAN provides convenient banking, 24 hours a day and 7 days a week through the Automated Teller Machines to the participating banks customers across the country. With away from an ATM. The members banks customers can withdraw money anytime from any of the ATM irrespective of the bank with which the customer has an account. It offers services beyond cash withdrawals, like utility bill payment, fund transferred and deposits. SWADHAN widens the scope of ATM usage in the country in a cost effective manner. A member bank of SWADHAN increases its geographical presence without deploying ATMS in all the locations; instead it can share and use ATMs of other banks, thereby saving a substantial amount. Likewise, the customer of the bank is highly benefited by having a nation wide access to the card, without holding multiple accounts in different banks . The average transactions per day in the swadhan network are around 2500. The largest and only shared payment network system (SPNS) in India, SWADHAN is posting a very impressive growth rate since its SWADHAN, the banks customers are never far
inception. In 1997, at the start of the network, the number of ATMs in SWADHAN Networks was only around 2, where as today it is grown close to
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Balance enquiry: Customer can know the ledger balance and available
balance with his account.
Funds transfer: Customer can transfer funds from one account to the
linked account in the same branch.
Cheque book request: Request for a cheque book from ATMs and
their concerned branch will dispatch its such that it reaches the customer within 10 working days.
Payments: This is the latest feature on banks ATMs, its functionality can
be used for payment of bills, donating to temples/ trusts or making airtime recharges for prepaid mobile phones.
The need of sharing ATMs was highlighted by Global Trust Bank president PC Narayan. A shared network will tremendously cut costs within banks, he said,
Furthermore, Mr Narayan said that between the banks who have a shared network, there must be equal winnings for all. Banks must also have an equal platform on the tech front, while the service provider must have a disaster recovery program, he added.
UTI Bank senior VP Hemant Kaul felt that the days of viewing ATM as a propreitory tool was over. Banks must generate revenue from ATMs and for this to happen, a collective effort must be made, he said. Mr Kaul also gave three pointers in ATM cost-cutting. Space can be reduced by installing hole in the world ATMs, security guards who man the ATMs can be cut down, and networking obviously is a big cost-cutter, he advised. Moving on ABN Ambro Bank vice-president Ravishankar Venkataraman, stressed on the need to increase the number of ATMs in the country, while at the same time stating that a networked partnership was a key to growth. He added, Revenues can also be generated by displaying advertisements on the ATM screen or around it, although currently, there is a restriction in that area.
PURCH
97
65.5
97
PUR_BAL
24
16.2
24
66 out of the 100respondents ie.66% of respondents use the card mainly for cash withdrawal. 16% of the respondents use the card for balance inquiry. Out of 100 respondents 22 customers use their ATM card for balance transfer ie.22% of the respondents.
3.6 How much time customer spends waiting in the queue at ATM centre
Time spend in queue
Frequency Less then 5 min 5 to 10 min More than 10 min Total Percent Valid Percent Cumulative Percent 62 97 100
62 35 3 100
62 35 3 100
62 35 3 100
35%
Less then 5 min 62% 5 to 10 min 35% 62% more than 10 min 3%
62 out of 100 respondents ie.62% of respondents spend less than 5minutes in the queue at ATM Centres.35% of respondents spend 5 to 10 minutes in the queue at the ATM centre.
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It can be analyzed that 71% of respondents take less than 5minutes for transaction at ATM centre.25% respondents spend 5 to 10 minutes at ATM centre. Only 4 out 100 respondents ie.4% spend more than 10 minutes for transaction at ATM centre.
Additional Service
1% 17% 36% Cash Deposit 36% Cheque Deposit 28% Bill Payment 18% Phone Banking 17% Others 1% 28%
18%
36% of the respondents recognize the cash deposit service at their ATM centre deposit service at their ATM centre.18% of respondents recognize bill payment and 17% recognize phone banking service at their ATM centre.
From the table and the graph the analysis that can be made are those only 11 respondents that is only 11% of the respondents were highly satisfied with the ATM service. 39% were very satisfied 43% were satisfied while 7% were less satisfied. One should work hard to improve this situation.
6 36 56 1 1 100
6 36 56 1 1 100
From the graph and the table it was evident that largest share of respondents were satisfied with the services of ATM. While people who were highly satisfied
3.9 Do the ATM centers provide the denomination of currency you require Provide the denomination of currency
Frequency Always Sometimes Never Total 37 52 11 100 Percent 37 52 11 100 Valid Percent 37 52 11 100 Cumulative Percent 37 89 100
Provide the denomination of currency 37% of the respondents are satisfied with the denomination of currency provided by the ATM centers; they say they always receive the denomination of currency they want. However 52% of the respondents say they sometimes receives the denomination of currency they want, while 11% of respondents say they never get the denomination of currency they want.
The table and the graph suggest that a whopping 49% respondents say ATM never runs out of cash, while v41% say it sometimes run out of cash compared to that only a meager 10% say it runs out of cash always.
3.11 Express how you feel about ATM centers Express feeling
Frequency Highly Satisfied Satisfied Neutral Unsatisfied Total Percent Valid Percent 29 56 14 1 100 Cumulative Percent 29 85 99 100
29 56 14 1 100
29 56 14 1 100
Express feeling
1% 14% 29% Highly Satisfied 29 % Satisfied 56% Neutral 14% Unsatisfied 1% 56%
Cash Withdrawal
45 40 35 30 25 20 15 10 5 0 Yes No Highly Satisfied Very Satisfied Satisfied Less Satisfied
Out of 22 respondents who use balance inquiry facility are 8 satisfied and are 12 very satisfied with ATM service; however 2 respondents are less satisfied with ATM service.
Balance Transfer
35 30 25 20 15 10 5 0 Yes No Highly Satisfied Very Satisfied Satisfied Less Satisfied
Out of 11 respondents who are highly satisfied with the ATM service of no one uses balance transfer facility. Out of 22 respondents who use balance transfer facility 11 are satisfied with ATM service.
ATM cards provide a convenient way of getting cash, making deposits and transfers, and verifying account balances. It is also easy to tell where you can use the card by simply matching the logos on your ATM card with those displayed on the ATM itself.
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Grocery stores and gas stations were among the first retailers in the United States to install the small number pads, also called PIN pads that you may have noticed at the checkout counter or on the gas pump. It is these devices that make shopping with many ATM cards possible.
4.3 THE LATEST NEWS SHOPPING WHEREVER SOME MAJOR CARD BRANDS ARE ACCEPTED:
Another ATM card service makes ATM cards more useful by greatly expanding the number of retail locations that accept the cards for payment. ATM cards with the logo of one of two of the major card brands MasterCard or Visa- can be used to make purchases anywhere these cards are accepted. Today, these kinds of cards are accepted at some 3 minion places in the United States and 9 million more worldwide. Currently, these are the only two major card brands that offer this service.
YOU CAN ONLY SPEND WHAT YOU HAVE: When you use your
ATM card, whether to withdraw cash or make purchases, you are using your own money that is on deposit at your bank or credit union. Naturally, you can only use as much money as you have available. If you have an overdraft line of credit attached to your account and your purchase with the card exceeds the amount available on deposit, your bank or credit union will charge interest on the amount you borrow from your overdraft
THERE MAY BE DAILY SPENDING & WITHDRAWAL LIMITS: Many banks and credit unions set daily limits on ATM purchases
and cash withdrawals, as a deterrent to the use of stolen or fraudulent cards. Often, these two limits are different and each may vary widely, from a few hundred dollars a day to the entire amount available in your account. You
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RECORD KEEPING REQUIREMENTS: ATM cards make it possible to overdraft your bank accounts so they require that you keep careful record of your spending. With an ATM card it is vital to know what your checking account balance is at all times. The overdraft fees associated with bank accounts are high enough that the consequences of overdrafting even by a small amount are quite serious.
HIDDEN FEES:
Hidden fees seen to be lurking around every corner of the financial world. If you are not using an ATM that is affillated with your bank or credit union then you will likely have to pay a fee. Although many banks strive to have conveniently located ATM machines. Using any ATM machine not associated with your bank can deplete your bank account balance.
EASE OF OVERSPENDING:
While ATM cards make shopping simple by boiling the process down to the simple swipe of a card, they also promote overspending. When you shop with cash you know instantly where you stand financially and how much money remains with a debt or ATM card it becomes difficult to monitor how much is being spent and how much money is left until the dreaded card decline or you are hit with an overdraft charge.
AN
Your ATM cards can be a useful tool in helping you develop good money management habits if you follow these five simple steps: Established a monthly budget. 1. Stick to your spending limits and track your expenses routinely and carefully. 2. Save your sales and ATM receipts and immediate- deduct purchases and other transactions from your chequebook or your account register. Be sure to note any fees. 3. Promptly balance your chequebook against your monthly account statement, which lists all of your purchases and fees. 4. Use your monthly itemized statement as a systematic way to manage your spending habits, and determine whether your budget is realistic.
WHETHER YOU USE YOUR PIN OR SIGN A SALES SLIP, YOURE ASSURED CONFIDENTIALITY:
The only information provided to the store by your bank or credit union when you make a purchase with your ATM card is whether or not the transaction is approved and the amount of the purchase. The store does not have access to your account information, address or telephone number, or any other information that may be printed on your check.
III.
Third, you will usually sign for the purchase instead of punching in your PIN. However, since this is your ATM card, if a store has installed PIN pads to accept your PIN, and it accepts one of the other logos on your card, the store clerk may ask to use your PIN instead of signing.
5.1 HOW TO GET A BASIC ATM CARD & ONE YOU CAN USE TO SHOP IF ITS NOT OFFERED AUTOMATICALLY, YOU CAN ASK ABOUT IT:
Most banks and credit unions across the country offer ATM cards. They are usually connected to a checking or share draft account. When you open an account, you may automatically be given an ATM card. But if you havent been offered a card, you can ask for one.
You may also want to ask about any additional services available on the card. For example, most ATM cards can be used for cash withdrawals and other transactions at ATMs in the United States and around the world. Your bank or credit union may offer with your account the additional service that allows you to see your ATM card to make purchases by using your PIN or signing a receipt.
5.7 YOURE PROTECTED IF YOUR CARD IS LOST OR STOLEN AND IF SOMEONE USES YOUR CARD FRADULENT.
If you report a lost or stolen ATM card within two business days of discovering the loss or theft, and report immediately any unauthorized uses of your ATM card that you find on your monthly statement, your liability is limited by federal regulations to $50. If you do not report the loss or theft within two days, you could be responsible for up to$500. If you suspect that your ATM card has been used fraudulently, you must report it to your bank or credit union within 60 days of receiving the statement on which the questionable activity appears. If you dont act promptly, you could be liable for the full amount that the unauthorized user was able to withdraw.
The most popular technique for analyzing the strategic position of ac ATM business unit and its environment is done by a study of SWOT ANALYSIS. The external environment impact the business by both the opportunities and threat (OT). The internal factor specific to the organization have a mix of both strength and weakness (SW).
The resultant strategies must then be filtered and moulded to form the basis of a realistic strategic plan. SWOT ANALYSIS even through a good tool is extremely subjective and should ideally be used with other analysis like PESTLE to form and select the best available strategy. Ex: SWOT ANALYSIS of ICICI BANK
External
OPPORTUNITIES
1 Growing Market 2 Free market economy 3 Strong currency 4 Favourable demographic
THREATS
Substitute market Trade barriers High cost of fund Mature market
Summary
One of the important services provided by the banks today is of ATM To briefly summarize the process, an automatic teller machine or ATM allows a bank customer to conduct their banking transactions from almost every other ATM machine in the world. In the introductory stages, of the ATM, Don Wetzel invented the first successful and modern ATM in the USA. However he was not the first inventor to create an ATM. In 1939, Luther George Simjian started patenting an earlier and not so successful version of an ATM. The concept of the modern ATM first began in 1968, a working prototype came about in 1969 and Docutel was installed a patent in 1973. The first working ATM was installed in a New York based chemical bank
I have found,
People want the ATM centers to be very close to their houses or place of work.
People want that they should not be made to wait in queues in front of ATM centers.
If possible the banks should improve the software they use and reduce the time required by the customers. ATM centers do not provide additional services like cash deposits, cheques deposits, bill payments, etc, at all its centers, which many people want but they dont get it and leads to their dissatisfaction and wherever it is available it is charged. I have also found in this survey that many of the respondents felt that they were feeling secured using the ATM card, services and this has led to increased satisfaction level of these respondents which is a good sign.
I also found from this survey that the almost 70% people are satisfied with the number and location of the ATM centers. But they still insisted that the number should be increased to give enhanced service and satisfaction to its customers.
Another good finding from this survey was that the ATM centers of bank rarely run out of cash even though it is one of the largest used ATM centers. About 49% of the respondents said that it never runs out of cash.
RECOMMENDATIONS
The findings and the conclusions reveal that there is a lot of changes which can be brought about to improve the perception and satisfaction of the customers towards banks ATM centers.
I recommend that,
Bank should increase the number of ATM centers and at strategic positions.
Software used by the bank should be updated and fast so that people are not made to wait in the queue.
Bank can bring all its services on the ATM machines. Facilities like cash deposit should also start at the ATM centers.
To increase the customer base and the customer satisfaction the ATM facility should be made as secured and safe as possible. ICICI ATM is one of the safest but still there is scope for improvement.
Bibiliography
BOOK REFERENCES
Innovation in banking & insurance Financial services management DIPAK ABHYANKAR NEWSPAPER
TIMES OF INDIA DNA (DAILY NEWS ANALYSIS)
WEBILIOGRAPHY:
1. http://www.icicibank.com 2. http://inventors.about.com 3. http://www.techmall.com 4. http://www.swadhan.com 5. http://www.dhanbank.com 6. http://www.axisbank.com