A

RESEARCH PROJECT REPORT

ON
“CONSUMER PERCEPTION TOWARDS ATM
SERVICES IN SITAPUR ”

Submitted In Partial Fulfillment for the Award of the Degree of

“Master of Business Administration”

2009-2010

SUBMITTED TO

RESEARCH GUIDE- SUBMITTED BY

Mrs. Parul Sahani Chhama Agnihotri
(Lecturer, M.B.A.) M.B.A. 4th SEM.
IET, Resora, Sitapur. ROLL NO. 0822170006

INSTITUTE OF ENGINEERING & TECHNOLOGY

SITAPUR-261001

1
 ACKNOWLEDGEMENT

I feel great pleasure in presenting this research report in the hands of my

mentor. It is really a great opportunity given by him to me. This research work is

combined effort of many hearts, hands and brains.

First of all I would like to thank God who showered his blessing in every

step of this profile and has given me this opportunity to conduct this industrial

profiling.

I am immensely grateful to H.O.D, Dr. Rajni Rastogi, for providing me this

opportunity for bringing out my talent.

Now my grateful thanks to my Mentor and guide Mrs. Rarul Sahani who

helped me a lot and guided me in every step related to this project.

I also want to thank all my teachers, Staff Member and Library members for

their valuable advice and guidance who helped me to complete this project

successfully.

Chhama Agnihotri

M.B.A, I.E.T, Sitapur

2
 DECLARATION

I, Chhama Agnihotri, Student of M.B.A, Final Year, I.E.T, Resoura, Sitapur,

declare that the project on “Consumer preference towards ATM Services in
Sitapur” is the result of my own efforts and it is based on data collected and
guidance given to me.

I have prepared it as a part of my course curriculum. This report is

correct to best of my knowledge and so far has not been published anywhere else.

Chhama Agnihotri

M.B.A, I.E.T, Sitapur

3
 Table of Content

1. Introduction

2. Objective of Research

3. Scope of study

4. Company Profile

5. Research Methodology

6. Data Analysis and Interpretation

7. Findings

8. Conclusion

9. Suggestion

10. Limitation

11. Bibliography

12. Annexure

4
INTRODUCTION

5
 Introduction

“Whatever the mind of man can conceives and believe, the mind can achieve”

Man is a complex mix of elements and ever new invention motivates him to achieve

something new. There was a time when human race struggled for food lived in caves and then

slowly, gradually and eventually with his strong desire, dedication and determination he moved

on to invention of wheel, two wheelers, four wheelers, computer, laptop, economy, currency and

unending list of elements.

As the development continues with accelerated momentum he felt a strong need of

something which could add him in enhancing what he had with something what was in

possession of someone else and thus Money and Economy were born.

But this was sheer beginning. Slowly men felt need of a institution which can safely keep

the wages of man, can provide him money over some obligation (interest) when he was in dire

need and thus it was conception of the institution called “Banks”.

At the time of its conception the primary purpose of a bank was provide loan to trading

companies; and the name bank derived from Italian word banco naming “desk / branch” used

during renaissance by Florentine Bankers who used to make their transaction above desk covered

by green table cloth.

“Change is a part of Life”.

6
 It is apt to say that with the increasing facilities man craves more and it is this craving of

his which introduces various changes in the “modus operandi” of various activities. Thus with

the passage of time, the function of bank penetrated to individual.

Bank today cover various financial and commercial activities which includes :-

• Issue of promissory notes.

• Processing of payment by way of telegraphic transfer.

• Issuing bank drafts and cheques

• Accepting money on term deposit.

• Lending money by way of overdraft, installments, loan or otherwise.

• Safe keeping of documents and other items in a safe deposit box.

• Currency exchange.

• Sales, distribution or brokerage with or without advice, of insurance, unit trusts and

similar financial products.

As service of bank expanded, bank started using various methods which can aid in managing

all the functions of bank and thus banks introduced, various physical evidence like cheques, bank

drafts and ATMs, Credit cards etc.

An ATM [Automated Teller Machine] is a technological version of traditional bank teller

who used to disperse cash and other facilities over bank counter. However bank teller was

available only during bank working hours, the ATM are 24 X 7, at disposal of customers.

7
 Thus ATM is computerized telecom device that provide a customer of a financial transaction

in a public place without the need of human desk [bank teller].

However ATM are invention of 20th Century when in 27th June 1967, Barclay Bankers

installed first electronic ATM in Enfield town in North London.

I India SBI was first Bank to introduce ATM Service in 1996. PNB, the second largest

government owned commercial bank in India with about 4500 branches across 764 cities and

serving over 37 million customers to introduce this service soon after SBI.

Thus the ATM Service slowly become common to various bank in India too. Today almost

all the bank issue a free of cost ATM to all the customers of all their branch that are internet

worked through core banking system.

Hence, it is an endeavor to draw a comparative study between the pre issuance and post

issuance ATM Service of the major government owned banking Titans.

SBI

&

PNB

8
OBJECTIVES OF THE

RESEARCH

9
 Objectives of the Project

• Whether the customer is satisfied with ATM facility?

• If yes to what extent, if no what are the shortcomings.

• What are the shortcomings, which need attention?

• To draw Comparison between the Satisfaction of Customers from ATM

services of SBI and PNB

10
 Scope OF

THE STUDY

11
 Scope of the study

It is aimed to study the Customer Preference towards ATM Services of

Punjab National Bank and State Bank of India . The project is analyzed the

demographic, psychographic and preference characteristics of the customers in

using ATM. It includes the detailed study of customers focusing on the various

parameters that lead to identifying and understanding the perception of the

customer and behaviour regarding services offered by SBI and PNB. SBI and

PNB, both are public sector bank and enjoy the loyalty of customers due to their

work quality and long era of services. So it becomes important to reveal a correct

diagram and impact of the ATM services provided by it maintaining their dignity

and position

12
COMPANY PROFILE

13
 ABOUT SBI

The Bank is actively involved since 1973 in non-profit activity called Community Services

Banking. All our branches and administrative offices throughout the country sponsor and

participate in large number of welfare activities and social causes. Our business is more than

banking because we touch the lives of people anywhere in many ways.

BOARD OF DIRECTORS

(As on 13th January 2010)

Sr. No. Name of Director

Shri O.P. Bhatt
1.
Chairman
Shri S.K. Bhattacharyya
2.
MD & CC&RO
Shri R. Sridharan
3.
MD & GE(A&S)
4. Dr. Ashok Jhunjhunwala
5. Shri Dileep C. Choksi
6. Shri S. Venkatachalam
7. Shri. D. Sundaram
8. Dr. Deva Nand Balodhi
9. Prof. Mohd. Salahuddin Ansari
10. Dr.(Mrs.) Vasantha Bharucha
11. Dr. Rajiv Kumar
12. Shri Arun Ramanathan
13. Smt. Shyamala Gopinath
TRANSFORMATION JOURNEY IN STATE BANK OF INDIA

14
The State Bank of India, the country’s oldest Bank and a premier in terms of balance sheet size,

number of branches, market capitalization and profits is today going through a momentous phase

of Change and Transformation – the two hundred year old Public sector behemoth is today

stirring out of its Public Sector legacy and moving with an agility to give the Private and Foreign

Banks a run for their money.

The bank is entering into many new businesses with strategic tie ups – Pension Funds, General

Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale Merchant

Acquisition, Advisory Services, structured products etc – each one of these initiatives having a

huge potential for growth.

The Bank is forging ahead with cutting edge technology and innovative new banking models, to

expand its Rural Banking base, looking at the vast untapped potential in the hinterland and

proposes to cover 100,000 villages in the next two years.

It is also focusing at the top end of the market, on whole sale banking capabilities to provide

India’s growing mid / large Corporate with a complete array of products and services. It is

consolidating its global treasury operations and entering into structured products and derivative

instruments. Today, the Bank is the largest provider of infrastructure debt and the largest

arranger of external commercial borrowings in the country. It is the only Indian bank to feature

in the Fortune 500 list.

The Bank is changing outdated front and back end processes to modern customer friendly

processes to help improve the total customer experience. With about 8500 of its own 10000

branches and another 5100 branches of its Associate Banks already networked, today it offers the

largest banking network to the Indian customer. The Bank is also in the process of providing

15
complete payment solution to its clientele with its over 8500 ATMs, and other electronic

channels such as Internet banking, debit cards, mobile banking, etc.

With four national level Apex Training Colleges and 54 learning Centres spread all over the

country the Bank is continuously engaged in skill enhancement of its employees. Some of the

training programes are attended by bankers from banks in other countries.

The bank is also looking at opportunities to grow in size in India as well as Internationally. It

presently has 82 foreign offices in 32 countries across the globe. It has also 7 Subsidiaries in

India – SBI Capital Markets, SBICAP Securities, SBI DFHI, SBI Factors, SBI Life and SBI

Cards - forming a formidable group in the Indian Banking scenario. It is in the process of raising

capital for its growth and also consolidating its various holdings.

Throughout all this change, the Bank is also attempting to change old mindsets, attitudes and

take all employees together on this exciting road to Transformation. In a recently concluded

mass internal communication programme termed ‘Parivartan’ the Bank rolled out over 3300 two

day workshops across the country and covered over 130,000 employees in a period of 100 days

using about 400 Trainers, to drive home the message of Change and inclusiveness. The

workshops fired the imagination of the employees with some other banks in India as well as

other Public Sector Organizations seeking to emulate the programme.

16
 EVOLUTION OF SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth century

with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the

bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique

institution, it was the first joint-stock bank of British India sponsored by the Government of

Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed

the Bank of Bengal. These three banks remained at the apex of modern banking in India till their

amalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as a

result of the compulsions of imperial finance or by the felt needs of local European commerce

and were not imposed from outside in an arbitrary manner to modernise India's economy. Their

evolution was, however, shaped by ideas culled from similar developments in Europe and

England, and was influenced by changes occurring in the structure of both the local trading

environment and those in the relations of the Indian economy to the economy of Europe and the

global economic framework.

Bank of Bengal H.O.

17
Establishment
The establishment of the Bank of Bengal marked the advent of limited liability, joint-stock

banking in India. So was the associated innovation in banking, viz. the decision to allow the

Bank of Bengal to issue notes, which would be accepted for payment of public revenues within a

restricted geographical area. This right of note issue was very valuable not only for the Bank of

Bengal but also its two siblings, the Banks of Bombay and Madras. It meant an accretion to the

capital of the banks, a capital on which the proprietors did not have to pay any interest. The

concept of deposit banking was also an innovation because the practice of accepting money for

safekeeping (and in some cases, even investment on behalf of the clients) by the indigenous

bankers had not spread as a general habit in most parts of India. But, for a long time, and

especially upto the time that the three presidency banks had a right of note issue, bank notes and

government balances made up the bulk of the investible resources of the banks.

The three banks were governed by royal charters, which were revised from time to time. Each

charter provided for a share capital, four-fifth of which were privately subscribed and the rest

owned by the provincial government. The members of the board of directors, which managed the

affairs of each bank, were mostly proprietary directors representing the large European managing

agency houses in India.

Group Photogaph of Central Board (1921)

18
Business
The business of the banks was initially confined to discounting of bills of exchange or other

negotiable private securities, keeping cash accounts and receiving deposits and issuing and

circulating cash notes. Loans were restricted to Rs.one lakh and the period of accommodation

confined to three months only. The security for such loans was public securities, commonly

called Company's Paper, bullion, treasure, plate, jewels, or goods 'not of a perishable nature' and

no interest could be charged beyond a rate of twelve per cent. Loans against goods like opium,

indigo, salt woollens, cotton, cotton piece goods, mule twist and silk goods were also granted but

such finance by way of cash credits gained momentum only from the third decade of the

nineteenth century. All commodities, including tea, sugar and jute, which began to be financed

later, were either pledged or hypothecated to the bank. Demand promissory notes were signed by

the borrower in favour of the guarantor, which was in turn endorsed to the bank. Lending against

shares of the banks or on the mortgage of houses, land or other real property was, however,

forbidden.

Indians were the principal borrowers against deposit of Company's paper, while the business of

discounts on private as well as salary bills was almost the exclusive monopoly of individuals

Europeans and their partnership firms. But the main function of the three banks, as far as the

government was concerned, was to help the latter raise loans from time to time and also provide

a degree of stability to the prices of government securities.

19
Major change in the conditions

A major change in the conditions of operation of the Banks of Bengal, Bombay and Madras

occurred after 1860. With the passing of the Paper Currency Act of 1861, the right of note issue

of the presidency banks was abolished and the Government of India assumed from 1 March 1862

the sole power of issuing paper currency within British India. The task of management and

circulation of the new currency notes was conferred on the presidency banks and the

Government undertook to transfer the Treasury balances to the banks at places where the banks

would open branches. None of the three banks had till then any branches (except the sole attempt

and that too a short-lived one by the Bank of Bengal at Mirzapore in 1839) although the charters

had given them such authority. But as soon as the three presidency bands were assured of the

free use of government Treasury balances at places where they would open branches, they

embarked on branch expansion at a rapid pace. By 1876, the branches, agencies and sub agencies

of the three presidency banks covered most of the major parts and many of the inland trade

centres in India. While the Bank of Bengal had eighteen branches including its head office,

seasonal branches and sub agencies, the Banks of Bombay and Madras had fifteen each.

Bank of Madras Note Dated 1861 for Rs.10

20
 SBI's Retail Banking

State Bank of India offers a wide range of services in the Personal Banking Segment which are

indexed here.

SBI Term Deposits SBI Loan For Pensioners

SBI Recurring Deposits Loan Against Mortgage Of Property

SBI Housing Loan Loan Against Shares & Debentures

SBI Car Loan Rent Plus Scheme

SBI Educational Loan Medi-Plus Scheme

SBI Personal Loan Rates Of Interest

DEPOSIT SCHEMES

All branches, are fully computerised, and realise the advantage of our vast network. Place funds

in Multi Option Deposit Scheme, a term deposit which is not fixed at all and comes with a

unique break-up facility which provides you full liquidity as well as benefits of higher rates of

returns, through your savings bank account. Alternately, keep that deposit intact by availing an

overdraft facility, to meet your occasional temporary funds requirements.

PERSONAL FINANCE

21
State Bank of India has a variety of schemes under Personal Finance to satisfy varying needs of

the banking public. The Bank offers the following schemes with attractive rates of interest:

• Loan For ESOPS

* Housing Loan

* Easy Travel Loan

* Car Loan

* Educational Loan

* Personal Loan

* Property Loan

* Loan to Pensioners

* Loan Against Shares/Debentures

* Festival Loans

* Medi-Plus Scheme

* Teachers-Plus Scheme

* Sainik-Plus Scheme

* Tribal-Plus Scheme

* EMI Calculator

* Credit Khazana

SERVICES

22
State Bank of India offers a wide range of services in the Personal Banking Segment which are

indexed here. Click on each of them to access the details.

• eZ-trade@sbi

• SBI VISHWA YATRA FOREIGN TRAVEL CARD

• ATM SERVICES

• GIFT CARDS

• GIFT CHEQUES

• INTERNET BANKING

• FOREIGN INWARD REMITTANCE

• LOCKER

ATM SERVICES

23
STATE BANK NETWORKED ATM SERVICES

State Bank offers you the convenience of over 8000 ATMs in India, the largest network in the

country and continuing to expand fast! This means that you can transact free of cost at the ATMs

of State Bank Group (This includes the ATMs of State Bank of India as well as the Associate

Banks – namely, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of

Indore, State Bank of Mysore, State Bank of Patiala, State Bank of Saurashtra, and State Bank of

Travancore) and wholly owned subsidiary viz. SBI Commercial and International Bank Ltd.,

using the State Bank ATM-cum-Debit (Cash Plus) card.

KINDS OF CARDS ACCEPTED AT STATE BANK ATMs

Besides State Bank ATM-Cum-Debit Card and State Bank International ATM-Cum-Debit Cards

following cards are also accepted at State Bank ATMs: -

1) State Bank Credit Card

2) ATM Cards issued by Banks under bilateral sharing viz. Andhra Bank, Axis Bank,Bank of

India, The Bank of Rajasthan Ltd., Canara Bank, Corporation Bank, Dena Bank, HDFC Bank,

Indian Bank, Indus Ind Bank, Punjab National Bank, UCO Bank and Union Bank of India.

3) Cards issued by banks (other than banks under bilateral sharing) displaying Maestro, Master

Card, Cirrus, VISA and VISA Electron logos

4) All Debit/ Credit Cards issued by any bank outside India displaying Maestro, Master Card,

Cirrus, VISA and VISA Electron logos

24
Note: If you are a cardholder of bank other than State Bank Group, kindly contact your Bank for

the charges recoverable for usage of State Bank ATMs.

State Bank ATM-cum-Debit (State Bank Cash plus) Card:

India’s largest bank is proud to offer you unparalleled convenience viz. State Bank ATM-cum-

Debit(Cash Plus) card. With this card, there is no need to carry cash in your wallet. You can now

withdraw cash and make purchases anytime you wish to with your ATM-cum-Debit Card.

Features:

Withdraw cash from over 8000 ATMs of our group FREE and about 16000 ATMs of other

banks under bilateral sharing viz. Andhra Bank,Axis Bank, Bank of India, The Bank of

Rajasthan Ltd. Canara Bank, Corporation Bank, Dena Bank, HDFC Bank, Indian Bank, IndusInd

Bank, Punjab National Bank, UCO Bank and Union Bank of India apart from ATMs displaying

Master Card/ Maestro/Cirrus logo for a nominal fee as under: -

Transaction ATMs of Other banks under

Sharing Maestro/ Master
network banks Card/ Cirrus
network
Cash Rs. 25/- * Rs. 50/-*
Withdrawal
Balance Rs. 12/-* Rs. 12/-*
Inquiry

Make payments for purchases by using the debit card at more than 2,39,000 shops, restaurants,

shopping malls, hotels, petrol pumps and many other outlets which display Maestro logo.

25
Recharge pre-paid mobile phones of Vodafone, IDEA and BPL without any charges at any State

Bank ATM.

Recharge pre-paid mobile phones of AIRTEL of 11 Circles viz. Mumbai, Delhi, Gujarat, M.P.,

U.P. (East), U.P. (West), Karnataka, Kerala, Andhra Pradesh, Tamilnadu, and Chennai, through

ATM/ SMS anywhere in India.

Recharge mobile phones of AIRTEL, Vodafone, IDEA and BPL without any charges at all

ATMs as well as by sending SMS (after registration at State Bank ATM).The text of SMS will

be as under: -

Service SMS Text Send SMS to

Provider
Airtel RC (AMOUNT) PIN 535
BPL RC SBI (AMOUNT) 140
PIN
Vodafone RC SBI (AMOUNT) 147
PIN
IDEA RC SBI (AMOUNT) 575
PIN

• Pay MTNL, Mumbai bills through State Bank ATMs

• Payment of SBI Credit Card bills

• Payment of SBI Life insurance premium

• Pay fees of select colleges

• Donate to Temple Trusts: - (a) Vaishno Devi (b) Shirdi Saibaba (c) Gurudwara Takht

Saheb, Nanded (d) Tirupati and (e) Sri Jagannath Temple, Puri

Transaction Limits:

26
Daily limit of Rs 25,000/- at the ATM

Daily limit of Rs 50,000/- at Point of Sale (POS) terminal for debit transactions

Combined daily limit of Rs 75,000/-

Fees:

There is no joining fee for State Bank ATM-cum-Debit (Cash Plus) card. Annual maintenance

fee of Rs. 50/- p.a. will be recovered from the second year of issue.

Apply for your card

If you already have a Savings Bank or Current Account with us, apply for State Bank ATM-

cum-Debit (Cash Plus) card at your branch.

State Bank Cash Plus International Card:

This is an International ATM-cum-Debit Card with which you can enjoy shopping atover

2,64,000 establishments in India and over 10.5 Million establishments worldwide displaying

Maestro logo, wherein the amount you spend on your card is automatically debited to your

account. Withdraw cash from over 8000 ATMs of our group FREE and over 16000 ATMs of

other banks under bilateral sharing viz. Andhra Bank,Axis Bank, Bank of India, The Bank of

Rajasthan Ltd. Canara Bank, Corporation Bank, Dena Bank, HDFC Bank, Indian Bank, IndusInd

Bank, Punjab National Bank, UCO Bank and Union Bank of India apart from ATMs displaying

Master Card/ Maestro / Cirrus logo in India and more than 8,20,000 ATMs across the globe for a

nominal fee.In India, it would function as the State Bank ATM-cum-Debit (Cash Plus) card.

27
WITHDRAWAL LIMIT: -

i) Cash Withdrawals (per day) :

India Abroad

Minimum Rs. 100 Depends on the Bank whose

ATM is being used

Maximum Rs. 45000 US$1000 or equivalent

ii) Transaction at POS (per day) :

India Abroad

Maximum Rs. 1,00,000 US$1000 or equivalent

Maximum permitted aggregate utilization in a day is Rs. 145000 in India and equivalent to US$

2000 abroad (subject to compliance with the RBI and Exchange Control/ FEMA Regulations)

TRANSACTION COSTS: -

28
The Card holder's account is liable to be debited with the following fees, if the transaction is made at an ATM

owned by bank other than SBI and its Associates: -

Type of Transactions at Transactions at Transactions at

transaction ATMs of Banks under ATMs of other Banks ATMs under Maestro

arrangements for under Maestro / /

Bilateral Sharing of Master Card/ Cirrus

Master Card/ Cirrus
ATM Network network (In India)
network (Abroad)

(A) (B) (C)

Cash Withdrawal Rs. 25/- * Rs. 50/- * Rs. 150/- *

Balance Inquiry Rs. 12/- * Rs. 12/- * Rs.15/- *

Fees :

The State Bank Cash Plus International Card is available for one time joining fee of Rs 200/-.

Annual maintenance fee of Rs. 50/- p.a. will be recovered from the second year of issue.

STATE BANK INTERNATIONAL ATM-CUM-DEBIT CARD

29
Eligibility:

All Saving Bank and Current Account holders having accounts with networked branches and are:

• 18 years of age & above

• Account type: Sole or Joint with “Either or Survivor” / “Anyone or Survivor”

• NRE account holders are also eligible but NRO account holders are not.

Benefits:

• Convenience to the customers traveling overseas

• Can be used as Domestic ATM-cum-Debit Card

• Available at a nominal joining fee of Rs. 200/-

• Daily limit of US $ 1000 or equivalent at the ATM and US $ 1000 or equivalent at Point

of Sale (POS) terminal for debit transaction

• Purchase Protection*up to Rs. 5000/- and Personal Accident cover*up to Rs. 2,00,000/-

• Charges for usage abroad: Rs. 150+ Service Tax per cash withdrawal Rs. 15 + Service

Tax per enquiry.

Acceptability:

Card can be used at:

• More than 8,20,000 ATMs and 7 million POS, worldwide, displaying Cirrus logo

• All State Bank Group and tie-up banks’ ATMs, and ATMs & POS in India displaying

Master Card/ Maestro / Cirrus logo

30
31
COMPANY PROFILE

PUNJAB NATIONAL BANK

32
PROFILE

33
With over 37 million satisfied customers and over 4589 offices, PNB has continued to retain its

leadership position among the nationalized banks. The bank enjoys strong fundamentals, large

franchise value and good brand image. Besides being ranked as one of India's top service brands,

PNB has remained fully committed to its guiding principles of sound and prudent banking. Apart

from offering banking products, the bank has also entered the credit card & debit card business;

bullion business; insurance business; Gold coins & asset management business, etc.

Since its humble beginning in 1895 with the distinction of being the first Indian bank to have

been started with Indian capital, PNB has achieved significant growth in business which at the

end of March 2008 amounted to Rs 2,85959 crore. Today, with assets of more than Rs 1,99,000

crore, PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has

the 2nd largest network of branches (4589 including 322 extension counters).During the FY

2007-08, with 43% share of low cost deposits, the bank achieved a net profit of Rs 2,049 crore,

maintaining its number ONE position amongst its peers. The bank’s Return on Assets at 1.15%

was also the highest. During the FY 2007-08,its’ ratio of priority sector credit to net bank credit

at 44.11% & agriculture credit to net bank credit at 18.94% was also higher than the respective

national goals of 40% & 18%.

PNB has always looked at technology as a key facilitator to provide better customer service and

ensured that its ‘IT strategy’ follows the ‘Business strategy’ so as to arrive at “Best Fit”. The

bank has made rapid strides in this direction and achieved 100% branch computerisation. A

pioneering effort of the bank in the use of IT is the implementation of Core Banking Solution

(CBS) which facilitates “any time, any where” banking. PNB has implemented CBS in 3503

service outlets at around centers to facilitate "anytime, anywhere" banking to its clients. The

34
bank has also been offering Internet banking services to the customers of CBS branches like

booking of tickets, payment of bills of utilities, purchase of airline tickets etc.

Towards developing a cost effective alternative channels of delivery, the bank has installed more

than 1516 ATMs and entered into ATM sharing arrangement with other banks & IDRBT,

making available a pool of additional 21,500 ATMs throughout the country to its customers.

Backed by strong domestic performance, the bank is planning to realize its global aspirations. In

order to increase its international presence, the bank has already set up representative offices at

Almaty (Kazakhstan), Dubai (UAE) & Shanghai (China) ; a branch at Kabul (Afghanistan) and a

subsidiary at London (UK) and a branch at Hongkong. Work on assessing potential at other

international centers is progressing. The bank also has a joint venture with Everest Bank Ltd.

(EBL), Nepal, with 20 per cent equity participation. With PNB’s management, EBL has become

one of the leading banks in Nepal. As a tribute to its consistent business growth, improved assets

& attractive returns to shareholders in the joint venture, PNB has won ‘Bank of the Year’ Award

in Nepal (2006) by ‘The Banker’, a publication of the London based Financial Times.

Amongst Top 1000 Banks in the World, ‘The Banker’ listed PNB at 255th place. Further the

leading international Credit Rating index provider, Standard & Poor’s (2006) listed PNB,

amongst the 300 World companies & 7 Indian companies, which are expected to emerge as

challengers to the world’s leading blue chip companies.

Financial Performance:

Punjab National Bank continues to maintain its frontline position in the Indian banking industry.

In particular, the bank has retained its NUMBER ONE position among the nationalized banks in

35
terms of number of branches, operating and net profit in the year 2006-07. The performance

highlights of the bank in terms of business and profit are shown below:

(Rs Crore)

Parameters March 05 March 06 March 07 CAGR (%)

Gross Profit 2404 2917 3231 15.91

Net Profit 1410 1439 1540 4.50

Deposits 103167 119685 139860 16.43

Advances 60413 74627 96597 26.45

Business 163580 194312 236457 20.23

Awards

36
 Awards & Achievements of Punjab

National Bank in Recent Times

at the IDRBT Banking Technology awards

"Best IT Team of the Year
for the year 2005-06.
Award"
for Change Management for the year 2005-
SKOTCH Challenger Award
06
Best IT User in Banking &
by NASSCOM in partnership with
Financial Services Industry -
Economic Times
2004
for Excellence in Corporate Governance -
Golden Peacock Award
2005 by Institute of Directors
FICCI's Rural Development
for Excellence in Rural Development - 2005
Award
Skotch Challenger Award for for becoming a pioneer in Public Banks -

Exemplary use of Technology 2005

Golden Peacock National
by Institute of Directors
Training - 2004 & 2005
National Award for Excellence Ranked 2nd for 4 consecutive years - 2002,

in SSI Lending 2003, 2004 & 2005

Banking Technology Awards Jointly Adjudged by IBA, Finacle & TFCI

2004

37
Runner up in 'Best IT Team of

the Year Award 2005'

Money Outlook Award - 2004

Runner up in 'Best Bank (public

Sector) of the year Award'

-2005
for excellence in export perforamnce for 3

consecutive years 2001, 2002 & 2003

Niryat Bandhu Gold Trophy
by Federation of Indian Exporters

Organization (FIEO)
21st Amongst Top 500 by the leading Financial Daily The

Companies Economic Times, June 2005

9th amongst India's Top 50 A.C Nielson Survey, The Economic Times

Most Trusted Service Brands Dec 2004

3rd Rank amongst Banking

Sector in India The Bankers' Almanac, January 2006

323rd Rank in the World

368 amongst Top 1000 Global
The Banker, London July 2005
Banks

38
 Debit Card

PNB INTRODUCES ADD-ON DEBIT CARD :-

Share the convenience of PNB Debit card with your loved ones .Simply gift them add-on card .

PNB Customers of CBS branches can get two add-on cards alongwith his own Debit card for

free.The person you are gifting the card to does not necessarily has to be an account holder with

PNB.

The add-on card can be issued in the name of spouse, dependent parents,and dependent children

not below 18 years.The add-on cardholders like the main cardholder will also be covered for

accidental death insurance of Rs. 1 lac subject to certain terms and conditions. The tranasactions

done by add-on cardholders will automatically get debited to the account of the primary

cardholder who shall be responsible for all the transactions made by Add On card holder/s.

Issuance of Debit Card from Call centre :-

"CBS branches customers of our Bank may also get PNB Debit Card simply by contacting our

All India Call Center over phone at the following no's :-

1800 180 2222 Toll free 0124-2340000 Accessible from mobile also.

39
 ATM Sharing Arrangements

PNB Debit Card is purely an on-line product. It is ATM-cum-Debit card having “Maestro”

branding which is sub-brand of MasterCard International. PNB Debit Card bears ‘Maestro’ logo

on the front and ‘Cirrus’ logo (for ATM usage) on the back. Debit Cards can be used to

withdraw cash through ATMs as well as used by the customers at over 45000 merchant

establishments accepting Maestro Debit Card for shopping purposes. It is thus an ATM-cum-

Shopping Card.

Personal Identification Number (PIN) is the key security feature of the Debit Card. It is a four

digit numerical number.

A few aspects of Bank’s Debit Card are highlighted as under:

• Valid in all Maestro and Cirrus Acceptance Marks.

• Acceptance in India at over 32,000 “Maestro” Merchant locations and over 4200

MasterCard ATM’s across 70 cities.

• Wide acceptance at both Merchant Locations (including Utility bill payment) and ATM

locations across India

• A PIN (Personal Identification Number) based magnetic Stripe Card which provides the

safety and security to customers, while accessing their funds with the bank

• PIN can be changed at all PNB networked ATMs

• Initially available to account holders of CBS branches that are networked

40
 • It is offered absolutely FREE

• No pre-set limit on the card. Limit is equal to the available funds in the customers’

account. Initially Rs.15,000 cash withdrawals and Rs.25,000 by way of point of sale

(POS) transactions per day are permitted

• Card validity - Till the customer holds the account

• Bank has tied up with Reputed Corporate and Local Merchants to provide discounts on

usage of card for payment through Debit Card. Corporate from the entire spear are

covered, to quote few are like Escorts, Max Health Care, Apollo, Travel Gin, Cox and

Kings, Holyday INN, Hans, Park. A list of tie-ups is available

All POS transactions (shopping transactions) are also free

PNB Debit Card is an International card. It can be used all over the world on ATMs displaying

Cirrus Logo and merchant establishments displaying Maestro logo.

The charges for International transactions are as follows:

Cash Withdrawal - Rs. 150/- per transaction

Balance Enquiry- Rs. 15/- per transaction

ATM Sharing Arrangements

MITR Shared ATM Network:

The list of members under this arrangement:

1. Oriental Bank of Commerce

41
2. Indian Bank

3. Karur Vysya Bank Ltd.

4. IndusInd Bank

5. UCO Bank

Charges applicable:

Cash Withdrawal - Rs. 17/- per transaction

Balance Enquiry- Rs. 5/- per transaction

Revised charges applicable to Debit Card w.e.f. 01.02.2008

NFS ATM Sharing Arrangement:

The list of member banks under this arrangement:

1. Allahabad Bank

2. Andhra Bank

3. Bank of Baroda

4. Citi Union Bank

5. Corporation Bank

6. Dena Bank

7. Development Credit Bank

8. ICICI Bank

9. IDBI Bank

10. Oriental Bank of Commerce

42
11. Tamilnadu Merchantile Bank

12 .The Dhanalakshmi Bank

13. The Jammu & Kashmir Bank

14. The Karnataka Bank

15. The Karur Vysya Bank

16. The South Indian Bank

17. The United Western Bank

18. YES Bank

Charges applicable:

Cash Withdrawal - Rs. 24/- per transaction

Balance Enquiry- Rs. 12/- per transaction

PNB~SBI Bilateral ATM Sharing arrangement:

Charges applicable:

Cash Withdrawal - Rs. 22/- per transaction

Balance Enquiry- Rs. 10/- per transaction

43
PNB-EBL (Everest Bank Ltd) ATM Sharing Arrangement:

PNB will charge Indian Rupees 50.00 only for cash withdrawal and Rs. 15.00 for Balance

Enquiry from our customers for making ATM transactions in EBL's ATMs in Nepal.

Branches eligible to issue Debit Cards:

Initially Debit Cards are issued to the customers of CBS branches only. All the CBS branches are

eligible to issue Debit Cards to their customers

Who is eligible for PNB Debit Card:

All existing customers who are maintaining minimum balance and who regularly operate their

account shall be eligible for the issuance of Debit Card. New customers who open their accounts

after introduction of the Debit Card shall also be eligible for the issue of Debit Cards at the time

of opening the account itself.

Existing ATM Cardholders who have done at least one transaction during the immediately

proceeding quarter.

Debit Card facility shall be extended to the individual customers only, having Savings Bank

Account and Current Account. Debit cards shall also be issued to individual customers having

overdraft facility, which is in the nature of a personal loan. This shall mean and include personal

loans extended to individual customers in the form of a regular overdraft limit such as clean

overdraft facility or overdraft facility against FD/NSCs/LICs etc. where operations through

cheques are permitted.

44
Debit Card can be issued in Joint Accounts with “Either or Survivor”/”Former or Survivor”

mandate. In “Either or Survivor” accounts cards can be issued to both the account holders

whereas in “Former or Survivor” accounts card can be issued only to the Former. In joint

Accounts where account has to be jointly operated Debit Card shall not be issued unless mandate

for operation of account is changed to “Either or Survivor” or “Former or Survivor” basis.

45
 RESERCH

METHODOLOGY

46
 RESEARCH METHODOLOGY

Research can be defined as a systemized effort to gain new knowledge. A research is

carried out by different methodologies which have their own pros and cons. Research

methodology is a way to solve research in study and solving research problems along with logic

behind them are defined through research methodology. Thus while talking about research

methodologies we are not only talking of research methods but also consider the logic behind the

methods. We are in context of our research studies and explain why it is being used a particular

method or technique and why the others are not used. So that research result is capable of being

evaluated either by researcher himself or by others.

ASSUMPTIONS:

1. It has been assumed that sample of hundred represents the whole population

2. The information given by the customer is unbiased

LITERATURE SURVEY:

The project is based on pure findings of facts

COLLECTION OF DATA:

This research is solely based on primary research done by means of questionnaires targeted

to respondents who primarily belong to the business and service sector. The sample size is 100.

Survey has been conducted in Sitapur Region.

47
 a. Sampling Methods: A sample is the representative of the populations which will predict

the behaviors of the whole universe

b. The sampling size put under 2 categories: Probability Sampling and Non Probability

Sampling.

EXECUTION OF PROJECT

It is very essential in the research process to know the accuracy of the finding’s which depends

on how systematically the study has been carried out so that it can make sense.

We have executed the project after prior discussion with our guide and structured in the

following steps:

a. Preparation of a questionnaire

b. The focal point of the designing the questionnaire was to comprehend the current

investment scenario

c. This questionnaire was primarily aimed to respondents who belong to the service and

business class people

d. The questionnaires were discussed through personal interface with the respondents

48
Research Design

Exploratory

Information pertaining to ATM usage in Sitapur will be collected from various banks.

Concerned persons at various banks will be interviewed.

Information will also be collected from customers using ATM facility and their attitude towards

the same will be studied.

Questionnaire

A questionnaire will be administered to the current ATM users of various banks in Sitapur,

personally by the research team. The questionnaire will contain not more than 20 questions.

Personal data of the respondents will be collected through additional questions at the end of the

questionnaire.

SAMPLING PLAN

Relevant Population

People using SBI and PNB Banks ATM cards in Sitapur City.

Sample Size

Sample of 100 will be taken from Sitapur City

49
 METHODOLOGY OF STUDY:

Research can be defined as a systemized effort to gain new knowledge. A research is carried out by

different methodologies which have their own pros and cons. Research methodology is a way to solve

research in study and solving research problems along with logic behind them are defined through

research methodology. Thus while talking about research methodologies we are not only talking of

research methods but also consider the logic behind the methods. We are in context of our research

studies and explain why it is being used a particular method or technique and why the others are not used.

So that research result is capable of being evaluated either by researcher himself or by others.

ASSUMPTIONS:

3. It has been assumed that sample of hundred represents the whole population

4. The information given by the customer is unbiased

LITERATURE SURVEY:

The project is based on pure findings of facts

COLLECTION OF DATA:

This research is solely based on primary research done by means of questionnaires targeted to

respondents who primarily belong to the business and service sector. The sample size is 100. Survey has

been conducted in Sitapur Region.

c. Sampling Methods: A sample is the representative of the populations which will predict the

behaviors of the whole universe

d. The sampling size put under 2 categories: Probability Sampling and Non Probability Sampling.

50
EXECUTION OF PROJECT

It is very essential in the research process to know the accuracy of the finding’s which depends on how

systematically the study has been carried out so that it can make sense.

We have executed the project after prior discussion with our guide and structured in the following steps:

e. Preparation of a questionnaire

f. The focal point of the designing the questionnaire was to comprehend the current investment

scenario

g. This questionnaire was primarily aimed to respondents who belong to the service and business

class people

h. The questionnaires were discussed through personal interface with the respondents

51
Research Design

Exploratory

Information pertaining to ATM usage in Sitapur will be collected from various banks. Concerned persons

at various banks will be interviewed.

Information will also be collected from customers using ATM facility and their attitude towards the same

will be studied.

Questionnaire

A questionnaire will be administered to the current ATM users of various banks in Sitapur, personally by

the research team. The questionnaire will contain not more than 20 questions. Personal data of the

respondents will be collected through additional questions at the end of the questionnaire.

SAMPLING PLAN

Relevant Population

People using SBI and PNB Banks ATM cards in Sitapur City.

Sample Size

Sample of 100 will be taken from Sitapur City

52
FINDING & ANALYSIS

53
 Finding and Analysis

Q1. Do you have account in

Table 1

State Bank of India 38 %

Punjab National Bank 22 %

Both 19 %

Others 21 %

21% State Bank of India

38% Punjab National

Bank
Both
19%
Others

22%

Interpretation

38% of the respondent had account in State Bank of India, 22% in PNB, 19% in Both banks and

21% in other Banks.

54
Q2. Do you have ATM Services with your account?

Table 2

Yes 68 %

No 22 %

24%

Yes
No

76%

Interpretation

68% of the respondent had ATM service with their account while others do not had this facility

with account..

55
Q3. Which of these is the most important reason for possessing ATM card/s?

Table 3

Bank offered Free 31 %

For emergency purpose 35 %

Availability of many ATM centres 23%

24 hour accessibility 20 %

11%
Bank offered Free
31%

For emergency
23% purpose
Availability of many
ATM centres
24 hour accessibility

35%

Interpretation

31% of the respondent said they use ATM as it is free service of Bank, 35% of the respondent

said that they use ATM for emergency purposes, 23% of the respondent said that they use ATM due to

their availability, and rest said they use due to 24 hour accessibility.

Q4 How frequently do you use ATM card in a week?

56
 Table 4

Less than 3 times 20%

3-5 times 35%

5 to 8 33%

More than 8 times 12%

12% 20%

Less than 3 times

3-5 times

33% 5 to 8
More than 8 times

35%

Interpretation

Maximum of the respondent i.e., 35% use ATM 3-5 times in week while only 12% use more than

8 times a week

Q5. What is the purpose/s for using ATM? (Tick one or more)

Table 5

57
Cash Withdrawal 60%

Balance Inquiry 30 %

Balance Transfer 2%

Others 8%

8%
2%

Cash Withdrawal
Balance Inquiry
30%
Balance Transfer
60%
Others

Interpretation

60% of the respondent use ATM for cash withdrawal while only 2% use for balance transfer.

Q6. How much time do you spend waiting in queue at ATM?

Table 6

SBI PNB

Less than 5 min 20% 12%

58
5 min to 10 min 42% 6%

10 min or more 38% 4%

45% 42%
40% 38%

35%
30%
25% SBI
20%
20% PNB
15% 12%
10% 6%
4%
5%
0%
Less than 5 5 min to 10 10 min or
min min more

Interpretation

Above table shows that maximum of the respondent have to wait in ATMs of SBI i.e., 42% for 5

min to 10 min.

Q7. How long does it take to process your transaction at the ATM centre?

Table 7

SBI PNB

Less than 5 min 25% 18%

5 min to 10 min 10% 4%

59
10 min or more 3% 0%

30%
25%
25%

20% 18%
SBI
15%
PNB
10%
10%

4%
5% 3%
0%
0%
Less than 5 5 min to 10 10 min or
min min more

Interpretation

Most of the respondent said it take less time in transaction in SBI ATMs than PNB ATMs

Q8. Have you ever been cheated our your ATM has been misused without

Your permission

Table 8

SBI PNB

Yes 7% 0%

No 93% 100%

60
 120%
100%
100% 93%

80%

SBI
60%
PNB

40%

20%
7%
0%
0%
Yes No

Interpretation

Only few cases of cheating or fraud with ATM was found in only SBI Bank’s ATM.

Q9. Did you complaint for the fraud and any action taken by Bank Authority

Table 9

SBI PNB

Yes 50% 0%

No 50% 0%

61
 60%
50% 50%
50%

40%

SBI
30%
PNB

20%

10%
0% 0%
0%
Yes No

Interpretation

50% of the fraud case with ATMs of SBI were solved and undertaken by Bank Authorities.

62
Q10. What are the additional services provided by your bank at ATM centres?(Tick one or

more)

Table 10

SBI PNB

Cash Deposit 0% 0%

Cheque Deposit 0% 0%

Bill Payments 40% 90%

Phone bank 0% 0%

Other 60% 10%

100% 90%
90%
80%
70% 60%
60%
SBI
50% 40%
40% PNB
30%
20% 10%
10% 0%0% 0%0% 0%0%
0%
ts

er
nk
it

it
os
os

en

th
ba
ep
p

O
m
De

e
ay
D

on
P
e
h

Ph
qu
as

ill
B
C

he
C

Interpretation

Only Bill Payment facility is available at ATMs of both SBI and PNB other than cash withdrawal.

Q11. How much satisfied are you with your ATM service?

Table 11

63
 SBI PNB

Highly Satisfied 10% 23%

Very Satisfied 22% 24%

Satisfied 48% 44%

Less Satisfied 8% 4%

Not Satisfied 12% 5%

60%
50% 48%
44%
40%
SBI
30% 24%
23% 22% PNB
20%
10% 12%
10% 8%
4% 5%
0%
d
d

d
d
d
fie
f ie

fie
fie

fie
tis
t is

is
tis

tis

at
Sa

Sa

Sa

Sa

S
ry
ly

ot
ss
h

Ve

N
Le
ig
H

Interpretation

Majority of the respondents are satisfied with ATMs of both Banks.

Q12. How much secured do you feel to use ATM card?

Table 12

SBI PNB

Highly Secured 12% 30%

Very Secured 55% 30%

64
Secured 30% 40%

Less Secured 3% 0%

Not Secured 0% 0%

60% 55%
50%
40%
40%
30% 30% 30% SBI
30%
PNB
20%
12%
10%
3%
0% 0%0%
0%
ed

d
d

d
re

re
re

re
r
cu

cu

cu
cu

cu
Se

Se

Se
Se

Se
y

ry

ot
ss
hl

Ve

N
Le
ig
H

Interpretation

Maximum of the respondent feel ATMs Secured. Security level for SBI is greater than PNB.

Q. Do they run out of cash frequently?

Table

SBI PNB

Always 34% 10%

Sometimes 57% 35%

Never 9% 55%

65
 60% 57%
55%

50%

40% 35%
34%
SBI
30%
PNB
20%
10% 9%
10%

0%
Always Sometimes Never

Interpretation

The table shows that SBI ATMs run out of cash often while PNB ATMs donot run out off cash

so frequent.

66
FINDINGS

67
 FINDINGS

This project was a great experience for me and I really learnt a lot of things from this

project. This project gave us the knowledge and information about ATM machines, banks

offering ATM services and also about the people and their attitudes and perceptions towards

ATM’s.

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.

• They want that the bank should go ahead and bring all its functions and activities on the

ATM machine. The bank should provide services like balance transfer, balance inquiry

etc. and that too at a cheap rate.

• The ATM machines sometimes take a lot of time to process a transaction and therefore

the customers have to wait for a long time in front of the machine and which is

“irritating” according to some respondents and if possible the banks should improve the

software they use and reduce the time required by the customers.

• PNB and SBI ATM centers do not provide additional services like cash deposit, cheques

deposit, bill payments etc.at all its centers, which many people want but they don’t get it

and leads to their dissatisfaction and where ever it is available it is charged.

68
• I have also found in this survey that many of the respondents felt that they were feeling

secured using the PNB and SBI ATM card services and this has led to increased

satisfaction level of these respondents which is a good sign.

• I also conclude from this survey that the almost 70% people are satisfied with the number

and location of the PNB and SBI ATM centers. But they still insisted that the number

should be increased to give enhanced service and satisfaction to its customers.

• People were happy to say that the PNB and SBI ATM center provides the currency in the

denomination they want and this was as good as dealing with the cashier of the bank

where you can tell him which denomination you want.

• Another good finding from this survey was that the ATM centers of PNB and SBI 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.

69
CONCLUSION

70
 CONCLUSION

As part of its 'Clicks and Bricks' strategy, both SBI and PNB Banks have developed

multiple access channels comprising lean brick and mortar branches, ATMs, call centers and

Internet banking. The branch network including extension counters presently covers many

locations across India.

SBI and PNB Banks’s network of 24 hr ATMs is one of the largest and most widespread ATM

Networks in India. Banks ATMs are conveniently located in Commercial areas, residential

localities, Major Petrol Pumps and Airports, Near Railway Stations and other places, which are

conveniently accessible to customers.

The SBI and PNB Banks ATMs feature user-friendly graphic screens with easy to follow

instructions. IT has also introduced ATMs, which interact with customers in local languages for

further convenience.

The following are the features available on SBI and PNB Banks ATMs, which can be accessed

from anywhere at anytime.

• Cash Withdrawal:

A customer can withdraw upto Rs.25,000/- on a single day from his account. In this, the Fast

Cash option shows prefixed amounts, which a customer can choose from, and Ultra Fast Cash

option to withdraw Rs.3000/- at one time.

• Balance Enquiry:

71
Customer can know the ledger balance and available balance with his account.

• Mini Statement:

Customer gets a receipt printout of his last 8 transactions and the balance.

• Deposit Cash / Cheques:

Available in all full function ATMs, customers can deposit both cash and cheques in the ATM.

Cash deposited in ATMs will be credited to the account on the same day and cheques sent for

clearing on the next working day.

• Funds Transfer:

Customer can transfer funds from one account to another linked account in the same branch.

• PIN Change:

The Customer Change the Personal Identification Number (PIN) of the ATM or Debit card.

• Payments:

This is the latest feature on Banks ATMs, it’s functionality can be used for payment of bills,

donating to temples / trusts or making airtime recharges for prepaid mobile phones.

72
RECOMMENDATIONS
&
SUGGESTIONS

73
 RECOMMENDATIONS & SUGGESTIONS

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 PNB and SBI

banks ATM centers.

I recommend that,

• PNB and SBI 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.

• PNB and SBI 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. PNB and SBI ATM is one of the safest but still

there is scope for improvement.

74
LIMITATIONS

75
 LIMITATIONS OF THE STUDY

• Research work was carried out in Sitapur city only the finding may not be

applicable to the other parts of the country because of social and cultural

differences.

• The sample was collected using connivance-sampling techniques. As such

result may not give an exact representation of the population.

• Shortage of time is also reason for incomprehensiveness.

The views of the people are biased therefore it doesn’t reflect true picture.

76
BIBLIOGRAPHY

77
 BIBLIOGRAPHY

Philip Kotler : Principle of marketing practice Hall

of India Pvt. Ltd.

C.R. Kothari : Research methodology Vishwa

Prakashan New Delhi.

News paper : Hindustan Times.

Internet : www.statebankofindia.co.in

www.pnb.com

www.wikipedia.org

78
ANNEXURE

79
 QUESTIONNAIRE

Name___________________________________________________________

Address_________________________________________________________

Age __________________________ Profession ________________________

Q1. Do you have account in

a) PNB b) SBI

c) Both d) Others _______________ (specify)

Q2. Do you have ATM Services with your account

a) Yes b) No

Q3. Which of these is the most important reason for possessing ATM card/s?

(Tick one or more)

a.) Bank offered Free b) For emergency purpose

c.) Availability of many ATM centres d.) 24 hour accessibility

e) Others (specify) ________________

Q4 How frequently do you use ATM card in a week?

a.)Less than 3 times b.)3 – 5 times

c.)5 – 8 times d.)More than 8 times

Q6. What is the purpose/s for using ATM? (Tick one or more)

a)Cash withdrawal b)Balance enquiry

c) Balance Transfer d) Other (Specify)______________

Q7. How much time do you spend waiting in queue at ATM?

Less than 5 mins 5 mins to 10 mins 10 mins or more

Q8. How long does it take to process your transaction at the ATM centre?

Less than 5 mins 5 mins to 10 mins 10 mins or more

Q9. Have you ever been cheated our your ATM has been misused without

Your permission

Yes No

80
Q10. Did you complaint for the fraud and any action taken by Bank Authority

Yes No

Q11. What are the additional services provided by your bank at ATM

centres?(Tick one or more)

a) Cash Deposit b) Cheque Deposit c) Bill Payments

d) Phone bank e) Other (specify)_____________

Q12. How much satisfied are you with your ATM service?

Highly Satisfied - Very satisfied – Satisfied-

Less satisfied - Not Satisfied -

Q13. How much secured do you feel to use ATM card?

Highly secured - Very secured – Secured -

Less secured - Not secured -

Q14. Are you satisfied with the number of ATM centres provided by the bank?

Highly Satisfied - Very satisfied – Satisfied-

Less satisfied - Not Satisfied -

Q15. Are you satisfied with the locations of ATM centres provided by your bank?

Highly Satisfied - Very satisfied – Satisfied-

Less satisfied - Not Satisfied -

Q16. Do the ATM centres provide the denominations of currency you require?

a) Always b) sometimes c) never

Q17. Do they run out of cash frequently?

a)Always b) sometimes c)never

Q18. What according to you are the shortcomings of your bank ATM centre?

__________________________________________________________

Q.19. What extra facilities do you expect from an ATM centre?

Please specify____________________________________

Signature of respondent

81