Ramakrishna Mishra

ABSTRACT

Technology is rapidly changing the way personal financial services are designed and delivered to the customer. Hence, banks found themselves at the forefront of technology adoption for the past few decades. As a result of this technical revolution, ATM (Automated Teller Machine) is the first well known machines to provide electronic access to customers. Although the appearance of ATM provides us with the easy access to banking services, they have introduced new business challenges. In light of this, the present study is focused on the perception and satisfaction of customers regarding the utility of ATM services. A structured questionnaire was administered to 145 customers at ATM branches of different banks in Balasore and Bhadrak. In this study Factor analysis is used to explore underlying factors associated with customer satisfaction with ATM services in Odisha. This study will provide an insight to the factors those have the most effect on customer satisfaction level and will become much useful to bankers in framing their future policies in the state.