Comparative Studies Of ATM Services

Description
The study signifies the survey on Comparative Studies Of ATM Services Provided By Public Banks & Private Banks.


Survey
On
Comparative Studies Of ATM Services
Provided By Public Banks & Private Banks
In Varanasi City rom Consumers Point Of
Vie!
O" PA"TIA# $##I##M%&T O P'(BM
0

$&(%" T)%
COMPI#%( B*+
Collage Logo & Name
TABLE OF CONTENTS
? Acknowledgement --------------------------------2
? Declaration -------------------------------------3
? Preface ----------------------------------------4
? Research Objectives ------------------------------5
? Research ethodolog! and Design -------------------"
? #ntrod$ction ------------------------------------%
? Data Anal!sis and #nter&retation -------------------'(
? )indings ---------------------------------------"%
? *oncl$sions -------------------------------------+2
1

? ,imitations -------------------------------------+3
? -$ggestions ------------------------------------+4
? .ibliogra&h! ------------------------------------+5
? Anne/$re --------------------------------------+"
AC,&O-#%('%M%&T
AC,&O-#%('%M%&T
0o gain witho$t &ains is a common sa!ing1 2ratit$de is the hardest
of emotion to e/&ress and often does not find ade3$ate words to
conve!1 4herefore5 a -$rve! Project Re&ort is not an effort of a
single &erson b$t it is a contrib$tor! effort of man! hands and
brains1 -o5 # wo$ld like to thanks all those who have hel&ed me
directl! or indirectl! d$ring m! -$rve! Project1
6ith an ineffable sense of gratit$de # take this
o&&ort$nit! to e/&ress m! dee& sense of indebtness to Prof1
$k$nd ,al 7Director of --8 for allowing me to carr! o$t this
s$rve! work1
# am also thankf$l to -ir P1 01 9:A for his keen
interest5 constr$ctive criticism5 &ersistent enco$ragement and
$ntiring g$idance thro$gho$t the develo&ment of the &roject1 #t has
been m! great &rivilege to work $nder his ins&iring and &rovoking
g$idance
# wo$ld like to thank all m! teacher5
staff members5 and ,ibrar! members for their val$able advice and
2

g$idance which hel& me to make this re&ort effective5 interesting
and &$r&osef$l1
# A also thankf$l to the cons$mers for being
a so$rce of information in &roviding me the correct and the fact
data1

(%C#A"ATIO&
------------------------------------------------------------------------------------------------------------

# hereb! declare that the information &resented
here is correct to the best of m! knowledge1 Also5 the
re&ort &resented has not been &$blished an!where.
3

Place : &ame
(AT% +
PREFACE
------------------------------------------------------------------------------------------------------------
-$r&rising how a slim &iece of &lastic with a magnetic stri&
eases life; 6hether it is an A4 card or a credit card5
there are definite advantages to the increasing trend of
cashless transactions5 .$t not witho$t limitations1
4he advantage of almost $niversal acce&tabilit! of a credit
card comes with a s$btle disadvantage of ind$lging in
e/travagance witho$t tho$ght of &r$dence1 4he A4 card5
while ens$ring that !o$ do not s&end be!ond limits also
comes with the inconvenience of h$nting for an A4 center
ever! time !o$ need cash1
4

#n <aranasi5 the A4 services &rovided b! different
Private .anks = P$blic .anks var! a lot in terms of
facilities1 A4 services &rovided b! P$blic .anks are not
ver! satisfactor! b$t their charges are ver! nominal where
as in case of Private A4 services are ver! good b$t their
charges are ver! high1 Again no of A4 centers of Private
.anks are not as good as P$blic .anks1
RESEARCH OBJECTIVES
------------------------------------------------------------------------------------------------------------
4he s$rve! was cond$cted with following objectives>-
? 4o know abo$t market share of Different P$blic -ector .anks
= Private -ectors .anks1
? 4o know the different facilities &rovided b! A4 services of
P$blic -ector .anks = Private -ector .anks1
? 4o know the cons$mer satisfaction level abo$t the A4
services &rovided b! Different P$blic -ector .anks = Private
-ectors .anks with res&ect to their charges1
? 4o know the cons$mers satisfaction level abo$t the locations =
n$mbers of A4s centers &rovided b! Different P$blic -ector
.anks = Private -ectors .anks1
5

? 4o know the cons$mers satisfaction level abo$t the working
conditions = maintenance of A4 machines of Different P$blic
-ector .anks = Private -ectors .anks1
? 4o know the cons$mers satisfaction level abo$t the services =
behavio$r of c$stomer care $nit of Different P$blic -ector
.anks = Private -ectors .anks1
? 4o make a com&arative st$d! of the cons$mers satisfaction
abo$t the A4 services &rovided b! P$blic -ector .anks =
Private -ector .anks1
"%S%AC) M%T)O(O#O'*
-ignificance of st$d! > - 4he st$d! signifies the s$rve! on
*om&arative -t$dies Of A4 -ervices Provided .! P$blic .anks =
Private .anks1
-AP,? @0#4>- @-?R- O) A4 -?R<#*?- #0
<ARA0A-#1
-am&le -iAe> - 4he sam&le siAe taken to cond$ct the s$rve! was
'BB in n$mbers1 4he sam&le was divided in two gro$&s consisting of
5B sam&les each1
? @-?Rs of P$blic .ank A4 -ervices
? @-?Rs of Private .ank A4 -ervices
)$rther these gro$&s are divided into 4 age gro$&s1
7#n !ears8
6

? '5 to 25
? 2" to 35
? 3" to 45
? Above 45
-election of st$d! area> - 4he s$rve! has been carried o$t in
<aranasi cit!1
Data *ollection ethod> - 4he collected data is &rimar! in
nat$re1 i1e1 the first hand data 5 as there is a better sco&e of
getting re3$ired information and also it is in the form that we want1
)or the &$r&ose of collecting data5 3$estionnaire method was
ado&ted1
'1 *losed C ?nded D$estions
Dichotomo$s D$estions
$lti&le *hoice D$estion
21 O&en - ?nded D$estion
-am&ling 4echni3$e> - -ince5 the siAe of the $niverse is 3$ite
large5 so relativel! small gro$& of individ$als from the $niverse is
selected which is also good eno$gh to re&resent the entire $niverse1
#n m! s$rve! re&ort5 # followed the non-&robabilistic D@O4A
-am&ling5 *O0<?0#?0*? -am&ling = -#P,? RA0DO -am&ling as
the selection was done according to the researcher convenience5 and
each and ever! element of $niverse was not given e3$al chance of
being selected in sam&le1
7

eas$rement = -caling 4echni3$es -am&ling> - # have $sed
-$mmated -cales 7or ,ikertCt!&e scales8 for knowing the satisfaction
level of cons$mers1
Research Design> - 4o know abo$t the &resent condition and
stat$s regarding &artic$lar item or gro$& of items5 descri&tive
research is cond$cted1 4he descri&tive research is descri&tion of the
state of affairs as it e/ists at &resent1
As the res$lt we were re3$ired in anal!tical form1 4he s$rve! was
cond$cted $sing 3$estionnaire method1 .! $sing this method we fo$nd
the &resent sit$ation and the findings and its anal!sis is described in
the f$rther &arts1
INTRODUCTION
HDFC Bank State Bank Of India UTI Bank IDBI Bank ICICI Bank
P$blic .anks- it incl$des nationaliAed banks5 -tate .ank of #ndia =
as associates 7s$bsidiaries8 and the Regional R$ral .anks1 4he
banking com&anies 7Ac3$isition = transfer of $ndertaking81 Act
'(+B = the .anking *om&anies nationaliAed 7took over the b$siness
$ndertakings of e/isting banking com&anies8 and vested them in
8

newl! created stat$tor! bodies 7corres&onding new banks8
constit$ted $nder section 3 of '(+BE'(%B Act1 4he state bank o
#ndia was constit$ted $nder the -tate bank of #ndia Act5 '(55 =
the si/ associateEs$bsidiar! banks were constit$ted $nder the
-tate .ank 7-$bsidiar! .anks8 Act5 '(5(1
Private .anks-
A &rivate bank is a &rivate societ! registered either $nder the
*entral Act5 $lti-@nits *oo&erative -ocieties Act5 or $nder a
-tate Act 2overning *o- o&erative -ocieties and carr!ing on
banking b$siness1 #f a &rivate bank is o&erating in more than one
state5 the *entral Act a&&lies5 #n other cases5 the -tate law
a&&lies1
O0 )RO04 -#D? O) FO@R D?.#4 *ARD FO@ 6#,, )#0D>
'1 Fo$r 0ame
9

21 Fo$r individ$al '" digit card n$mber
31 <alid @&to > 4he validit! &eriod is mentioned as EFF and
the Debit card is valid $ntil the last da! of the month of the
!ear indicated on the card1
41 <isa logo > 4his card will be acce&ted at all A4s and
erchant establishments dis&la!ing <isa E <isa ?lectron sign
O0 4:? R?<?R-? O) FO@R A4 *ARD5 FO@ 6#,, )#0D>
10

51 agnetic stri&e> *ontains im&ortant information abo$t !o$r
Debit *ard is encoded here1 Please avoid scratches or e/&os$re
to magnetic fields as the! damage the stri&1
-ignat$re Panel> Fo$ are asked to sign on this &anel immediatel! on
recei&t of this *ard1
6:A4 #- 4:? P#0 7P?R-O0A, #D?04#)#*A4#O0 0@.?R8G
11

4he P#0 is a $ni3$e n$mber that allows !o$ to access !o$r
acco$nts1 4he *ardholder is initiall! allotted a com&$ter generated
4 digit P#0 which is mailed to him in a sec$red and sealed
envelo&e1 :e ma! change this n$mber at the A4 whenever he
wishes5 to an! other fo$r-digit n$mber of his choice1
)or safet!5 !o$r P#0 sho$ld alwa!s be ke&t com&letel! confidential
and !o$r card too sho$ld remain in !o$r &ossession and not to be
handed over to an!one else1 An $na$thoriAed &erson can access the
A4 services on cardholderHs acco$nt if he gains the card and the
P#01 Please note that the *ard is iss$ed on the condition that the
.ank bears no liabilit! for the $na$thoriAed $se of the *ard1
)A*#,#4#?- PRO<#D?D .F A4 -?R<#*?-
12

'8 ini-statements
2et details of the last ( transactions 7Differ for different
banks8 on !o$r acco$nt with the mini-statement5 along with
!o$r balance1
28 Order a *he3$e .ook
Fo$ can &$t re3$est for *he3$e book in !o$r A4 centre1
38 4ransfer )$nds between acco$nts
Fo$ can also transfer mone! from one of !o$r acco$nts to
another1 .oth acco$nts m$st be linked to !o$r A4 *ard
and *$stomer #D1 A ma/im$m of 5 -aving and 5 *$rrent
Acco$nts 7Differ for different banks8 can be linked1
48 Refill !o$r Pre&aid card
Fo$ can now refill !o$r &re&aid card with o$r Pre&aid Refill
service1 All !o$ have to do is to select the right
combination of O&erator and the *ircle and a recharge code
will be dis&la!ed on !o$r A4 -creen1 Fo$ will also get this
recharge code on !o$r transaction sli&1

13

58 Pa! !o$r $tilit! bills
Pa! !o$r cell$lar5 tele&hone and electricit! bills thro$gh the
A4 $sing .illPa!5 a com&rehensive bill &a!ments sol$tion1
"8 De&osit cash or che3$es
Fo$ can de&osit cash or che3$es into !o$r acco$nt and the
A4 will immediatel! &rint a recei&t for the same1 *ash
de&osited in A4s will be credited to the acco$nt on the
same da! 7&rovided cash is de&osited before the clearing8
and che3$es are sent for clearing on the ne/t working da!1
+8 *hange !o$r P#0
Fo$ can convenientl! change !o$r P#0 7given at the time of
o&ening !o$r acco$nt8 whenever !o$ wish1
%8 *ash 6ithdrawal
6ithdraw $&to Rs1 255BBBE- 7differ for different banks and
14

acco$nts t!&e8 &er da! from !o$r acco$nt1
(8 )ast *ash>
o&tion &rovides the facilit! of withdrawing &refi/ed amo$nts1
@ltra )ast *ash o&tion allows !o$ to withdraw Rs13BBBE-
7differ for different banks8 in one shot1
'B8 $t$al )$nds 4ransactions>
Fo$ can b$! or sell m$t$al f$nds thro$gh !o$r .ank A4
$sing !o$r A4E Debit *ard1 4his re3$ires &rior registration
with the )$nd :o$se for which !o$ want to b$!Esell $t$al
)$nds1
''8 #nternet Packs 7A40 - An! 4ime 0et8>
P$rchase new #nternet connection or b$! renewal &acks from
!o$r .ank A4s
'28 #nternet .anking
Fo$ can access !o$r acco$nt on internet1 :ave online
&$rchase5 &a!ment of bills5 balance in3$ir!5 transfer of f$nds
ects1
'38 Donations 7An!time .lessing8>
Offer Donations and ask for a anorath ERajbhog to be
15

done1
'48 *harit!
4hro$gh this facilit! !o$ can donate for charit! against an!
of the following heads
a1 *hild 6elfare
b1 ?d$cation
c1 :ealth = -anitation
d1 ,ivelihoods = Povert!
e1 -ervices for the disabled
'58 <isa one! 4ransfer
<isa one! 4ransfer is a revol$tionar! service which enables
!o$ to transfer mone! from !o$r debit card to an! other visa
debit Ecredit card an!time5 an!where in #ndia1
'"8 obile .anking
Fo$ can access !o$r acco$nt thro$gh mobile &hone = know the
balance = statements1
,O*4#O0- O) D#))?R?04 .A0I-H A4 *?04?R-
16

PR#<A4? .A0I->-
:D)*
'1 ,anka
21 #shwar 4owers 0agar 0igam
31 I$ber *om&le/
#*#*#
'1 :P*,5 RP Petrol and Diesel<ar$na .ridge5 <aranasi
21 -ho& J(5 "4 all Rd5 *antonment
31 D E 5%E '( - A 45 -igra5
41 :P*,5 Iiran -rv -tn5 ,ehartara
51 -hri Ram -ho&&ing *om&le/5 aldai!a
"1 *inema :all Premises5 Diesel ,ocomotive 6orks5
+1 :a$A Iatora5
%1 2angotri 25 . 2+ E 35 - .5 Ravindra&$r ?/tention5
(1 "4 *handrika *olon!5 -igra5
#0D@-#0D
'1 aansarovar5*-3BE35 KLM .5 aldahi!a
@4#
21 Iotwal&$r5D-''E2
31 int :o$se50adesar5 -ho& 0o1225 O&&1:otel 4aj 2anges
41 -hastri 0agar5 *-'(E'345 . 2ro$nd = )irst )loor
P@.,#* .A0I->-
17

-.#
'1 *-+E34 2ORA- .@#,D#02
21 3(-2ORI:A 4RA#0#02 *?04R? .RA0*:5 3(-24* ROAD
31 .A0ARA- :#0D@ @0#<?R-#4F *OP,?N
41 .-3BE25-54 AD:A< ARI?4
51 *I 3(E+( I 2RO@0D ),OOR5 A4 O:A,,A: *:O6I
"1 -.# A45 -:OP 0O1'5 -:AI:A.R# *OP
+1 .#0A5 -O0?.:ADRA
%1 .#-:?-:6AR2A0
(1 D#?-?, ,O*OO4#<? 6ORI- .RA0*:5
'B1 D,6 *AP@- -@0D?RP@R
''1 A:A.#R A0D#R
'21 *EO R1 -:A.AO I:A05 --5E(EA 1A1ROAD
'31 0AD?-AR .RA0*:
'41 4O@R#-4 .@02,O6
'51 -:#<P@R ARI?4 -:#<P@R5
'"1 A#0 .RA0*:50?AR I@4*:?RF5
'+1 2ODA@,#FA *:A@RA:A5
Allhabad bank
'1 RA<#0D?RP@R#
21 <ARA0A-# 0AD?-AR
31 <ARA0A-# @P *O,,?2?
41 <ARA0A-# @P *O,,?2? *AP@-
18

P0.
'1 ORD?R,F .AOAR5
21 *2'E'-355,A9PA4 0A2AR5 A,D:#FA5<ARA0-#
31 .#-:?-:6AR 2A09

19

SHOWING DIFFERENT BANK SECTOR GROUP
OF RESPONDENTS
SERIAL
NO
BANKS NO. OF
RESPONDENTS
PERCENTAGE
( % )
1 PUBLIC BANKS 50 50
2 PRIVAT BANKS 50 50
TOTAL = 100 100!00

20

SHOWING AGE GROUP OF RESPONDENTS

SERIAL NO AGE OF THE
RESPONDENTS
NO. OF
RESPONDENTS
PERCENTAGE
( % )
1 15 T" 25 32 32!00
2 26 T" 35 35 35!00
3 36 T" 45 18 18!00
4 AB"V 45 15 15!00
TOTAL = 100 100!00


21

PROFILE OF RESPONDENTS ACCORDING
TO OCCUPATION
THE DETAILS OF OCCUPATION RELATED TO SAMPLE RESPONDENT
ARE PRESENTED IN THE FOLLOWING TABLE:-
SERIAL NO. OCCUPATION NO. OF
RESPONDENT
PERCENTAGE
( % )
1 IN SERVICE 39 39!00
2 IN BUSINESS 23 23!00
STUDENT 25 25!00
! RETIRED 4 4!00
" HOUSE WIFE 9 7!00



22

INCOME GROUP OF USERS
INCOME NO OF
RESPONDENTS
PERCENTAGE
BELOW 1#### 33 33!00
1#### TO 2#### 40 40!00
2#### TO #### 17 17!00
ABOVE #### 10 10!00
23

Scale of Rating: - 1=S$%&'()* D+,,atisfactory 2= D+,,atisfactory 3=Poor =Be!o" #$era%e
&=#$era%e '=Fair (=)ood *=+ery )ood ,= -.ce!!ent 1/=O0tstandin%
11 23ic3 Bank4s5 Banks4 #T6 Card do yo0 0se7
SBI #88#H#B#D B#9: PU9;#B 9#TIO9#8 B#9: IDBI UTI
ICICI HDFC I9DUSI9D B#9: #9< OTH-= >>>>>>>>>>>>>>>?
PUBLIC BANKS
SBI #8BD P9B IDBI #9< OTH-=@S1
@BOB1
20 10 10 8 2
24

PRIATE BANK(S)
ICICI UTI HDFC I9DUSI9D #9< OTH-=@S1
@CBP1
20 10 10 8 2
I&T%"P"%TATIO&+
4he above tables and gra&hs shows that in &$blic banks -.# has ma/im$m
market share while in &rivate banks #*#*# has ma/im$m share1
0ote>- *.P stands for *ent$rion .ank of P$njab = .O. stands for .A0I of
.ARODA
21 23ic3 of t3e fo!!o"in% ser$ices yo0r Bank Aro$ide t3ro0%3 t3e #T67
Bi!! PayBent PreAaid =ec3ar%e 6ini StateBent Ba!ance -nC0iry M&-+). B/'0+'(
25

Sin%!e card for a!! yo0r #cco0nts PI9 c3an%e faci!ity A'* &$1.% 222222222222
I&T%"P"%TATIO&+
an! &eo&le are not aware of all the services &rovided b! their A4 services5
tho$gh gra&hs show that Private .anks Provide more facilities than P$blic .anks
26

31 Ho" B0c3 BiniB0B Da!ance yo0 are reC0ired to 3a$e in yo0r acco0nt for 3o!din% t3e
#T6 card7
# 3 2### 2### 3 "### "### 3 1#### /-&4. 1####
PUBLIC BANKS
PRIVATE BANKS
I&T%"P"%TATIO&+
4he above gra&hs shows that in &$blic banks ma/im$m &eo&le have B-2BBB t!&e
of acco$nt while in &rivate banks it is 2BBB-5BBB1
27

1 23at is cas3 "it3dra"a! !iBit offered Dy yo0r DankE "it3in 2 3o0rs of #T6 0se7
11 "### 3 1#### 2) 1#### 3 1"### ) 1"### 3 2#### !) A-&4. 2####
PUBLIC BANKS
PRIVATE BANKS
28

COMPARATIVE ANALYSIS:
I&T%"P"%TATIO&+
4he above gra&hs shows that in &$blic banks ma/im$m &eo&le have withdrawal
limit of 'BBBB-'5BBB while in &rivate banks it is above 2BBBB1
&1 Do yo0 0se yo0r #T6 card for s3oAAin% instead of Aayin% Cas37
29

5., N&
#1 If <esE "3at are t3e Bain AroD!eBs yo0 face "3i!e 0sin% yo0r #T6 card for s3oAAin%7
11 9ot acceAted e$ery "3ere 21 S3oAs increase t3eir Arice "3en Aayin% Dy card
21 B/'0 /66)+., 1+(1 1+77.' 8&,$ 31 I don4t 3a$e any AroD!eB &1 I9 /'* &$1.% 222222222222222.

B1 If 9oE "3at are t3e Bain reasons De3ind yo0r decision7
11 6y #T6 card does not a!!o" t3is 21 9ot acceAted e$ery "3ere 31 S3oAs increase t3eir Arice "3en Aayin% Dy card
1 B/'0 /66)+., 1+(1 1+77.' 8&,$ &1 I can not tr0st it '1 it is not con$enient (1 I9 /'* &$1.% 22222222222..
SERIAL NO 5ES NO
PUBLIC BANK 10 40
PRIVAT BANK 13 37
COMPARATIVE ANALYSIS:
30

ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :NO;

I&T%"P"%TATIO&+
#n P$blic .anks ma/im$m &eo&le have &roblem that their card is not acce&ted
ever!where while in Private .anks5 .anks a&&l! high hidden charges1
F<-SG
1
8
3
0 0 0
6
4
0
1
-1
1
3
5
7
9
11
13
15
1(PB) 1(PR) 2(PB) 2(PR) 3(PB) 3(PR) 4(PB) 4(PR) 5(PB) 5(PR)
OPTIO9S
F9OG
4
2
22
7
3
1
7
14
2
9
7
6
3
1
0
5
10
15
20
25
30
1(PB) 1(PR) 2(PB) 2(PR) 3(PB) 3(PR) 4(PB) 4(PR) 5(PB) 5(PR) 6(PB) 6(PR) 7(PB) 7(PR)
OPTIO9S
31

'1 Do yo0r #T6 Card ser$ices Aro$ide Internet Bankin%7

5., N& C/'<$ S/*
32

COMPARATIVE ANALYSIS:
I&T%"P"%TATIO&+
#n &$blic banks 52P &eo&le have said that their bank &rovide internet banking
where in &rivate bank it is +B P.
33

(1 23ic3 kinds of notes do yo0 Arefer to De disAensed Dy #T67
1# 2# "# 1## "## 1###
I&T%"P"%TATIO&+
.oth &$blic banks = &rivate banks A4 $sers &refer notes of Rs 'BB
*1 Does yo0r Dank Aro$ide Aayin% s!iA @for s0DBittin% Boney in yo0r acco0nt1 at its #T6
centers7
34

5., N& C/'<$ S/*
SERIAL NO 5ES NO CAN<T SA5
PUBLIC BANK 24 16 10
PRIVAT BANK 37 0 13
PUBLIC BANK
PRIVATE BANK
YES
48%
NO
32%
CAN'T SAY
20%
YES
NO
CAN'T SAY
YES
74%
NO
0%
CAN'T SAY
26%
YES NO CAN'T SAY
35

COMPARATIVE ANALYSIS:
I&T%"P"%TATIO&+
+4P @-?R of &rivate banks sa!s that &a!ing sli& are &rovided at their A4
centers while it is 4%P for &$blic banks1
24
37
16
0
10
13
0
5
10
15
20
25
30
35
40
45
50
YES(PB) YES(PR) NO(PB) NO(PR) CAN'T
SAY(PB)
CAN'T
SAY(PR)
36

,1 Ho" do yo0 rate t3e oAerationa! f0nctiona!ity @0ser friend!iness1 of yo0r Dank4s #T6
Bac3ines7
V.%* S+=6). S+=6). F/+% C&=6).> H+(1)* C&=6).>
37

COMPARATIVE ANALYSIS:
I&T%"P"%TATIO&+
.oth &$blic banks = &rivate banks $sers fill that the o&erational f$nctionalit! of
their A4 machines are sim&le1
1/1 Ho" B0c3 yo0 are satisfied "it3 t3e !ocations H n0BDers of #T6s centers of yo0r
38

Dank in +aranasi city H in ot3er cities7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
PUBLIC BANK:
PRIVATE BANK:
8.2
4
5.3
6.3 6.3
4.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
6.25
5.4
5
5.87
5.1
4.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
39

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK 2 " A (1# TIMES)
PRIVATE
BANK
! 2 @ (1" TIMES)
I&T%"P"%TATIO&+
P$blic .anks are better in terms of n$mber of A4 centers in <aranasi cit! in
com&are to Private .anks1
111 Ho" do yo0 rate t3e resAonse of yo0r Bank4s #T6 "it3 re%ard to sAeed of transactionsE
a$ai!aDi!ity and do"ntiBe7 @Sca!e 1/1
6.3
5.87
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
40

1 2 ! " ? @ A B 1#
P0D!ic Banks
Pri$ate Banks

5.1
4.6
6.3
5.5
6.6
5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
7.24
6.53 6.6
6.92
6.8
6.6
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
41

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK 2 # ? (12 TIMES)
PRIVATE
BANK
# 2 A (12 TIMES)
I&T%"P"%TATIO&+
Private .anks are better in terms of s&eed of transaction5 downtime in com&are
to P$blic .anks1
121 Ho" do yo0 rate t3e interna! en$ironBent faci!ities @Sec0rity )0ardE #CE !i%3t faci!itiesE
5.5
6.92
0
1
2
3
4
5
6
7
8
9
10
P!BLIC BAN% PRI$ATE BAN%
42

c!eannessE Drinkin% 2ater ect?1 Aro$ided Dy yo0r Dank at its #T6 centers7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention
>>>>>>>>>>>>>>>>>>>>>>>
PC-)+8 B/'0,
P%+4/$. B/'0,
5.1
4.8
4.7
5.2
6.2
5.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
8.08
7.8
8.66
8.01
7.2
8
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
43

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK " # ? (12 TIMES)
PRIVATE
BANK
# ? A (12 TIMES)
I&T%"P"%TATIO&+
Private .anks are ver! good in terms internal environment while it is j$st
average for P$blic .anks1
5.2
8.01
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
44

131 Ho" do yo0 rate t3e Ain code and #T6 card de!i$ery systeB of yo0r Dank7
1 2 ! " ? @ A B 1#

a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>
PUB8IC B#9:S
P=I+#T- B#9:S
5.8
5.66
6.1
6
6.8
6.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
7.16
6.8
7 7.01
7.1
6.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
45

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK 2 # ? (1B TIMES)
PRIVATE
BANK
1 @ (1? TIMES)
I&T%"P"%TATIO&+
Private .anks are better in terms of deliver! s!stem of &in = A4 card in
com&are to P$blic .anks1
6
7.01
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
46

11 Ho" do yo0 rate t3e sAecia! offers @ e%- Aoints on A0rc3asin% in 3aAAy 3o0rs1 %i$en Dy
yo0r Dank on s3oAAin% t3ro0%3 #T6 card7

9o s0c3 offers 1 2 ! " ? @ A B 1#
SERIAL NO PROVIDE NO
OFFERS
PROVIDE
OFFERS
PUBLIC BANK 1 1B
PRIVATE
BANK
11 B
PUBLIC BANKS
PRIVATE BANKS
47

PC-)+8 B/'0
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
P%+4/$. B/'0
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
5.4
3
5 5
5.2
5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
6.8
6.93
6
6.7
6.33
6
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
48

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK # # " (@ TIMES)
PRIVATE
BANK
# 1 @ (1" TIMES)
I&T%"P"%TATIO&+
Private .anks are ver! good in terms s&ecial offers while it is j$st average for
P$blic .anks1
5
6.7
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
49

1&1 Ho" do yo0 rate t3e "orkin% condition H Baintenance of #T6 Bac3ines of yo0r Dank7
1 2 ! " ? @ A B 1#

a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>
PUB8IC B#9:S
P=I+#T- B#9:S
5.1
4.6
6.3
5.5
6.6
5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
7.24
6.53 6.6
6.92
6.8
6.6
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
50

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK ! # " (11 TIMES)
PRIVATE
BANK
# ? A (2# TIMES)
I&T%"P"%TATIO&+
Private .anks are ver! good in terms working condition of A4
machines while it is j$st average for P$blic .anks1
5.5
6.92
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
51

1'1 Ho" do yo0 rate sAecia! Ao!icies @ e%- 6edica! Ins0ranceE 8IC etc?1 %i$en Dy yo0r Dank
on yo0r #T6 card7
9o s0c3 offers 1 2 ! " ? @ A B 1#
SERIAL NO PROVIDE NO
OFFERS
PROVIDE
OFFERS
PUBLIC BANK " 1"
PRIVATE
BANK
1! ?
PUBLIC BANK
PRIVATE BANK
NO S!C" O##ERS
70%
YES
30%
NO S!C" O##ERS YES
NO S!C" O##ERS
28%
YES
72%
NO S!C" O##ERS YES
52

PUBLIC BANKS
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
PRIVATE BANKS
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
5.28
6
5.6
5.7
4 4
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
6.47
6.23
6.5 6.52
6.66
6
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
53

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK # # ? (@ TIMES)
PRIVATE
BANK
# # @ (12 TIMES)
I&T%"P"%TATIO&+
Private .anks are better in terms s&ecial &olicies in com&are to P$blic .anks1
5.7
6.52
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
54

1(1 Ho" do yo0 rate t3e Arocess of iss0in% a d0A!icate #T6 card or ne" Ain code Dy yo0r
Dank7 @Sca!e 1/1
1 2 ! " ? @ A B 1# N& I7./
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>
SERIAL NO HAVE NO IDEA HAVE IDEA
PUBLIC BANK @ !
PRIVATE BANK 12 ?
PUB8IC B#9:
P=I+#T- B#9:S
NO IDEA
14%
"A$E IDEA
86%
NO IDEA "A$E IDEA
NO S!C" O##ERS
25%
YES
75%
NO S!C" O##ERS YES
55

PUB8IC B#9:S
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
P=I+#T- B#9:S
ANAL5SIS BASED ON RESPONDENTS WHO HAVE GIVEN THEIR ANSWERS AS :5ES;
4.7
4
5
4.9
6.42 6.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
7.2
6.06
6.5 6.45
7.2
5.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
56

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK ! # ?(1! TIMES)
PRIVATE
BANK
2 1 @ (1" TIMES)
I&T%"P"%TATIO&+
Private .anks are good in terms of Arocess of iss0in% a d0A!icate #T6 card or
ne" Ain code while it is j$st average for P$blic .anks1
4.9
6.45
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
57

1*1 Ho" do yo0 rate t3e ser$ices Aro$ides Dy yo0r Dank4s #T6 "it3 resAect to its c3ar%es7
@Sca!e 1/1
1 2 ! " ? @ A B 1#
PUBLIC BANKS
PRIVATE BANKS
6.4
5.4
5.8
6.18
7
6.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
6.1
6.2
7
6.17 6.2
5.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
58

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1 AS
THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK 1 ! @ (1A TIMES)
PRIVATE BANK 1 @ (1" TIMES)
I&T%"P"%TATIO&+
:ere both Private .anks = P$blic .anks are similar beca$se facilities given b!
&rivate banks are m$ch better than &$blic bank b$t their charge are ver! high
where as charges of &$blic banks are ver! nominal1
6.18 6.17
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
59

1,1 Ho" do yo0 rate ser$ices H De3a$io0r of yo0r Dank4s c0stoBer care 0nit7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>
PUB8IC B#9:S
PRIVATE BANKS
4.5
5.1
6
5.1
5.2
6.5
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
6.1
6.2
7
6.9
7
5.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
60

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK ! # " (21 TIMES)
PRIVATE
BANK
2 @ (1A TIMES)
I&T%"P"%TATIO&+
Private .anks are ver! good in terms services &rovided b! their c$stomer care
$nit while it is j$st average for P$blic .anks1
5.5
6.92
0
1
2
3
4
5
6
7
8
9
10
PRI$ATE BAN%
P!BLIC BAN%
61

2/1 If yo0 "ant to 3a$e anot3er #T6 card of any ot3er DankE "3ic3 Dank4s #T6 card "i!!
yo0 Arefer7
SBI #88#H#B#D B#9: PU9;#B 9#TIO9#8 B#9: UTI ICICI
HDFC IDBI I9DUSI9D B#9: #9< OTH-= >>>>>>>>>>>>>>>?
P%.9.%.'8. $&D/%7, 7+99.%.'$ ,.8$&%, &9 B/'0,

62

COMPARATIVE ANALYSIS:
I&T%"P"%TATIO&+
"BP of Res&ondents &refer Private .anks beca$se of its services = facilities
while 4BP Res&ondents &refer P$blic .anks beca$se of its low charges = more
n$mber of A4 centers1
0O4?> -1*:1 -tands for -4A0DARD *:AR4?D .A0I
63

211 If yo0 3a$e faced any AroD!eB re%ardin% t3e !ocation of yo0r Dank4s #T6 centreE A!ease
S0%%est a A!ace "3ere yo0r Bank s3o0!d insta!! an #T6 Bac3ine?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>??
I&T%"P"%TATIO&+
"4P $sers of P$blic .anks are satisfied with the locations of their A4 centers
where as onl! 42P are satisfied in case of Private .anks1
SERIAL NO ,C((.,$.7 )&8/$+&' D+7 '&$ ,C((.,$.7 /'* )&8/$+&'
PUBLIC BANK 1A 2
PRIVATE BANK 2B 21
64

221 23at is yo0r o$era!! satisfaction ratin% "it3 yo0r Bank #T6 ser$ices7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
PUBLIC BANKS
PRIVATE BANKS
6.3
5.6
5.9
6.2
6.1
6
0
1
2
3
4
5
6
7
8
9
10
SBI ALBD PNB EAN IDBI BOB
7.4
7.6
7.3 7.3
7.1
6.5
0
1
2
3
4
5
6
7
8
9
10
ICICI !TI "D#C EAN IND!SIND CBP
65

COMPARATIVE ANALYSIS:
SERIAL NO NO OF
RESPONDENTS
SELECTED 1
AS THEIR
SATISFACTION
LEVEL
NO OF
RESPONDENTS
SELECTED 1#
AS THEIR
SATISFACTION
LEVEL
MODE
PUBLIC BANK 2 # ? (1A TIMES)
PRIVATE
BANK
# ! A (1@ TIMES)
I&T%"P"%TATIO&+
Private .anks have j$st an $&&er hand over P$blic beca$se of its services =
facilities5 b$t in both the sectors5 $sers are 3$ite satisfied1
66

ANALYSIS DONE BY MY SELF
'8 4here were 'B 3$estions in m! MD@?-4#O00A#R?Q for
anal!Aing the satisfaction level of cons$mers related to the
vario$s services and facilities &rovided b! their bankHs A4
services1 # have taken the mean of those res&onses given b!
the cons$mers in those 3$estions1
4he res$lts are as following>-
#04?RPR?4A4#O0>
4he difference of over all satisfaction level given b! Res&ondents =
the overall satisfaction calc$lated b! m! anal!sis for P@.,#* .A0I-
is RB14 and for PR#<A4? .A0I- it is RB131 As the deviation is ver!
small5 it can be said that Res&ondents have given their answers
correctl! within their anal!Aing limits or Res&onse are reliable1
67

28 :ere # have shown the difference of means5 in the above 'B
3$estions related to cons$mers satisfaction1
PRIVATE BANKS
PUB8IC B#9:S
#04?RPR?4A4#O0>
4he gra&h shows the $sers of &$blic bank are more satisfied in
terms of no1 of A4 centers5 their locations and the charges5
where as in all other satisfaction 3$estions Private .anks have an
edge1 -&eciall! in case of internal environment facilities of A4
centers5 working conditions of A4 machines5 c$stomer care $nits =
s&ecial offers5 $ser of Private .anks are ver! m$ch satisfied in
com&are to the $sers of P$blic .anks1
1.42
2.81
1.01
1.7
2.08
0.82
1.552
0.1
1.8
0.43
3
2
1
0
1
2
3
&.10 &.11 &.12 &.13 &.14 &.15 &.16 &.17 &.18 &.19
I0estion 9O?
68

ANALYSIS OF THE FINDINGS
? #n &$blic banks -.# has ma/im$m market share while in &rivate banks
#*#*# has ma/im$m market share1
? @sers of both &$blic = &rivate banks are not ver! m$ch aware abo$t the
different services &rovided b! their banks1
? #n &$blic banks ma/im$m &eo&le are re3$ired to have minim$m balance in
the range of Rs B-2BBB where as it is 2BBB-5BBB for &rivate banks!
? #n &$blic banks ma/im$m &eo&le have withdrawal limit of Rs 'BBBB-'5BBB
while in &rivate banks it is above 2BBBB1
? #n P$blic .anks ma/im$m &eo&le have &roblem that their card is not
acce&ted ever!where while in Private .anks5 .anks a&&l! high hidden
charges1
? #n &$blic banks 52P &eo&le have said that their bank &rovide internet
banking where in &rivate bank it is +B P1
69

ANALYSIS OF THE FINDINGS
? +4P @-?R of &rivate banks sa!s that &a!ing sli&s are &rovided at their
A4 centers while it is 4%P for &$blic banks1
? .oth &$blic banks = &rivate banks $sers fill that the o&erational
f$nctionalit! of their A4 machines are sim&le1
? P$blic .anks are &erforming better in terms of n$mber of A4 centers in
<aranasi cit! in com&are to Private .anks1

? Private .anks are better in terms of s&eed of transaction5 downtime in
com&are to P$blic .anks1
? Private .anks are rated ver! good in terms internal environment b! its
$sers while it is j$st average for P$blic .anks1

? Private .anks are ver! good in terms s&ecial offers while it is j$st
average for P$blic .anks1
70

ANALYSIS OF THE FINDINGS
? Private .anks are rated ver! good in terms working condition of A4
machines b! its $sers while it is j$st average for P$blic .anks1

? Private .anks &rovide better s&ecial &olicies in com&are to P$blic .anks1
? @sers satisfaction rating in terms of charges of both Private .anks =
P$blic .anks are similar beca$se facilities given b! &rivate banks are m$ch
better than &$blics bank b$t their charge are ver! high where as charges
of &$blic banks are ver! nominal1

? Private .anks are good in terms of Arocess of iss0in% a d0A!icate #T6 card
or ne" Ain code while it is j$st average for P$blic .anks1
? Private .anks are rated ver! good in terms services &rovided b! their
c$stomer care $nit while it is j$st average for P$blic .anks1
? "BP of Res&ondents &refer Private .anks beca$se of its services =
facilities while 4BP Res&ondents &refer P$blic .anks beca$se of its low
charges = more n$mber of A4 centers1
? "4P $sers of P$blic .anks are satisfied with the locations of their A4
centers where as onl! 42P are satisfied in case of Private .anks1
? Private .anks have j$st an $&&er hand over P$blic beca$se of its services
= facilities5 b$t in both the sectors5 $sers are 3$ite satisfied1
71

ANALYSIS OF THE FINDINGS
-ome res&ondents have s$ggested the following locations where the! want their
.anks 7 both P$blic .anks = Private .anks 8 to install a new A4 machine1 4he
lists are as followings :-
P@.,#* .A0I-
'1 Allhabad bank- ,anka 7285 .1:1@1 7'85 aldai!a 7'85D,6 7'8
21 P0.- D,6 7'85 -O0?.:ADRA 7'85 .1:1@17'85 ,anka7'8
31 -.#- -O0?.:ADRA7'85 ,anka7285 :a$A Iatora7'85 -hastri 0agar 7'8
41 #D.#- -O0?.:ADRA7'85 ,anka7'85 0AD?-AR7'85 aldai!a7'8
PR#<A4? .A0I-
'1 :D)*- 0AD?-AR 7'85 -igra 7'85 -O0?.:ADRA 7'85 :a$A Iatora 7'8
D,6 7'85 .1:1@1728
21 #*#*#- D,67385 -O0?.:ADRA 7'85 -hastri 0agar 7285 .1:1@1728
31 #0D@-#0D- ,anka 7285 0AD?-AR 7'85 .1:1@1728
41 @4#- D,67285 -O0?.:ADRA 7'85 .1:1@17485 -igra 728
0ote> fig$res in brackets shows the no of res&ondents1
72

CONCLUSION
#n P$blic .anks -.# is &erforming better in com&are to the P$blic -ector .anks
incl$ded in the s$rve!5 beca$se of its ma/im$m n$mber of A4 centers = its
low charge1 #D.# stand for second &lace beca$se of its better services and
facilities1
6here as in Private .anks itHs a ver! close fight between #*#*#5 @4# = :D)*1
#*#*# has an advantage in terms of ma/im$m n$mber of A4 centers 7 in
Private .anks 85 :D)* has an advantage in terms of maintenance of A4
machines = facilities &rovided at its A4 centers and @4# has an $&&er hand in
terms of its charges1

Overall Private .anks have j$st an $&&er hand over P$blic beca$se of its
services = facilities5 b$t beca$se of low the charges of P$blic .anks $sers of
both the sectors are 3$ite satisfied1
73

LIMITATIONS OF THE STUDY
? As the anal!sis was based on ?A0 val$es so there are some
small errors 7in decimals8 beca$se of Ro$nding Off1
? 4he major diffic$lt! was of lang$age &roblem1 As the
3$estionnaire was in ?nglish5 so &eo&le were not interested in
filling it1 # had to s&ell o$t the meaning of Swhat is the
3$estion abo$t1
? )ew &eo&le did not have the time to fill $& or answer the
D$estionnaire1
? Peo&le were also not giving the e/act information like5 their
monthl! income5 age and s$ggestion etc1
? )ew &eo&le were not res&onding as we e/&ect from them and
the! were reacting for the s$rve! is cond$cted for false
&$r&ose1
? 4he! asked for some favor fill $& the 3$estionnaire1
? As the time was lees for cond$cting the s$rve!5 so the s$rve!
co$ld not be cond$cted in a large area1

74

SUGGESTIONS
G&&7 %.)/$+&',1+6, /%. 6+4&$/) $& -C,+'.,, ,C88.,,. W+$1 $1+, &%(/'+E/$+&'/)
&-F.8$+4. -&$1 6C-)+8 G 6%+4/$. -/'0, ,1&C)7 $%* $& =/+'$/+' / 9+'. -/)/'8.
-.$D..' 1+(1 ).4.) &9 8C,$&=.% ,/$+,9/8$+&' /'7 $1. HC/)+$* &9 ,.%4+8. 6%&4+7.7
-* $1.= -C$ +$ )/80, +' ,&=. ,.',.. T1.,. /%. $1. 9&))&D+'( ,C((.,$+&', $1/$
,1&C)7 -. $/0.' 8/%. &9 D1+). C6(%/7+'( $1. HC/)+$* &9 ,.%4+8. -* D1+81 $1.*
8/' -. /-). $& 6.'.$%/$. =&%. 8C,$&=.%,.

Suggestions and Recommendations:
? P#$l%& $a'() )*o#l+ ,a(e %'%,%a,%-e ,o %m./o-e ,*e 0o/(%'g &o'+%,%o') o1 ,*e%/
AT2 ma&*%'e)!

? P#$l%& Ba'() )*o#l+ %m./o-e ,*e $e*a-%#o/ & 3#al%,%e) o1 )e/-%&e) ./o-%+e+
$4 ,*e%/ C#),ome/ Ca/e U'%, 5S.e&%all4 ALLA6ABA7 BANK & SBI8! -e'
%' &a)e o1 P/%-a,e Ba'() ,*e/e 0e/e 1e0 +%))a,%)1%e+ &#),ome/) 5 ).e&%all4
IN7USIN7 BANK8! So ,*e4 )*o#l+ ,a(e &a/e 1o/ ,*%)!
? I' P#$l%& Se&,o/ Ba'()9 ALLA6ABA7 BANK & I7BI 'ee+ ,o %'&/ea)e ,*e
'#m$e/ o1 %,) AT2 &e',/e!
? P#$l%& Ba'() )*o#l+ ),a/, ./o-%+%'g .a4%'g )l%.) 5 ).e&%all4 ALLA6ABA7
BANK & PNB8 a, %,) AT2 &e',e/)!

? P#$l%& Ba'() )*o#l+ ,a(e %'%,%a,%-e ,o %m./o-e e'-%/o'me', & 1a&%l%,%e)
./o-%+e+ a, %,) AT2 &e',e/)!
? P#$l%& Ba'() )*o#l+ ./o-%+e $e,,e/ ).e&%al o11e/) & .ol%&%e) 0%,*%' ,*e &o),!
? P/%-a,e Ba'() )*o#l+ %'&/ea)e ,*e%/ '#m$e/ o1 AT2 &e',e/) 5 ).e&%all4
IN7USIN7 BANK8 %' Va/a'a)% &%,4!
75

? P/%-a,e Ba'() )*o#l+ /e+#&e %,) &*a/ge) a) 1a/ a) .o))%$le 5 ).e&%all4
IN7USIN7 BANK8!
BIBLIOGRAPH5
R.,./%81 M.$1&7&)&(* (M.$1&7, /'7 T.81'+HC.,) 3 C. R. KOTHARI
M.$1&7&)&(* &9 %.,./%81 +' ,&8+/) ,8+.'8., 3 K%+,1'/ ,D/=+
S$/$+,$+8/) M.$1&7 V- S.P. GUPTA
S./%81 E'(+'. DDD.(&&()..8&.+'
DDD./)$/4+,$/.8&=
D.- ,+$., A)) $1. &99+8+/) D.-,+$., &9 B/'0,
+'8)C7.7 +' $1. ,C%4.*



76

.$%STIO&&AI"%

S$B/%CT : Comparative studies Of ATM Services Provided By
Public Banks & Private Banks In aranasi City !rom Consumer Point Of
ie" #Oct$%ov &''().
*ear Sir+Madam,
I, student of P-*BM course of
conductin. a field survey on ATM Services Provided by Public Banks &
Private Banks in aranasi City.
T/is survey is a part of my partial fulfillment of P-*BM
course. Please provide relevant information by fillin. t/e 0uestionnaire
to make my survey more compre/ensive. All details from your part "ill
not be disclosed. *o not leave any item.
PERSONAL DETAILS (FOR
CONSUMERS):
NAME : ………………………………………..
AGE : ………………………………………..
ADDRESS : ………………………………………..
CONTACT NO : ……………………………………
OCCUPATION: …………………………………………
77

SALARY: ………………………………………….
SI'&AT$"%0 (AT%+
Scale of Rating: - 1=S$%&'()* D+,,atisfactory 2= D+,,atisfactory 3=Poor =Be!o" #$era%e
&=#$era%e '=Fair (=)ood *=+ery )ood ,= -.ce!!ent 1/=O0tstandin%
11 23ic3 Bank4s5 Banks4 #T6 Card do yo0 0se7
SBI #88#H#B#D B#9: PU9;#B 9#TIO9#8 B#9: IDBI UTI
ICICI HDFC I9DUSI9D B#9: #9< OTH-= >>>>>>>>>>>>>>>?

21 23ic3 of t3e fo!!o"in% ser$ices yo0r Bank Aro$ide t3ro0%3 t3e #T67
Bi!! PayBent PreAaid =ec3ar%e 6ini StateBent Ba!ance -nC0iry M&-+). B/'0+'(
Sin%!e card for a!! yo0r #cco0nts PI9 c3an%e faci!ity A'* &$1.% 222222222222
31 Ho" B0c3 BiniB0B Da!ance yo0 are reC0ired to 3a$e in yo0r acco0nt for 3o!din% t3e #T6 card7
# 3 2### 2### 3 "### "### 3 1#### /-&4. 1####
1 23at is cas3 "it3dra"a! !iBit offered Dy yo0r DankE "it3in 2 3o0rs of #T6 0se7
"### 3 1#### 1#### 3 1"### 1"### 3 2#### A-&4. 2####
&1 Do yo0 0se yo0r #T6 card for s3oAAin% instead of Aayin% Cas37
5., N&
#1 If <esE "3at are t3e Bain AroD!eBs yo0 face "3i!e 0sin% yo0r #T6 card for s3oAAin%7
9ot acceAted e$ery "3ere S3oAs increase t3eir Arice "3en Aayin% Dy card
B/'0 /66)+., 1+(1 1+77.' 8&,$ I don4t 3a$e any AroD!eB I9 /'* &$1.% 222222222222222222..

B1 If 9oE "3at are t3e Bain reasons De3ind yo0r decision7
6y #T6 card does not a!!o" t3is 9ot acceAted e$ery "3ere S3oAs increase t3eir Arice "3en Aayin% Dy card
B/'0 /66)+., 1+(1 1+77.' 8&,$ I can not tr0st it it is not con$enient I9 /'* &$1.% 22222222222..
'1 Do yo0r #T6 Card ser$ices Aro$ide Internet Bankin%7

5., N& C/'<$ S/*
(1 23ic3 kinds of notes do yo0 Arefer to De disAensed Dy #T67
1# 2# "# 1## "## 1###
*1 Does yo0r Dank Aro$ide Aayin% s!iA @for s0DBittin% Boney in yo0r acco0nt1 at its #T6 centers7
5., N& C/'<$ S/*
,1 Ho" do yo0 rate t3e oAerationa! f0nctiona!ity @0ser friend!iness1 of yo0r Dank4s #T6 Bac3ines7
78

V.%* S+=6). ,+=6). F/+% C&=6).> H+(1)* C&=6).>
1/1 Ho" B0c3 yo0 are satisfied "it3 t3e !ocations H n0BDers of #T6s centers of yo0r Dank in +aranasi city H
in ot3er cities7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
111 Ho" do yo0 rate t3e resAonse of yo0r Bank4s #T6 "it3 re%ard to sAeed of transactionsE a$ai!aDi!ity and
do"ntiBe7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
121 Ho" do yo0 rate t3e interna! en$ironBent faci!ities @Sec0rity )0ardE #CE !i%3t faci!itiesE c!eannessE Drinkin%
2ater ect?1 Aro$ided Dy yo0r Dank at its #T6 centers7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>>>>>>>
131 Ho" do yo0 rate t3e Ain code and #T6 card de!i$ery systeB of yo0r Dank7
1 2 ! " ? @ A B 1#

a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>>>>>>>
11 Ho" do yo0 rate t3e sAecia! offers @ e%- Aoints on A0rc3asin% in 3aAAy 3o0rs1 %i$en Dy yo0r Dank on
s3oAAin% t3ro0%3 #T6 card7

9o s0c3 offers 1 2 ! " ? @ A B 1#
1&1 Ho" do yo0 rate t3e "orkin% condition H Baintenance of #T6 Bac3ines of yo0r Dank7
1 2 ! " ? @ A B 1#

a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>>>>>>>
1'1 Ho" do yo0 rate sAecia! Ao!icies @ e%- 6edica! Ins0ranceE 8IC etc?1 %i$en Dy yo0r Dank on yo0r #T6 card7
9o s0c3 offers 1 2 ! " ? @ A B 1#
1(1 Ho" do yo0 rate t3e Arocess of iss0in% a d0A!icate #T6 card or ne" Ain code Dy yo0r Dank7

1 2 ! " ? @ A B 1#
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>>>>>>>
1*1 Ho" do yo0 rate t3e ser$ices Aro$ides Dy yo0r Dank4s #T6 "it3 resAect to its c3ar%es7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
1,1 Ho" do yo0 rate ser$ices H De3a$io0r of yo0r Dank4s c0stoBer care 0nit7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
a1 if yo0 3a$e faced any AroD!eBE A!ease Bention >>>>>>>>>>>>>>>>>>>>>>>>>>>
2/1 If yo0 "ant to 3a$e anot3er #T6 card of any ot3er DankE "3ic3 Dank4s #T6 card "i!! yo0 Arefer7
SBI #88#H#B#D B#9: PU9;#B 9#TIO9#8 B#9: UTI ICICI
HDFC IDBI I9)+<#S# I9DUSI9D B#9: #9< OTH-= >>>>>>>>>>>>>>>?
79

211 If yo0 3a$e faced any AroD!eB re%ardin% t3e !ocation of yo0r Dank4s #T6 centreE A!ease S0%%est a A!ace "3ere yo0r
Bank s3o0!d insta!! an #T6 Bac3ine?
>>>>>>>>>>>>>>>>>>>>>>>>>>>>??
221 23at is yo0r o$era!! satisfaction ratin% "it3 yo0r Bank #T6 ser$ices7 @Sca!e 1/1
1 2 ! " ? @ A B 1#
80

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