INTRODUCTION

1
 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”.

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

2
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.

3
 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

4
OBJECTIVE OF THE
PROJECT

5
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

6
IMPORTANCE OF
THE STUDY

7
 Importance 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

8
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

METHODOLOGY
9
 OF THE STUDY

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.

10
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.

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:

11
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

12
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

13
EXECUTIVE
SUMMARY

14
 EXECUTIVE SUMMARY

ATM – REVOLUTION IN BANKING INDUSTRY

As is often the case with inventions, many inventors contribute to the history of an
invention. In the case of the ATM, Don Wetzel invented the first successful and
modern ATM in the USA, however he was not first inventor to create an ATM. In
1939, Luther George Simjian started patenting an earlier and not-so-successful
version of an ATM. An automatic teller machine or ATM allows a bank customer to
conduct their banking transactions from almost every other ATM machine in the
world

Don Wetzel

Don Wetzel was the co-patentee and chief conceptualist of the automated teller
machine, an idea he said he thought of while waiting in line at a Dallas bank. At
the time (1968) Wetzel was the Vice President of Product Planning at Docutel, the
company that developed automated baggage-handling equipment. It took five
million dollars to develop the ATM. The concept of the modern ATM first began in
1968, a working prototype came about in 1969 and Docutel was issued a patent in
1973. The first working ATM was installed in a New York based Chemical Bank

The first ATMs were off-line machines, meaning money was not automatically
withdrawn from an account. A computer network to the ATM. not (at that time)
connected the bank accounts. Therefore, banks were at first very exclusive about
who they gave ATM privileges to. Giving them only to credit card holders (credit
cards were used before ATM cards) with good banking records. Wetzel, Barnes and
Chastain developed the first real ATM cards, cards with a magnetic strip and a

15
personal ID number to get cash. ATM cards had to be different from credit cards
(then without magnetic strips) so account information could be included

(http://inventors.about.com/library/inventors/blatm.htm)

Luther George Simjian

Starting in 1939, Simjian registered 20 patents related to the device and persuaded
what is now Citicorp to give it a trial. After six months, the bank reported that there
was little demand.

"It seems the only people using the machines were a small number of prostitutes
and gamblers who didn't want to deal with tellers face to face," wrote Simjian.

Later, of course, the idea caught on, and today, modern versions of the automatic
teller machine stand on nearly every street corner. Despite the notoriety that came
with his ATM concept.

(http://web.mit.edu/invent/iow/simjian.html)

Cash Technologies, Inc. Introduces New Transaction Processing System to

Revolutionize the Traditional ATM

According to ATM developer and DocuTel employee Don Wetzel, "We never did
see the ATM as just a cash dispenser. We thought it had to be a machine that did
most of the functions of a teller including transferring money, taking payments and
issuing cash advances. But, nearly 30 years later, the ATM is still not much more
than a cash dispenser. In fact, out of the nearly 220,000 ATMs installed in the
U.S., research shows nearly half provide only cash dispensing transactions. And,
only five percent of the remaining ATMs do anything more than the original, basic

16
bank account functions -- even though consumers are demanding more twenty-four
hour services from their local bank.

Why? The answer is simple:

The protocol used by ATMs, which was developed at their inception, does not
support additional on-line services such as check cashing, bill payment, money
order issuance and event ticketing.

With U.S. ATM cardholders completing more than 8.3 billion transactions last
year, financial networks and institutions have invested heavily in making sure that
consumers can withdraw money from San Francisco to Singapore rather than
allowing consumers to purchase new financial and other services at their local
ATM.

Cash Tech's EMMA transaction processing system will allow ATMs to quickly
execute complex transactions over multiple networks.EMMA uses a message
structure which provides an open architecture for new application development
without requiring modifications to host software.

For the first time, communication between four primary channels:

(1) The ATM network

(2) The credit card (POS) network,
(3) The Automated Clearing House (ACH) network and
(4) Cash will interface seamlessly.

17
With the new EMMA platform, ATMs are on their way to becoming electronic
convenience kiosks, capable of event and airline ticketing, electronic bill payment,
and connecting to an alternate host via the Internet."
With ATMs becoming such a formidable delivery channel, banks are weighing
whether to configure their ATMs to do more than just standard cash withdrawals.
http://www8.techmall.com/techdocs/TS9906178.html

18
REVIEW OF
LITERATURE

19
 ATM INDUSTRY STATUS IN INDIA

In India ATM is still a new technology. With the emergence of private sector Banks
like ICICI Bank, IDBI Bank, HDFC Bank etc. the number of ATM centres has
increased tremendously. There are presently all types of Banks offering ATM
services. For example State Bank of India (a Public Sector Bank), ICICI Bank (a
Private Bank), Citibank (A Foreign Bank), Greater Bombay CO-OP Bank (a co-op
Bank).

The Banks are offering various services like Cash withdrawal, fund transfer,
Balance enquiry etc.

The Banks have tie-ups in between them for sharing of their services this may be
bilateral or multilateral by way of consortium like SWADHAN.

20
 AUTOMATIC TELLER MACHINES (ATMS) SHARED BY A
CONSORTIUM OF BANKS

Each bank provides its own computer to maintain its own accounts and process
transactions against them. Cashier stations are owned by individual banks and
communicate directly with their own bank’s computers. Human cashiers enter
account and transaction data. Automatic teller machines communicate with a
central computer that clears transactions with the appropriate banks. An automatic
teller machine accepts a cash card, interacts with the user, communicates with the
central system to carry out the transaction, dispenses cash, and prints receipts. The
system requires appropriate record-keeping and security provisions. The system
must handle concurrent accesses to the same account correctly. The banks provide
their own software for their own computers; you are to design the software for the
ATMs and the network. The cost of the shared system is normally apportioned to
the banks according to the number of customers with cash cards.

In India very good example of such consortium is SWADHAN NETWORK.

SWADHAN NETWORK is a net work of various public sector Banks, Private
Banks and Co- operative Banks with nationwide coverage.

SWADHAN

SWADHAN, India’s FIRST Shared Payment Network Service is unsurpassed in

offering countrywide access to the banking operations at more than 1000 ATMs in
and around 64 cities. It has 55 member banks in the network, which includes
nationalized, private and foreign banks. SWADHAN provides convenient banking,
24 hours a day and 7 days a week through the Automated Teller Machines to the

21
participating bank’s customers across the country. With SWADHAN, the bank
customers are never far away from an ATM.

The member bank’s customer can withdraw money anytime from any of the ATM
irrespective of the bank with which the customer has an account. It offers services
beyond cash withdrawals, like utility bill payment, fund transfer and deposits.
SWADHAN widens the scope of ATM usage in the country in a cost effective
manner. A member bank of SWADHAN can increase its geographical presence
without deploying ATMs in all the locations; instead it can share and use ATMs of
other banks, thereby saving a substantial amount. Likewise, the customer of the
bank is highly benefited by having a nation-wide access to the card, without
holding multiple accounts in different banks.

The average transaction per day in the SWADHAN network is around 2500.
The largest and only Shared Payment Network System (SPNS) in India,
SWADHAN is posting a very impressive growth rate since its inception. In 1997,
at the start of the network, the number of ATMs in SWADHAN Network was only
around 24, whereas today it is grown close to 1000 ATMs. Today, in the country,
25% of the ATMs are networked to SWADHAN. Everyday brings new ATMs and
banks to the network.

Being the leading light in Shared Payment Network System for debit cards in
India, it has auspicious plans to provide connectivity to the international payment
networks, such as master card and visa in a very formidable way. It is poised to
enable the existing system for e-payments thereby helping the banks excel in an e-
powered service.

22
 ATM SERVICES OF PNB
&
SBI BANK IN INDIA
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.

23
 • Balance Enquiry:

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.

24
COMPANY PROFILE

25
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 2009)

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

26
 12. Shri Arun Ramanathan
13. Smt. Shyamala Gopinath

TRANSFORMATION JOURNEY IN STATE BANK OF INDIA

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

27
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 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

28
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.

29
 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.

30
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. The rest were government nominees, invariably civil servants, one of whom
was elected as the president of the board.

31
 Group Photogaph of Central Board (1921)

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

32
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.

Old Bank of Bengal

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

33
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

SBI's Retail Banking

34
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

35
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

36
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

37
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

38
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

Sharing under Maestro/
network Master Card/
banks 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.

39
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

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

40
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.

WITHDRAWAL LIMIT: -

41
i) Cash Withdrawals (per day) :

India Abroad
Minimum Rs. 100 Depends on the Bank
whose ATM is being used
Maximum Rs. US$1000 or equivalent
45000

ii) Transaction at POS (per day) :

India Abroad
Maximum Rs. US$1000 or
1,00,000 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: -
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: -

42
 Type of Transactions at Transactions at Transactions at
transaction ATMs of Banks ATMs of other ATMs under
under Banks under Maestro /
arrangements for Maestro / Master
Master Card/
Bilateral Sharing Card/ Cirrus
Cirrus network
of ATM Network network (In India)
(Abroad)
(A) (B) (C)
Cash Rs. 25/- * Rs. 50/- * Rs. 150/- *
Withdrawal
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

Eligibility:

43
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

44
45
COMPANY
PROFILE

PUNJAB NATIONAL BANK

46
PROFILE

47
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 bank

48
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:

49
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 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

50
 Awards & Achievements of Punjab
National Bank in Recent Times

at the IDRBT Banking Technology

"Best IT Team of the Year
awards for the year 2005-06.
Award"
SKOTCH Challenger for Change Management for the year
Award 2005-06
Best IT User in Banking &
by NASSCOM in partnership with
Financial Services Industry
Economic Times
- 2004
for Excellence in Corporate
Golden Peacock Award Governance - 2005 by Institute of
Directors
FICCI's Rural for Excellence in Rural Development
Development Award - 2005
Skotch Challenger Award
for becoming a pioneer in Public
for Exemplary use of
Banks - 2005
Technology
Golden Peacock National
by Institute of Directors
Training - 2004 & 2005
National Award for Ranked 2nd for 4 consecutive years -
Excellence in SSI Lending 2002, 2003, 2004 & 2005
Banking Technology
Awards 2004 Jointly Adjudged by IBA, Finacle &
Runner up in 'Best IT Team TFCI
of the Year Award 2005'
Money Outlook Award -
2004
Runner up in 'Best Bank
(public Sector) of the year
51
 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.

52
 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

53
 • 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

54
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
11. Tamilnadu Merchantile Bank
12 .The Dhanalakshmi Bank
13. The Jammu & Kashmir Bank

55
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

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.

56
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.

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

57
Debit Card shall not be issued unless mandate for operation of account is changed
to “Either or Survivor” or “Former or Survivor” basis.

FINDING &
ANALYSIS

58
 Finding and Analysis
Q1. Do you have account in
Table 1

State Bank of India 38

Punjab National Bank 22

Both 19

Others 21

State Bank of India

Punjab National
Bank
Both

Others

Interpretation

59
Q2. Do you have ATM Services with your account
Table 2

Yes 68

No 22

Yes
No

Interpretation

60
Q3. Which of these is the most important reason for possessing ATM card/s?
Table 3

Bank offered Free 55

For emergency purpose 60

Availability of many ATM centres 40

24 hour accessibility 20

Bank offered Free

11% For emergency

31%
23% purpose
Availability of
many ATM centres
35%
24 hour
accessibility

Interpretation

61
Q4 How frequently do you use ATM card in a week?
Table 4

Less than 3 times 12

3-5 times 18

5 to 8 17

More than 8 times 21

26% 24% 3-5 times

5 to 8
More than 8 times
22% 24 hour accessibility
28%

Interpretation

62
Q5. What is the purpose/s for using ATM? (Tick one or more)
Table 5

Cash Withdrawal 45

Balance Inquiry 13

Balance Transfer 2

Others 8

Cash Withdrawal

Balance Inquiry
23%
Balance Transfer
9% 51%
2%
15% Others

24 hour
accessibility

Interpretation

63
Q6. How much time do you spend waiting in queue at ATM?
Table 6

SBI (38/100 Customers) PNB(22/100 Customers)

Less than 5 min 8 12

5 min to 10 min 28 6

10 min or more 2 4

30 28

25

20
SBI (38/100
Customers)
15 12 PNB(22/100
Customers)
10 8
6
4
5 2

0
Less than 5 5 min to 10 10 min or
min min more

Interpretation

64
Q7. How long does it take to process your transaction at the ATM centre?
Table 7

SBI (38/100 Customers) PNB(22/100 Customers)

Less than 5 min 25 18

5 min to 10 min 10 4

10 min or more 3 0

30
25
25

20 18
SBI (38/100
Customers)
15
PNB(22/100
10 Customers)
10

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

Interpretation

65
Q8. Have you ever been cheated our your ATM has been misused without
Your permission
Table 8

SBI (38/100 Customers) PNB(22/100 Customers)

Yes 2 0

No 36 22

40
36
35
30
25 22
Yes
20
No
15
10

5 2
0
0
SBI (38/100 PNB(22/100
Customers) Customers)

Interpretation

66
Q9. Did you complaint for the fraud and any action taken by Bank Authority
Table 9

SBI (2/38 Customers) PNB(0/0 Customers)

Yes 2 0

No 1 0

2.5

2
2

1.5
Yes
1 No
1

0.5

0 0
0
SBI (2/38 Customers) PNB(0/0 Customers)

Interpretation

67
Q10. What are the additional services provided by your bank at ATM
centres?(Tick one or more)
Table 10

SBI (38/100 Customers) PNB(22/100 Customers)

Cash Deposit 0 0

Cheque Deposit 0 0

Bill Payments 38 22

Phone bank 0 0

Other 20 12

40 38

35
30
25 22 SBI (38/100
20 Customers)
20
PNB(22/100
15 12
Customers)
10
5 00 00 00
0
it
t

nk

er
ts
si

os

th
po

en

ba
ep

O
m
De

e
D

ay

on
ue
sh

ll P

Ph
eq
Ca

Bi
Ch

Interpretation

68
Q11. How much satisfied are you with your ATM service?
Table 11

SBI (38/100 Customers) PNB(22/100 Customers)

Highly Satisfied 4 2

Very Satisfied 6 2

Satisfied 18 10

Less Satisfied 5 6

Not Satisfied 5 2

20 18
18
16
14
SBI (38/100
12 10 Customers)
10
PNB(22/100
8 6 6
5 5 Customers)
6 4
4 2 2 2
2
0
d

d
d

d
d

f ie

fie

fie
f ie
fie

t is

tis

is
t is
tis

at
Sa
Sa

Sa
Sa

tS
y

ry

ss

No
hl

Ve

Le
g
Hi

Interpretation

69
Q12. How much secured do you feel to use ATM card?
Table 12

SBI (38/100 Customers) PNB(22/100 Customers)

Highly Secured 8 2

Very Secured 10 2

Secured 15 14

Less Secured 4 4

Not Secured 1 0

16 15
14
14
12
10
10 SBI (38/100
8 Customers)
8
PNB(22/100
6 Customers)
44
4
2 2
2 1
0
0
d

ed
d

d
re

re
re

re

ur
cu

cu

cu

cu

ec
Se
Se

Se

Se

tS
y

ry

ss

No
hl

Ve

Le
g
Hi

Interpretation

70
Q16. Do they run out of cash frequently?
Table 16

SBI (38/100 Customers) PNB(22/100 Customers)

Always 18 5

Sometimes 18 10

Never 2 7

20
18 18
18
16
14
12 SBI (38/100
10 Customers)
10
PNB(22/100
8 7
Customers)
6 5
4
2
2
0
Always Sometimes Never

Interpretation

71
FINDING AND
CONCLUSION

72
 FINDINGS AND CONCLUSION

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

73
 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.

• 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.

74
RECOMMENDATIONS

75
 RECOMMENDATIONS

The findings and the conclusions reveal that there is a lot of changes which
can be brought about to improve the perception and satisfaction of the customers
towards 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.

76
ANNEXURE

77
BIBLIOGRAPHY

78
 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 mins10 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

79
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____________________________________
Q20. Which face comes closet to expressing how you feel about your ATM service?

80
 Signature of respondent
Thank You

81