CUSTUMERS'PERCEPTION OF AUTOMATED TELLER MACHINES - A STUDY ON ATM SERVICES OF INDIAN OVERSEAS BANK, PUDUKKOTTA

banking sector in India is facing challenging times with advent of globalization,
privatization and liberalization in India. The banks are now facing challenges on
cost reduction, innovative products and technology. Such as Net banking, mobile
banking, ATMs and bill payments are the buzzwords that banks are using to attract
the customers. Primarily this study aimed at the performances of ATM services of
Indian Overseas Bank in Pudukkottai District. This is a case study approach. The
customers of Indian Overseas Bank are selected on a simple random sampling
method. Administering questionnaire to 320 respondents their perceptions are
ascertained on various aspects of ATMs. Majority of the respondents from middle
and higher income groups, degree and above qualification holders and male
category expressed that factors like safety of the service, service rendered by the
bank, nearness of the service, friends and relatives played a significant role in
choosing this service. It is further ascertained that all other factors played
supplementary role in selecting the service. With regard to overall satisfaction of the
respondents about the ATM services it is ascertained that majority from middle and
higher income groups and degree and above qualification holder expressed good
and very good opinion about this service, however others expressed average
performance which needs a separate study to tackle it properly.