Paper Key : IRJ************046
Author: Cecilia Farida Goveas ,Kiran Prasad B
Date Published: 20 Jan 2024
Abstract
This study analyzes the efficacy of ATMdebit cards as a modern banking tool for delivering customer satisfaction, using a survey of 50 bank customers in Mangalore. Parameters assessed include convenience, ease-of-use, availability, speeds, reliability, security, rewards, and issue resolution. Findings show 96% find ATMs improve access, especially for withdrawals, balance checks, and mobile top-ups. However, 64% use ATMs less than weekly, indicating digital payments are reducing cash reliance. Regarding satisfaction, 82% want security guards and CCTVs at ATMs, but only 24% are happy with banks complaint resolution. Public sector bank customers face more outages, cash shortages, and usage difficulties versus private banks. Still, 60% are satisfied with ATM availability. Only 30% receive rewards, and over 50% dont utilize them, chiefly owing to lack of awareness. Finally, 68% are satisfied, but just 24% fully satisfied, with cash availability. Recommendations to enhance services include improved security infrastructure, increased uptimeavailability via preventive maintenance, customized interfaces based on usage patterns, simplified rewards redemption procedures, and advanced cash forecasting technologies.
DOI LINK : 10.56726/IRJMETS48331 https://www.doi.org/10.56726/IRJMETS48331