A RESARCH REPORT On

CUSTOMER SATISFACTION ON ATM SERVICES: A CASE STUDY OF DENA BANK

At

Submitted to (Jiwaji University, Gwa ior!

"or t#e $artia %u %i ment o% t#e award o% &aster o% 'usiness Administration (())*+()),! Submitted by (S#i $a Sen-er!

Estd. 2002

INSTITUTE OF INFORMATION TECHNOLOGY & MANAGEMNT

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DECLARATION
T#is is to de0 are t#at t#e Resear0# Re$ort #as been a00om$ is#ed by me and bein- submitted in $artia %u %i ment o% re1uirement %or t#e award o% t#e 2e-ree o% &aster o% 'usiness Administration %rom institute o% 3n%ormation te0#no o-y and mana-ement a%%i iated to Jiwaji University Gwa ior T#is wor4 #as not been submitted by me anyw#ere e se %or t#e award o% any de-ree or di$ oma5 A sour0es o% in%ormation are based on my on job trainin- e6$erien0e and ea

Shilpa Senger
MBA-4th Semester

ACKNOWLEDGEMENT
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3t is a -reat $ easure %or me to $ut on re0ords my a$$re0iation and -ratitude towards Mrs !an"ana Bharti (A5H5O525 o% &5'5A5 2e$artment! %or #is en0oura-ement towards $re$aration o% t#is re$ort5 3 wou d i4e to e6$ress my dee$ sense o% -ratitude to $ro%5 Preeti sin-# %or -ivin- me va uab e su--estion and en0oura-ement5 3 o%%er #eart %e t t#an4 to my Parents, 'rot#ers and a my %riends %or t#eir mora su$$ort and ins$iration

S#i $a Sen-er

Contents
Contents555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555557 38TRO2UCT3O855555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555559 7/Pa-e

Obje0tive:555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555; Proje0t 3ntention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otentia areas w#ere e+'an4in- 0an be used :+5555555555555555555555555555555555555555555555555555555555555555555? E+ 'A8<38G 2E@3>ARA CHA88E@55555555555555555555555555555555555555555555555555555555555555555555555555555, AT&:555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555, 3>R (3ntera0tive >oi0e Res$onse!:5555555555555555555555555555555555555555555555555555555555555555555555555555555, C2& (Cas# 2e$osit &a0#ine!:555555555555555555555555555555555555555555555555555555555555555555555555555555555555, POS (Point o% Sa e!:55555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555, TAPES O" R3S< 38 E+'A8<38G:5555555555555555555555555555555555555555555555555555555555555555555555555555555555.) 3m$a0t o% e+'an4in- in traditiona servi0e:555555555555555555555555555555555555555555555555555555555555555555555555.. E>O@UT3O8 O" E'A8<38G55555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.. BHAT &A2E E+'A8<38G SO H3TC55555555555555555555555555555555555555555555555555555555555555555555555555555.( Rea time 'an4in-555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.( (DE* 'an4in-555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.( 'an4in- %rom anyw#ere555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.( Sa%e and se0ure 'an4in-555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.( Easy @oans, 3nstant @oans555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.7 Hi-# Per%orman0e and % e6ibi ity5555555555555555555555555555555555555555555555555555555555555555555555555555555.7 ETH3CS 38 E+ 'A8<38G5555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.7 CUSTO&ER SA3S"AT3O8 O" AT& SER>3CES: A Case Study o% 2ena 'an455555555555.7 38TRO2UCT3O8555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.D Obje0tive o% t#e study5555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.D @imitation o% study55555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.D &et#odo o-y o% t#e study5555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.9 About 2ena 'an4555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555.; Review o% iterature555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555., D/Pa-e

"indin-55555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555(( Summary o% "indin-555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555(; Con0 udin- remar45555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555(? Re%eren0es55555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555555(,

INTRODUCTION
3n t#e 0urrent a-e, every a$$ i0ation is bein- $orted to web and a ows t#e user to 0onne0t wit# t#e system and wor4 on ine5 3t #as a owed removin- t#e barriers o% t#e time and distan0e5 Com$etition and 0#an-es in te0#no o-y and i%e sty e #ave 0#an-ed t#e %a0e o% 'an4in-5 'an4in- bein- t#e main %inan0ia ba04 bone o% any e0onomy stays be#ind5 8ow a day, 'an4s are see4in- a ternative ways to $rovide and di%%erentiate t#eir servi0es5 On ine 'an4in- or e+'an4in- an be as on ine system w#i0# a ow 0ustomers to $ u- into a #ost o% 'an4in- servi0es %rom a $ersona 0om$uter by 0onne0tin- wit# t#e 'an4 Fs 0om$uter over te e$#one wires5 Te0#no o-y 0ontinuous to ma4e on ine 'an4in- easier %or avera-e 0onsumers5 'an4s use a verity o% names %or on ine servi0es, su0# as PC 'an4in-, #ome 'an4in-, e e0troni0 'an4in- or internet 'an4in-5 Re-ard ess o% t#e name, t#ese systems o%%er 0ertain advanta-es over traditiona 'an4in- met#ods5 T#is a$$ i0ation is desi-n to im$ ement t#e 'an4in- so ution on t#e web to enab e t#e 0ustomer to transa0t, sittin- at t#eir PC, ma4in- t#eir a00ount avai ab e to t#em (D #ours a day5 T#e system s#ou d a ow t#e 0ustomers to$ $er%orm t#e %o owin- tas4s on ine: >iew A00ount between on ine5 Trans%ers between a00ounts5 C#e1ue boo4 issue re1uest5 22 issue re1uest detain5

T#e system s#ou d a ow t#e 0ustomers to$ $er%orm t#e %o owin- tas4s on ine: 9/Pa-e

O$en a new a00ount and 0reate a new user5 Servi0e t#e 0#e1ue boo4 issue re1uest5 Servi0e t#e 22 issue re1uest5 "reeGe E un%reeGe an a00ount5

Objective:
Obje0tive o% t#is $roje0t is to a ow t#e 'an4 to e6$ose its %un0tiona ity on t#e web, ma4in- t#eir servi0e avai ab e to t#e user+ 0ustomer ma4e t#em satis%ied5 B#i e t#e 0ustomers enjoy o$eratin- t#eir a00ount sittin- in t#eir #omes, t#e 'an4 o%%i0ia , wor4inas administration o% t#e system are e6$ose to t#e servi0e areas o% t#e a$$ i0ation5 T#is resear0# $ur$ose is to %ind t#e eve o% 0ustomer satis%a0tion %or AT& servi0es5

Project Intention:
To %ind oo$#o es in AT& servi0es To deve o$ 0om$uteriGed system to #and e a ty$es o% transa0tion o00urrin- in t#e 'an45

EMERGENCE OF EBANKING
Com$uter #as eased #uman i%e5 Every day new dimensions o% its uti ity are emer-in-5 E+'an4in- is one o% t#e -i%ts to #uman bein-s by 0om$uter te0#no o-y5 Use o% 0om$uters #ave automated 'an4in- $ro0ess and t#us #as -iven birt# to e+'an4in-+'an4in- is a %ast s$readin- servi0e t#at a ows 0ustomers to use 0om$uter to a00ess a00ount+s$e0i%i0 in%ormation and $ossib y 0ondu0t transa0tions %rom a remote o0ation + su0# as at #ome or at wor4$ a0e5 Use o% internet #as made every t#in- avai ab e at your %in-er ti$5 @ot o% websites is ready to serve you, just at your mouse 0 i045AT& 0ards, 0redit 0ards ,debit 0ards, smart 0ards ,a t#ese #ave eased #uman i%e u$ to su0# a e6tent t#at today i%e wit#out t#ese seems to be #ard, %u o% misery5 ;/Pa-e

DEFINATION OF E BANKING:
#Ele$tr%ni$ Ban&ing %r e-Ban&ing is the pr%$ess '( )hi$h a $*st%mer $an per+%rm Ban&ing transa$ti%ns ele$tr%ni$all( )ith%*t ph(si$all( ,isiting the Ban&s %r +inan$ial instit*ti%ns5H E+'an4in- or on ine 'an4in- is a $ower%u Iva ue addedI too to attra0t and retain new 0ustomers w#i e it #e $s to e iminate 0ost y $a$er #and in- and te er intera0tions in an in0reasin- y 0om$etitive 'an4in- environment5 Trust %a0tor va ues #i-# in im$ ementinsu0# 4ind o% servi0e and so #i-#er $riority is -iven to t#e se0urity in%rastru0ture5

CHARECTERISTIC OF E BANKING:
S$eed o% te0#no o-i0a 0#an-e, C#an-in- 0ustomer e6$e0tations, 3n0reased visibi ity o% $ub i0 y a00essib e networ4s (e5-5, t#e 3nternet!, @ess %a0e+to+%a0e intera0tion wit# %inan0ia institution 0ustomers, 8eed to inte-rate e+'an4in- wit# t#e institutionJs e-a0y 0om$uter systems, 2e$enden0e on t#ird $arties %or ne0essary te0#ni0a e6$ertise, and Pro i%eration o% t#reats and vu nerabi ities in $ub i0 y a00essib e networ4s5

COMMON E BANKING SER!ICE

Retail Ser,i$es A00ount mana-ement 'i $ayment and $resentment 8ew a00ount o$enin3nvestmentE'ro4era-e servi0es @oan a$$ i0ation and a$$rova A00ount a--re-ation

Wh%lesale Ser,i$es A00ount mana-ement */Pa-e

Cas# mana-ement Sma business oan a$$ i0ations, or advan0es Commer0ia wire trans%ers 'usiness+to+business $ayments Em$ oyee bene%itsE$ension administration

Potenti"# "re"$ %&ere e B"n'in( c"n be )$e* :

An()here Ban&ing- CitiGen be de$osit or wit#draw t#eir money anyw#ere in

0ountry irres$e0tive o% t#e bran0# w#ere #eir $arent a00ount is #e d5 T#is wi -ive -reater se0urity %or trave in- business $eo$ e to de$osit money 0o e0ted %rom traderK0 ients5 AT&s is anot#er mode o% anyw#ere 'an4in-, 0onsumer 0an use servi0es o% AT&s anyw#ere in 0ountry, redu0in- burden o% 0arryin- money w#i e trave in-5

Smart $ar" s%l*ti%n- Smart 0ards wi -ive #e $%u in brinin- -overnmenta servi0es and 'an4in- more osers to $eo$ e5 "ramer servi0e 0enter are e6am$ e o% t#is initiative5 Smart 0ards wi be -reater % e6ibi ity to users redu0in- t#e %rauds and ma $ra0ti0e w#at debit 0ards and 0redit 0ards are not ab e to o%%er5 On ot#er #and smart 0ard 0an e used as identi%i0ation 0ard %or number o% ot#er servi0es i4e drivini0ense, $ass$ort e e0tion 0ards and ot#er t#in-s5 Online a$$%*nt management- CitiGen 0an man-e t#eir a00ount on ine5 Anytime 'an4in-, it wi redu0e t#e time de ay and de$enden0y on 'an4 sta%% and timin- o% o$erations5

Online 'ill pa(ment- 3nternet 'an4in- is %re1uent y used %or a6 $ayments5 'i $ayments i4e o% e e0tri0ity, water, muni0i$a and te e$#ones5 &any $ub i0 se0tor 0om$anies are o%%erin- on ine $ayment servi0es %oe e5-5 &T8@, 'S8@ et05 3ndian Rai ways #as start on ine reservation system %or 0redit 0ards and debit 0ard#o der5 in ?/Pa-e

0omin- %uture even $erson #avin- internet 'an4 a00ount 0an boo4 sea on ine at ease o% t#eir #ome5

Online 'r%&erage- Stron- %inan0ia mar4ets are a ways ba04bone o% any

e0onomy5 T#rou-# e+'an4in- 0#anne s sto04 tradin- 0an rea0# to t#e $eo$ e w#o want to invest t#eir money in %inan0ia mar4ets but due to time 0onstraints t#ey are not ab e to visit t#e bro4er5

E BANKING DE+I!AR, CHANNE+

ATM:
An automated te er ma0#ine (AT&! is a 0om$uteriGed te e0ommuni0ations devi0e t#at $rovides t#e 0ustomers o% a %inan0ia institution wit# a00ess to %inan0ia transa0tions in a $ub i0 s$a0e wit#out t#e need %or a #uman 0 er4 or 'an4 te er5

I!R -Inter"ctive !oice Re$.on$e/:

3ntera0tive voi0e e60#an-e is t#e E+'an4in- de ivery 0#anne used %or transa0tion usinte e0om in%rastru0ture5 User dia s t#e number and se e0ts t#e o$tion usin- 4ey $un0#, o$erator res$onse on every 4ey $ress5 Customer -ives #is identi%i0ation by $rovidin- #is 83C and TP385

CDM -C"$& De.o$it M"c&ine/:

Cas# de$osit ma0#ine is t#e e e0troni0 ma0#ine used to de$osit t#e 0as#, 0#e045 C2& s0an t#e 0as# or 0#e04 and de$osit t#e amount in #is or #er $rovided a00ount number5

POS -Point o0 S"#e/:

Point o% sa e used %or retai transa0tion devi0e, 0ustomer $er%orm transa0tion by swa$$int#e 0ard on POS ma0#ine5 &ost o% t#e 0ustomer used debit or 0redit 0ard %or $ur0#asintransa0tion5 2i%%erent $ayment -ateway o%%ers t#eir servi0es to 'an4s su0# as >3SA, &aster et05 ,/Pa-e

T,PES OF RISK IN E BANKING:

T#e ris4s to w#i0# a 'an4 is $arti0u ar y e6$osed in its o$erations are: i1uidity ris4, 0redit ris4, mar4et ris4s (interest rate ris4, %orei-n e60#an-e ris4 and ris4 %rom 0#an-e in mar4et $ri0e o% se0urities, %inan0ia derivatives and 0ommodities!, e6$osure ris4s, investment ris4s, ris4s re atin- to t#e 0ountry o% ori-in o% t#e entity to w#i0# a 'an4 is e6$osed, o$erationa ris4, e-a ris4, re$utation ris4 and strate-i0 ris45

Li.*i"it( ris& is t#e ris4 o% ne-ative e%%e0ts on t#e %inan0ia resu t and 0a$ita o% t#e
'an4 0aused by t#e 'an4Js inabi ity to meet a its due ob i-ations5

Cre"it ris& is t#e ris4 o% ne-ative e%%e0ts on t#e %inan0ia resu t and 0a$ita o% t#e 'an4
0aused by borrowerJs de%au t on its ob i-ations to t#e 'an45

Mar&et ris& in0 udes interest rate and %orei-n e60#an-e ris45
Interest rate risk is t#e ris4 o% ne-ative e%%e0ts on t#e %inan0ia resu t and 0a$ita o% t#e 'an4 0aused by 0#an-es in interest rates5

/%reign e0$hange ris& is t#e ris4 o% ne-ative e%%e0ts on t#e %inan0ia resu t and
0a$ita o% t#e 'an4 0aused by 0#an-es in e60#an-e rates5 A s$e0ia ty$e o% mar4et ris4 is t#e risk of change in the market price o% se0urities, %inan0ia derivatives or 0ommodities traded or tradab e in t#e mar4et5

E0p%s*re ris&s in0 ude ris4s o% 'an4Js e6$osure to a sin- e entity or a -rou$ o% re ated
entities, and ris4s o% 'an4sJ e6$osure to a sin- e entity re ated wit# t#e 'an45 .) / P a - e

In,estment ris&s in0 ude ris4s o% 'an4Js investments in entities t#at are not entities in
t#e %inan0ia se0tor and in %i6ed assets5

I1."ct o0 e B"n'in( in tr"*ition"# $ervice:

E+'an4in- transa0tions are mu0# $heaper t#an bran0# or even $#one transa0tions5 E+'an4s are eas( t% set *p so ots o% new entrants wi arrive5 LO d+wor dJ systems, 0u tures and stru0tures wi not en0umber t#ese new entrants5 E+'an4in- is just 'an4in- o%%ered via a ne) "eli,er( $hannel5 3t sim$ y -ives 0onsumers anot#er servi0e (just as AT&s did!5

E!O+UTION OF EBANKING
E e0troni0 'an4in- started a%ter Se0ond Bor d Bar wit# t#e use o% $ro$rietary so%tware and $rivate networ4s5 3nternet made e'an4in- trustwort#y and use%u 5 3nternationa trade #as in0reased si-ni%i0ant y in $ost wor d war $eriod and wit# it monetary transa0tions between di%%erent 0ountries #ave in0reased5 E'an4in- #as %a0i itated tradin- between distant 0orners o% t#e wor d wit#out worryinabout monetary transa0tions5 E+0ommer0e #as -rown e6$onentia y over ast 7) years5 E e0troni0 2ata 3nter0#an-e (E23! and E e0troni0 "unds Trans%er (E"T! were introdu0ed in t#e ate .,*)s, to send 0ommer0ia do0uments i4e $ur0#ase orders or invoi0es e e0troni0a y5 3n .,?)Ms e'an4in- -ot a new dimension by t#e use o% 0redit 0ards, Automated Te er &a0#ines (AT&! and te e$#one 'an4in-5

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2HAT MADE E BANKING SO HIT34

"eatures w#i0# ma4e it so $o$u ar are =

Re"# ti1e B"n'in(

Un i4e traditiona 'an4in- w#i0# su%%ers %rom time 0onsumin- $ro0edures, e'an4in$rovides rea time 'an4in- to t#e 0ustomers5 Aou -et a t#e re evant in%ormation about your Aou 0an a00ess a a00ount instant y5 t#e detai s about your a00ount sittin- at #ome or at any distant

o0ation5 E'an4in- #as turned w#o e wor d into a sma vi a-e5

5678 B"n'in(
e'an4in- #as removed t#e time 0onstraint %rom 'an4in-5 8ow you 0an wit#draw 0as# or -et any 'an4in- %a0i ity anytime5 Aou are not re1uired to as4 'an4 em$ oyees %or it5 E e0troni0 system wi do a o% t#is %or you instant y5

B"n'in( 0ro1 "n9%&ere

2onMt worry i% you are sittin- in &idd e East 0ountry and want to 0#e04 you a00ount in 8ew Aor45 E'an4in- 0ertain y eaves no room %or b amin- t#e distan0es5 Smart 'an4inis ready to serve you anyw#ere, anytime5

S"0e "n* $ec)re B"n'in(

E e0troni0a y enab ed 'an4in- is more immune to se0urity and sa%ety re ated $rob ems5
Password 'ased En0ry$tion (P'E!, Se0ure So04et @ayer (SS@!, e e0troni0 si-natures and e e0troni0 to4ens -ives a #i-# eve o% se0urity5 Any ma %un0tionin- or any in0onsisten0y in your a00ount 0an be tra0ed easi y5 T#is ma4es e'an4in- more re iab e5

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E"$9 +o"n$: In$t"nt +o"n$

Use o% smart 0ards, debit 0ards, 0redit 0ards #as eased you %rom #atred, time 0onsuminoanin- $ro0edures5 Aour 'an4s $rovide you instant oans5 8o need to 4ee$ 0as# wit# you at a , a sma 0#i$ 0ard #as re$ a0ed $i es o% 0as#5

Hi(& Per0or1"nce "n* 0#e;ibi#it9

e'an4in- is a #i-# $er%orman0e system satis%yin- itMs 0ustomers %or t#eir every 'an4inre ated 1ueries and desires5

ETHICS IN E BANKING
Priva0y o% in%ormation about individua A00ura0y o% in%ormation Assesibity o% in%ormation Owners#i$ o% in%ormation 3nte e0tua $ros$erity

CUSTOMER SAISFATION OF ATM SER!ICES: A C"$e St)*9 o0 Den" B"n'

T#e Automated te ers ma0#ine (AT&! 3s one ty$e o% innovation t#at 0an me0#ani0a y a00e$t de$osits, issue wit#drawa s, trans%er %uns between a00ount, 0o e0t bi s, and ma4e sma oans5 T#is study aim at investi-atin- t#e satis%a0tion eve s o% 2ena 'an4 AT& 0ard #o der (bot# sta%% N non sta%%! wit# res$e0t to various as$e0ts ($rom$tness o% 0ard de ivery, t#e $er%orman0e o% 2ena 'an4, t#e servi0e 1ua ity o% AT& $ersonne et0!5 T#is study is one ty$e o% e6$ oratory resear0# usin- 0onvenien0e sam$ in- te0#ni1ues w#ere sam$ e #ave been se e0ted on basis o% 0onvenien0e5 Ke( )%r"s- AT& 0ard, &a0#ine brea4down, unsuitab e o0ation, 0urren0y 1ua ity5 .7 / P a - e

INTRODUCTION

Ba$& gr%*n" %+ st*"(Te0#no o-y is revo utioniGin- t#e %inan0ia servi0es industry t#rou-# various unt#in4ab e innovations5 T#e vo ume o% 0ross+border tradin- and ot#er %inan0ia a0tivates is in0reasin-eometri0a y %a0i itated by te0#no o-y5 T#e in% uen0e o% te0#no o-y over $rodu0t innovation in 'an4s is enormous5 T#e AT& is su0# ty$e o% innovation t#at 0an me0#ani0a y a00e$t de$osits, issue wit# draw s, and trans%er %unds between a00ounts, 0o ets bi s and ma4e sma in 3ndia5 oans5 2ena 'an4 is one o% t#e @adin or-aniGations in t mordrn %inan0ia wor d5 3t started its o$eration

Tab e .: -rowt# rat o% 2ena AT& users

$arti0u ars &ay ())D Growt# rat 795D9O &ay())9 ;95?,O &ay()); D95;*O &ay())* 9959;O &ay())? ;)59;O &ay ()), ;95?,O

Objective o0 t&e $t)*9

.5 To e6amination t#e eve o% no sta%% 0ustomer satis%a0tion asso0iated wit various as$e0ts o% 2ena 'an45 (5 To e6amine t#e servi0e eve o% sta%% 0ustomer satis%a0tion asso0iated wit# various as$e0t o% 2ena 'an4 75 To ma4e $o i0y re0ommendations to im$roved t#e servi0e 1ua ity o% 2ena 'an4 AT&5

+i1it"tion o0 $t)*9
.5 T#e survey 0ondu0ted %or t#e study is one ty$e o% e6$ oratory resear0# 5so it does not $rovide 0on0 usive eviden0e5 (5 3n t#is study be0ause o% a0ute time s#orter and or-aniGationa restri0tion, non $robabi ity sam$ in- te0#ni1ue #as been used5 75 3n t#is study detai ed 0 assi%i0ation o% res$ondent 0ou d not be done5 Ea0# res$ondent mi-#t #ave 0 assi%ied on t#e basis o% t#eir a-e, edu0ationa ba04-round, e6$erien0e, nature o% $ro%ession, ty$es o% business se6, status et05 .D / P a - e

D5 As t#e sam$ e siGe is very sma , -eo-ra$#i0a and re-ion di%%eren0es 0ou d not be made5 'e0ause o% t#e time 0onstraint, t#is study in0 ude on y in Gwa ior5

Met&o*o#o(9 o0 t&e $t)*9

Po$u ation and sam$ e: As a 0ase study 0over on y t#e 2ena 'an4 5t#e $o$u ation de%ined %or t#is study was imited to t#e AT& users o% 2ena 'an4 and t#e sta%% AT& users o% 2ena 'an4 5t#e $o$u ation re$resent a sta%% users was se e0ted5 t#e 2ena AT& users5 in t#is study 0onvenien0e sam$ inte0#ni1ue #as been used5 On t#e basis o% 0onvenien0e, .? non sta%% AT& users and .7

2ata base and $ro0edure o% ana ysis:

'ot# $rimary and se0ondary data were used %or t#e $ur$ose o% study5 One set o% stru0tured 1uestionnaire was used to 0o e0t $rimary data %or t#e study5 A%ter deve o$int#e 1uestionnaire, it was -iven to two -rou$s o% res$ondents: 2ena 'an4 sta%% t#at use 2ena 'an4 AT& and non sta%% -enera 2ena 'an4 AT& users5 T#e survey #as been 0ondu0ted $ersona y at se e0ted AT&5 Res$ondent AT& users #ave been e6$ ained obje0tive o% t#e study and re1uested to %i in t#e 1uestionnaire in t#e s$ot5 2ata #ave been ana yGed by usin- des0ri$tive statisti0s5 &ean eve o% satis%a0tion o% t#e two -rou$s o% res$ondents were 0a 0u ated5 'y usin- t#ese mean eve s o% satis%a0tion, in%ormation #as been $rovided to use in ana yGin- t#e situation5

<ey term used: AT&:

An a*t%mate" teller ma$hine (ATM! is a 0om$uteriGed te e0ommuni0ations devi0e t#at $rovides t#e 0ustomers o% a %inan0ia institution wit# a00ess to %inan0ia transa0tions in a $ub i0 s$a0e wit#out t#e need %or a #uman 0 er4 or 'an4 te er5 AT& CAR2: .9 / P a - e

a $ asti0 AT& 0ard wit# a ma-neti0 stri$e or a $ asti0 smart0ard wit# a 0#i$, t#at 0ontains a uni1ue 0ard number and some se0urity in%ormation, su0# as an e6$iration date or C>C (C>>!5 Se$*rit( is $rovided by t#e 0ustomer enterin- a $ersona identi%i0ation number (P38!5

2E'3T CAR2:
A "e'it $ar" (a so 4nown as a Ban& $ar" or $he$& $ar"! is a $ asti0 0ard w#i0# $rovides an a ternative $ayment met#od to 0as# w#en ma4in- $ur0#ases5 "un0tiona y, it 0an be 0a ed an e e0troni0 0#e04, as t#e %unds are wit#drawn dire0t y %rom eit#er t#e 'an4 a00ount, or %rom t#e remainin- ba an0e on t#e 0ard5 3n some 0ases, t#e 0ards are desi-ned e60 usive y %or use on t#e 3nternet, and so t#ere is no $#ysi0a 0ard

CR23T CAR2:
A $re"it $ar" is $art o% a system o% $ayments named a%ter t#e sma $ asti0 0ard issued to users o% t#e system5 3t is a 0ard entit in- its #o der to buy -oods and servi0es based on t#e #o derMs $romise to $ay %or t#ese -oods and servi0es5P.Q T#e issuer o% t#e 0ard -rants a ine o% 0redit to t#e 0onsumer (or t#e user! %rom w#i0# t#e user 0an borrow money %or $ayment to a mer0#ant or as a 0as# advan0e to t#e user5

Pin advi0e:
A sea ed enve o$e wit#in w#i0# $in is en0 ose 5t#e $in advi0e and t#e $in mai er a en0 osed in a sin- e window enve o$ and #anded to t#e 0ustomer5

Abo)t Den" B"n'

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Dena Ban& was +%*n"e" %n 12th Ma(3 4567 by t#e %ami y o% De,&aran Nan8ee under t#e name De,&aran Nan8ee Ban&ing C%mpan( Lt" 3t be0ame a Pub i0 @td5 Com$any in 2e0ember .,7, and ater t#e name was 0#an-ed to Dena Ban& Lt" 3n Ju y .,;, Dena Ban& Lt" a on- wit# .7 ot#er major 'an4s was nationa iGed and is now a Pub i0 Se0tor 'an4 0onstituted under t#e 'an4in- Com$anies (A01uisition N Trans%er o% Underta4in-s! A0t, .,*)5 Under t#e $rovisions o% t#e 'an4in- Re-u ations A0t .,D,, in addition to t#e business o% 'an4in-, t#e 'an4 0an underta4e ot#er business as s$e0i%ied in Se0tion ; o% t#e 'an4in- Re-u ations A0t, .,D,5 Milest%nes One amon- si6 Pub i0 Se0tor 'an4s se e0ted by t#e Bor d 'an4 %or san0tionin- a oan o% Rs5*(57 0ores %or au-mentation o% Tier+33 Ca$ita under "inan0ia Se0tor 2eve o$menta $roje0t in t#e year .,,95 One amon- t#e %ew 'an4s to re0eive t#e Bor d 'an4 oan %or te0#no o-i0a u$ -radation and trainin-5 @aun0#ed a 'ond 3ssue o% Rs5,(5.7 0ores in 8ovember .,,;5 &aiden Pub i0 3ssue o% Rs5.?) Cores in 8ovember .,,;5 3ntrodu0ed Te e 'an4in- %a0i ity o% se e0ted metro$o itan 0enters5 2ena 'an4 #as been t#e %irst 'an4 to introdu0e: &inor Savin-s S0#eme5 Credit 0ard in rura 3ndia 4nown as I2E8A <R3SH3 SA<H PATRAI (2<SP!5 2rive+in AT& 0ounters o% Ju#u, &umbai5 Smart 0ard at se e0ted bran0#es in &umbai5
Customer ratin- system %or ratin- t#e 'an4 Servi0es

Missi%n- 2E8A 'A8< wi $rovide its Customers + $remier %inan0ia servi0es o% -reat va ue, Sta%% + $ositive wor4 environment and o$$ortunity %or -rowt# and a0#ievement, S#are#o ders+su$erior %inan0ia returns, Community + e0onomi0 -rowt#

.* / P a - e

!isi%n+ 2E8A 'A8< wi emer-e as t#e most $re%erred 'an4 o% 0ustomer 0#oi0e 3n its
area o% o$erations, by its re$utation and $er%orman0e

AEAR B3SE CO&PARAT3>E PER"OR&A8CE:+

Per%orman0e $arameters 2e ivery 0#anne sN Resour0e 8o5 o% bran0# Tota 0om$uteriGed bran0#es Out o% w#i0#, 'ran0#es wit# 0ore 'an4in8o o% AT&s 8o5 o% em$ oyees CAP3TA@ N RESER>E CAP3TA@ Reserve(E60 udin- Reva uation Reserve Ca$ita Ade1ua0y Ratio (O! 'usiness Tota de$osit O 3n0rease @oans N Advan0e(net! O 3n0rease 3nvestment(net! O in0rease @oans N Advan0eto: Priority se0tor A-ri0u ture Sma N &edium Enter$rises Priority se0tor Advan0es in O terms "inan0ia : O$eratin- $ro%it 8et $ro%itE oss Produ0tivity Ratio: Per em$ oyee business Per bran0# business Asset Rua ity o% ratio O o% -ross 8PA to Gross Advan0es Ratio O o% net 8PA to 8et Advan0es Ratio: ());+())* ..79 ..79 .7 (;, .).() (?;5?( ,97 ..59( (*;?, .*5((O .?7)7 (?5;. ,7(9 ? *;(, 77DD 7.9? D(5)7 ;79579 ().59; D59? DD5*; 75,? .5,, ())*+())? ..;) ..;) .)? 7.; ,,9* (?;5?( .(?) ..5), 77,D7 ((59?O (7)(D (95*, .)779 .)5?7 ?),; (*,D 7??9 D757( ;9;5DD 79;5*, 95*; 9D5)7 (5D9 )5,D ())?+()), ..?D ..?D ;); 7?* ,??7 (?;5?( .;;( .(5)* D7)9. (;5?7O (??*? (D5?( .(D*7 (.5(, ,*.9 7?9. D**9 D.599 *(;57; D((5;; *57. ;;5D9 (5.7 .5),

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Revie% o0 #iter"t)re
Can Ban&s impr%,e $*st%mer relati%nships )ith high .*alit( %nline ser,i$es9
Aut#or(s!: Carme Herin-ton, S0ott Beaven A'stra$t:*rp%se = T#e $ur$ose o% t#is resear0# is to e6$ ore t#e im$a0t o% on ine servi0e 1ua ity on t#e eve o% 0ustomer de i-#t and on t#e deve o$ment o% 0ustomer re ations#i$s5 /in"ings = On ine servi0e 1ua ity #as no im$a0t on 0ustomer de i-#t, e+trust or t#e deve o$ment o% stron-er re ations#i$s wit# 0ustomers5 3t does #ave a re ations#i$ to e+ oya ty5 However, t#e Se%%i0ien0yH dimension o% on ine servi0e 1ua ity is re ated to e+trust and a so indire0t y to re ations#i$ stren-t# t#rou-# e+trust5 T#e S$ersona needH and Ssite or-aniGationH dimensions o% on ine servi0e 1ua ity are re ated to e+ oya ty, wit# S$ersona ., / P a - e

needsH e6#ibitin- t#e stron-est im$a0t5 Customer de i-#t #as no re ations#i$ to on ine servi0e5

The e++e$t %+ a*t%mate" ser,i$e .*alit( %n Ban& +inan$ial per+%rman$e an" the me"iating r%le %+ $*st%mer retenti%n
A*th%r- A +Hawari, &o#ammed A'stra$tT#e im$a0t o% automated servi0e 1ua ity on 'an4 %inan0ia $er%orman0e and t#e mediatin- ro e o% 0ustomer retention #ave re0eived itt e attention, as s0#o ars #ave %o0used on issues o% usabi ity and measurement5 T#is study be-ins by s#owin- t#e im$a0t o% te0#no o-y on t#e way 'an4s 0ondu0t business and $ro0eeds to dis0uss automated servi0e 1ua ity de%initions and t#e $otentia in% uen0e o% automated servi0e 1ua ity on retention and %inan0ia $er%orman0e5 A mediatin- mode t#at in4s servi0e 1ua ity to 'an4 %inan0ia $er%orman0e t#rou-# 0ustomer retention in t#e automated servi0e 0onte6t is $ro$osed5 T#e resu ts o% t#is em$iri0a study 0on%irm t#e ro e o% 0ustomer retention as a mediator in t#e e%%e0t o% automated servi0e 1ua ity on %inan0ia $er%orman0e5 3m$ i0ations o% t#e %indin-s are dis0ussed and t#e imitations o% t#e study and t#e $otentia %or %uture resear0# are 0onsidered5 Journa o% "inan0ia Servi0es &ar4etinRobert E5 itan (.,,,! des0ribed t#e introdu0tion and ra$id use o% AT& as t#e most visib e revo ution in 'an4in- se0tor5 He a so su$$orted #is 0 aim by t#e statin-5 TTAT& o%%er 0onsume t#e 0onvenien0e o% 'an4in- in many more o0ation t#an ever be%ore indeed AT&s %ar out number bri04 and mortar 'an4 in ar-e $art be0ause t#ey are 0#ea$er to o$erate t#an a 'an4 bran0# today near y ( ,))))) a4#as AT&s are %ound t#rou-# out t#e 0ountry more t#an t#e 0o e0tive no5 o% bran0#es 'an4s t#ri%ts and 0redit unions 3n t#e (.st 0entury AT& 0ard #ave be0ome on o% t#e most $o$u ar non 0as# instrument in t#e United States and $o$u arity #a been e60 usive y -rowin- around t#e wor d5 As Stuart E5weinr (.,,,! $ointed out: () / P a - e

T#e tota number o% AT& transa0tion #as more t#an doub es over t#e ast ten year and is estimated to rea0# near .. bi ion a-ain t#is year5 And t#ere are si-n t#at AT& vo ume may be $ea4in-, AT& a00ess 0ontinued -row 5t#e tota number o% AT& termina s #a tri$ ed t#e over t#e ast ten years5

The a"%pti%n %+ ele$tr%ni$ Ban&ing ser,i$es in "e,el%ping $%*ntries ; The R%manian Case
A*th%r- 2os$ines0u O0tavian , Rusu 2anie a5 A'stra$tT#e deve o$ment ta4in- $ a0e in in%ormation and 0ommuni0ation te0#no o-y is a%%e0tint#e %inan0ia institutions wor dwide5 T#is evo ution #ad trans%ormed t#e way 'an4s de ivered t#eir servi0es, usin- te0#no o-ies i4e automated te er ma0#ine (AT&! , $#ones, t#e 3nternet , 0redit 0ards , and e e0troni0 0as# , in t#is s$rit, 'an4in- in Romania #as been under-oin- some 0#an-es5 &any 'an4s #ave been investin- in internet te0#no o-y in order to maintain a 0om$etin- ed-e5 T#is $a$er $resents t#e various as$e0ts re-ardin- t#e a$$ i0ation o% in%ormation and 0ommuni0ation te0#no o-y in t#e 0onte6t o% a deve o$in- nationa

Can E-Ban&ing ser,i$es 'e pr%+ita'le9

A*th%r - O -a @ustsi4 A'stra$tOver t#e ast %ew years Euro$ean 'an4s #ave been s$ent bi ions o% Euros on new e e0troni0 0#anne s5 However, a%ter some year o% e60itement it was 0 ear t#at t#e 'an4s on- awaited s4yro04etin- $ro%it %rom t#is area wou d not be netted5 Estonian 'an4s #ave a so invested in e6$andin- and im$rovin- t#e 3T systems and a number o% new e+'an4inservi0es #ave been deve o$ed5 Unti re0ent y most o% t#e $ri0in- de0isions %or e'an4inservi0es #ave been made on t#e basis o% t#e -ut %ee in- as t#e 0urrent %inan0ia system su$$ort su0# ana ysis5 3n t#is arti0 e t#e aut#or e6$ ores t#e im$ ementation te0#ni1ues o% a0tivity based 0ostin- (A'C! in t#e 'an4in- se0tor on t#e e6am$ e o% an Estonian 'an4 (. / P a - e

in order to ana yGe t#e 0ost stru0ture %or traditiona and e e0troni0 0#anne transa0tions5 T#e arti0 e s#ows #ow it is $ossib e to im$ ement A'C in 'an4in- and $roves em$iri0a y t#at e e0troni0 0#anne s #e $ redu0e t#e 0osts o% bot# 'an4s and t#eir 0 ients5

Fin*in(
T#is se0tion dea s wit# t#e survey %indin- re ated wit# t#e 1uestion t#at demanded t#e AT& usersJ $er0e$tion about t#e eve o% satis%a0tion wit# res$e0t to various issues5 S#own in t#e %o owin- tab e: Tab e:. @eve o% 0ustomer satis%a0tion wit# various as$e0t 3tem Prom$tness o% 0ard de ivery T#e $er%orman0e o% AT& $ersonne T#e 1ua ity o% notes .) , (( / P a - e 8on sta%% users , .) Sta%% users .) .. .)

T#e servi0e 1ua ity o% AT& ?

Re ative $osition o% 2ena 'an4 .(

.(

AT& <now ed-e about t#e %eature o% 2ena 'an4 AT& and use o% t#e %eature: Tab e(: non sta%% AT& userJs 4now ed-e about t#e %eature o% AT& <now ed-e about t#e 8umber o% users %eature Per0enta-e (O! Use ot#er Aes 8o Tota .( ; .? ;;5;*O 775D) .)) Aes 8o o% %eature t#an by 0as# 4now ed-eab e $ersons wit#drawa .9 (?757DO! 7 (.;5;;O!

Tab e: 7 sta%% AT& usersJ 4now ed-e about t#e %eature o% AT& <now ed-e about t#e 8umber o% users %eature Per0enta-e (O! Use o% ot#er %eatures t#an by 0as# 4now ed-eab e $erson wit#drawa Aes 8o Tota Comment on t#e $ositive %eature o% 2ena 'an4 AT& Tab e 7: 0ustomer 0omment on $ositive %eature "eature 8on sta%% 0ustomer Sta%% 0ustomer .( . ,,5*O 57O Aes 8o .( (,,5*O! . (57O!

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8umber Cas# wit#drawa Servi0e 1ua ity o% $ersonne O%% s#ore AT& Time savinEasy to use Prom$t 0ard de ivery (D #our servi0e in 7;9 days A00ount a0tivity en1uiry Statement re1uest Sa%ety se0urity Trans%er 2e$osit Emai de$osit Pin 0#an-e Good de0oration N tidiness .D AT& .9 .D .; .D .9 .; .7 .9 .7 .( .7 .( .;

Per0enta-e (O! **5*?O ?7577O **5*?O ,75DO **5*?O ?7577O ,757DO *.5*O ?7577O *.5*O ;95D9O *.5*O ;95D9O ,757DO

8umber .( .. .( .7 .7 .) .( .. .) , .( .7 .. .( ..

Per0enta-e (O! ,,5*O ?D5DO ,,5*O .)) .)) **5*O ,,5*O ?D5DO **5*O ;,O ,,5*O .)) ?D5DO ,,5*O ?D5DO

En1uiry .9 ?7577O Comment on t#e un0om%ortab e %eature E issue o% 2ena 'an4 AT&: Un0om%ortab e %eatures Unsuitab e o0ation Poor money 1ua ity Unse0ured &a0#ine 0om$ e6ity 2e ay in 0ard de ivery Card o04inPoor servi0e 1ua ity O d %as#ioned N untidy &a0#ine brea4 down 8on sta%% 8umber .; .* .7 .9 .; .9 .D .9 .;

Tab e :D 0ustomer 0omment on un0om%ortab e %eature o% 2ena 'an4 AT& $er0enta-e ,757DO ,,577O *.5*O ?7577O ,757DO ?757DO **5*?O ?7577O ,757DO sta%% 8umber .( , .. ? * .. ; .( * Per0enta-e ,,5*O ,;O ?D5DO ;)O 975*O ?D5DO D,O ,,5*O 975*O

Re0ommendation made by 0ustomers: (D / P a - e

Tba e9: AT& usersJ re0ommendation Re0ommendation number .* .; .* .* .D .9 .; .( .9 .7 .; 8on sta%% Per0enta-e (O! ,,577O ,75DO ,,577O ,,577O **5*?O ?7577O ,75DO ;95D9O ?7577O *.5*O ,75DO number .7 .) .) .. .( .. .) .( .7 , .( Sta%% Per0enta-e (O! .))O **5*O **5*O ?D5DO ,,5*O ?D5DO **5*O ,,5*O .))O ;,O ,,5*O

8ew AT& o0ation 'etter 1ua ity 0urren0y 3n0rease o% sa%ety %eature &ore users %riend y 3n0rease in number o% AT& Prom$t 0ard de ivery 'etter 0ustomer servi0e "a0i ity to $ay uti ity &ore wit#drawa imit &ore denominator
&a4in- more attra0tive de0orations

T#e Pre%eren0e %or new o0ation:+ A00ordin- to t#e nonsta%% 0ustomers t#e %o owin- are t#e most im$ortant o0ations w#ere 2ena 'an4 0an set u$ new AT& boot#5 Tab e ;: 8onsta%% CustomersJ $re%eren0e %or new o0ation @o0ation T#ati$ur &orar 'ada Res$onse .D .( .; Per0enta-e (O! **5*?O ;95D9O ,757DO

T#e ot#er o0ations in0 ude "arm -ate (.)!, and Jatrabari (9!5 Amon- t#e di%%erent new o0ations se e0ted by t#e sta%%s, t#e %o owin- are notewort#y: Tab e ;: Sta%% 0ustomerJs $re%eren0e %or new o0ation @o0ation T#ati$ur &orar Res$onse .( .. Per0enta-e (O! ,,5*O ?D5DO (9 / P a - e

'ada

.(

,,5*O

;59 Comment on additiona %a0i ities by 0ustomers: Here t#e res$onondents were re1uested to 0omment on w#et#er t#ey want any %urt#er %a0i ities ot#er t#an AT& su0# as debit 0ard, 0redit 0ard, et05 T#e res$onses are -iven in t#e %o owin- tab e: Tab e *: AT& userJs 0omment on additiona %a0i ities "a0i ities 2ebit 0ard Credit 0ard 'ot# 8one Tota 'an45 8onsta%% 8umber .) D ; + .? Per0enta-e (O! 9959O ((5(O 7757O + .)) Sta%% 8umber 9 D 9 + .7 .)) Per0enta-e (O! 7?5DO 7* (D5;O

So t#e 0ustomers want some more %a0i ity su0# as 0redit 0ard %a0i ity to be used in 2ena

S)11"r9 o0 Fin*in(
T#e survey %indin- 0an be summariGed in t#e %o owin- manner: .5 T#e sta%% and non sta%% 2ena 'an4 AT& users (se e0ted on t#e basis o% 0onvenien0e! are more t#an neutra stat in res$e0t o% a t#e 0riteria se e0ted to determine t#e eve o% satis%a0tion5 (5 T#e avera-e satis%a0tion eve o% sta%% AT& users is more t#an t#at o% non sta%% AT& users in a res$e0ts5 And t#e di%%eren0e is materia in 0ase o% t#eir o$inion re-ardint#e $er%orman0e o% 2ena 'an4 AT&5 T#e reasons 0an be e6$ ained b ow5 Use o% 'ran0# AT&: + T#e sta%%s use %a0i ities o% bran0# AT& more t#an t#e o%%+sit AT&s5 T#e reason is obvious5 T#ey wor4 in $arti0u ar bran0#5 A%ter t#e end o% t#e day, or at a time o% need i% t#ey are at t#e o%%i0e, t#ey use t#e bran0# AT& %a0i ities5 T#e bran0# AT& %a0i ities are -enera y better t#an t#e boot# AT& %a0i ities5 'e0ause w#enever t#e bran0# AT& %a0i ities are out o% order or some sort o% $rob em arises

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wit# res$e0t to bran0# AT&, t#e bran0# sta%%s 0an ta4e 1ui04 a0tion to brin- t#e %a0i ity in order or to so ve t#e $rob em5 Psy0#o o-i0a reason: T#e sta%% res$ondents #o d -ood im$ression about t#eir or-aniGation5 So w#enever t#ey were re1uested to 0omment on t#eir satis%a0tion eve s in various as$e0ts o% AT&, t#ey -enera y $rovided $ositive res$onses w#i0# are 0onsistent wit# t#eir menta setu$5 75 T#e main $rob em areas o% 2ena 'an4 are isted b ow: &a0#ine brea4down: About ;9O nonsta%% 7?O sta%% AT& users %ee t#at ma0#ine brea4down is t#e main $rob em o% 2ena 'an4 AT&5 &a0#ine brea4down -enera y o00urs %or t#e %o owin- reasons: Poor 1ua ity notes: 3% t#e notes su$$ ied in t#e AT&s are $oor 1ua ity, t#e 0#an0e o% ma0#ine brea4down in0rease5 'e0ause t#e sensor t#at $i04s t#e notes %rom t#e 0assette 0anJt o$erate smoot# y5 Hi-# %re1uen0y o% us: t#e %re1uen0y o% use is very #i-#5 Unsuitab e o0ation: About 9)O 0ustomer and 7)Osta%% AT& users %ee t#at t#e o0ation o% AT& is unsuitab e And()O is in 0on%usionF Poor 0urren0y Rua ity: ?)O sta%% and ;)O 0ustomer are satis%ied5 &a0#ines 0om$ e6ity: ()O sta%% 0ustomer and ?)O 0ustomer be ieve t#at ma0#ines are 0om$ e65 2e ay in 0ard de ivery: .! Bron- address o% t#e 0ustomer5 (! 3n0om$ ete address o% 0ustomer5 7! "i0titious address o% 0ustomer D5 8ew AT& o0ation: At $resent number o% o0ation are not su%%i0ient to meet t#e need o% -rowin- 0ustomer o% AT& users5 95 &ore usersJ %riend y ma0#ine About D)O o% t#e sta%% 0ustomer and ;)O o% sta%% 0ustomer t#in4 t#at t#e AT& #o d be moe users %riend y5 (* / P a - e

;5 3n0rease t#e sa%ety %eature *5 Uses t#e t#e trans$arent - ass5 ?5 Provide t#e i0ensin- Arms to t#e se0urity $erson o% AT&5

Conc#)*in( re1"r'
"rom t#e above ana ysis, it is evident t#at 2ena 'an4 AT& #as many $ositive %eature but t#e 0ustomers se e0ted on t#e basis o% 0onvenien0es are not we aware o% a t#ese 5 T#ese 0ustomers are a so %a0in- di%%erent ty$es o% $rob em wit# w#i0# AT& is dire0t y re ated 5ma0#ine 0om$ e6ity ma0#ine brea4down $oor 1ua ity notes et0, not dire0t y re ated wit# t#e 2ena 'an4 AT& su0# as sa%ety =se0urity de0oration to sta%% and non sta%% 0ustomer AT& users #ave di%%erent y eve o% satis%a0tion wit# various as$e0t o% AT&5 t#e most im$ortant t#in- is t#at at every as$e0t t#e se e0ted 0ustomer #ave more tan neutra eve o% satis%a0tion5

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T#e most im$ortant t#in- is t#at at every as$e0t t#e se e0ted 0ustomer #as more t#en neutra state o% satis%a0tion5 T#ou-# t#is study 0annot $rovide 0on0 usive eviden0e5 but t#e mana-ement o% 2ena 'an4 s#ou d 0onsidered t#e %indin- and ta4e a ne0essary ste$s %or %uture resear0# and i% t#ey t#in4 t#at t#e 0ustomer o% 2ena 'an4 AT&,s better 0urren0y 1ua ity ,in0rease o% sa%ety se0urity ,introdu0tion o% 0redit 0ard ,debit 0ard et05to -ain more 0ustomer base and a0#ieve more 0ustomer satis%a0tion

Re0erence$

.5 Anderson, 25R5, 25J5 Sweeney, T5A5 Bi iams (()))!, Essentia s o% Statisti0s + Statisti0s %or 'usiness and E0onomi0s (8ew Aor4: Sout#+Bestern Co e-e Pub is#in-, Se0ond Edition!: ?.+?(5 (5 SAT& Cards,H avai ab e at #tt$:EEwww5t#e bee#ive5or-EmoneyEAT&+0ards5as$ (a00essed on (95),5)9! 75 SAutomated Te er History,H avai ab e at #tt$:EEwww5AT&ma0#ine50omEAT&+ inventor5#m (a00essed on ((5)?5)9! (, / P a - e

D5 SAutomati0 Te er &a0#ine,H avai ab e #tt$:EEen5wi4i$edia5or- (a00essed on 7)5)?5)9! 95 SAutomati0 Te er &a0#ine,H avai ab e at #tt$:EEwww5%rodo$50omEAT&E(a00essed on ((5)?5)9! ;5 'a a, S5<5, &5A5 Ausu%, and A5 C#owd#ury (())9!, SUse o% Credit Cards in 'an- ades#: Enab in- smart 'usiness in t#e 2i-ita A-e,H Journa o% &ar4etin(2#a4a University!, %ort#0omin-5 *5 Cabas, &5G5 (()).!, S A History o% t#e "uture o% 'an4in-: Predi0tions and Out0omes, S avai ab e at #tt$:EEwww5#ass5ber4e ey5eduE%inan0eEC&B$a$er5$d% (a00essed on (,5),5)9! ?5 O0tavian 2, 2anie a R, S T#e ado$tion o% e e0troni0 'an4in- servi0es in deve o$in- 0ountriesUT#e Romanian CaseH5 ,5 2r5 3s am R5, 2r5 S#ee S5 S Customer satis%a0tion o% AT& servi0e : A Case Study o% HS'C AT&H .)5 G#os#, S585, J5C5 S#u4 adas, and &5 A#med (.,?.!, C#oi0e o% 'an4, 0ustomersJ Servi0e and Credit Po i0y, a 0ase study o% t#e Consensus amon- 'an4+E6e0utive, de$ositors and borrowers o% 8ationa ised Commer0ia 'an4 o% 2#a4a: 'ureau o% 'usiness Resear0# University o% 2#a4a5 ..5 Govers, Cor P5&5 (()).!, S R"2 not just a too but a way o% 1ua ity mana-ement,H 3nternationa Journa o% Produ0tion E0onomi0s, >o 5 ;,: .9.+.9,5 .(5 Gu$ta, S5P5 (.,,D!, Pra0tia0a Statisti0s (8ew 2e #i: S5 C#and N Com$any @td5!5 .75 ST#e History o% AT&,H avai ab e #tt$:EEinventors5about50omE ibraryEinventorsEb AT&5#tm (a00essed on (,5),5)9!5 .D5 STime ine: T#e AT&Js #istory,H avai ab e at #tt$:EEwww 5AT&mar4et$ a0e50omE (a00essed on (5.)5)9! .95 Vi4mund, B5G5 (())7!, 'usiness Resear0# &et#ods, USA: T#omson Sout#+ Bestern5 .;5 @ustsi4 O5 (())D!S Can E'an4in- servi0es be $ro%itab eCH 'an- ades#,

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Appen"i0
Use o% AT& and t#e eve o% satis%a0tion @o0ation: TTTTTT

Point

Ruestionnaire P ease $ut ti04 (W! 0omment on t#e %o owin- as a$$ro$riate: .5 @eve o% satis%a0tion wit# T#e $rom$tness o% 0ard de ivery: T#e $er%orman0e o% 2ena 'an4 T#e servi0e 1ua ity o% AT& $ersonne (Ruery res$onse, time y a0tion on re1uest et05! T#e 1ua ity o% notes (0urren0y! (5 75 2o you 4now a t#e %eatures o% 2ena 'an4C 3% yes, #ave you tried ever to use t#e %a0i ities ot#er t#en 0as# wit#drawa C . . ( ( AES AES 7 7 D D 9 9 8O 8O 7. / P a - e . ( 7 D 9

D5

3% no, w#at is t#e reason be#ind your re u0tan0eC o 3t is 0umbersome o 3 donJt i4e it o 'ran0# servi0e is better o 3t 0anJt $rovide me re1uired in%ormation o 3t is time 0onsumino Any ot#er+$ ease s$e0i%y o o o 95 w#at are t#e Positive %eatures o% AT& servi0e o% 2ena 'an45 o Prom$t 0ard de ivery o Easy to use o Satis%ied wit# t#e servi0e 1ua ity o% AT& $ersonne o Time savin-s o (D #our servi0e in 7;9 days o O%%+s#ore AT& o Cas# wit#drawa o A00ount a0tivity en1uiry o Trans%er o 2e$ositE&ai de$osit o Statement re1uest o P38 0#an-e o En1uiry o Sa%ety+se0urity o Good de0oration N tidiness o Any ot#er =$ ease s$e0i%y 7( / P a - e

 ;5 B#at are t#e un0om%ortab e %eaturesE issues o% 2ena 'an4 o Poor money 1ua ity o Card o04ino 2e ay in 0ard de ivery o &a0#ine 0om$ e6ity o &a0#ine brea4down o Unsuitab e o0ation o Unse0ured o O d %as#ioned N untidy o Any ot#er = $ ease s$e0i%y *5 B#at are your re0ommendations to im$rove 2ena 'an4 AT& servi0esC &ore user %riend y ma0#ine 'etter 0ustomer servi0e Prom$t 0ard de ivery 8ew AT& o0ations 3n0rease in number o% AT& (w#i0# o0ation! &ore wit#drawa imit "a0i ity to $ay uti ity 3n0rease o% sa%ety se0urity 'etter 0urren0y 1ua ity &a4in- more attra0tive = de0orations 77 / P a - e

Any ot#er = $ ease s$e0i%y

?5 Ot#er t#an AT&, do you want 2ebit 0ard Credit 0ard 'ot# 8one Any ot#er = $ ease s$e0i%y ,5 2o you use t#e AT& servi0e o% any ot#er 'an4C any ot#er 'an4 in 'an- ades#C >ery $oo T#an4 you very mu0# %or your time, 0oo$eration N Patien0e $oor r Avera-e Good >ery -ood AES 8O

.)5 3% yes, #ow 0an you 0om$are t#e AT& servi0e o% 2ena 'an4 wit# t#e same o%

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