CHAPTER III

Analysis and Interpretation

Gender of the Respondents


Frequency Percent Valid Percent Cumulative Percent
Valid Male 20 50.0 50.0 50.0
Female 20 50.0 50.0 100.0
Total 40 100.0 100.0

Table 1


Chart 1

Degree of the Respondents


Frequency Percent Valid Percent Cumulative
Percent
Valid UG 27 67.5 67.5 67.5
PG 13 32.5 32.5 100.0
Total 40 100.0 100.0

Table 2

Chart 2
0
20
40
60
80
100
120
Male Female Total
Valid
Frequency
Percent
0
100
200
UG PG Total
Valid
Frequency
Percent


Respondents residential status


Frequency Percent Valid Percent Cumulative
Percent
Valid Hosteller 21 52.5 52.5 52.5
Day scholar 19 47.5 47.5 100.0
Total 40 100.0 100.0

Table 3




Chart 3













0
20
40
60
80
100
120
Hostler Dayshalar Total
Frequency
Percent
Usage of KVB ATM service in BIT


Frequency Percent Valid Percent Cumulative
Percent
Valid Once a week 11 27.5 27.5 27.5
more than once a week 9 22.5 22.5 50.0
once a month 12 30.0 30.0 80.0
twice a month 8 20.0 20.0 100.0
Total 40 100.0 100.0

Table 4



Chart 4



INFERENCE
Almost 30% of the customers use KVB ATM service in BIT once a month and 27.5% of
them use once a week and 22.55 of them use more than once a week and 20% of them use twice
a month.




0
20
40
60
80
100
120
Once a week more than
once a week
once a month twice a
month
Total
Valid
Frequency
Percent
Purpose of usage of KVB AM service in BIT by the respondents


Frequency Percent Valid Percent Cumulative
Percent
Valid cash withdraw 30 75.0 75.0 75.0
balance transfer 3 7.5 7.5 82.5
balance enquiry 7 17.5 17.5 100.0
Total 40 100.0 100.0

Table 5




Chart 5


INFERENCE
From the total of 40 respondents, 75% customers in BIT use the KVB AM for
withdrawing the cash and 17.5% customers use for balance enquiry and only 7.5% of the
customers use for balance transfer.


0
20
40
60
80
100
120
cash withdraw balance
transfer
balance
enquiry
Total
Valid
Frequency
Percent

Transaction Time at the KVB ATM Centre in BIT

Frequency Percent Valid Percent
Cumulative
Percent
Valid less than 2 min 21 52.5 52.5 52.5
2-5 min 10 25.0 25.0 77.5
more than 5 min 9 22.5 22.5 100.0
Total 40 100.0 100.0

Table 6


Chart 6


INFERENCE
Almost 52.5% of the customers in BIT says less than 2 minutes they transacts the money
from the KVB ATM and 25% of them says 2-5 minutes to the above statement and 22.5% of
them says more than 5 min to the above the statement.



0
20
40
60
80
100
120
less than 2
min
2-5 min more than 5
min
Total
Valid
Frequency
Percent
Waiting time at the ATM centre


Frequency Percent Valid Percent
Cumulative
Percent
Valid less than 5 min 17 42.5 42.5 42.5
5min - 10 min 15 37.5 37.5 80.0
above 10 min 8 20.0 20.0 100.0
Total 40 100.0 100.0

Table 7



Chart 7


INFERENCE
Almost 42.5% of the customers wait for less than 5 minutes in the queue and 37.5% of
the customers wait for 5 min 10 minutes and 20% of the customers in BIT wait for more than
10 minutes in the queue.






0
20
40
60
80
100
120
less than 5 min 5min - 10 min above 10 min Total
Valid
Frequency
Percent



Problems faced by the Respondents


Frequency Percent Valid Percent
Cumulative
Percent
Valid waiting in long queue 17 42.5 42.5 42.5
inserting the card incorrectly 12 30.0 30.0 72.5
limit on daily withdrawal 11 27.5 27.5 100.0
Total 40 100.0 100.0

Table 8




Chart 8

INFERENCE
Almost 42.5% of the customers faced the problem waiting in the long queue and 30% of
them faced inserting the card incorrectly and 27.5% of them face limit on withdrawal of the
amount.



0
20
40
60
80
100
120
waiting in long
queue
inserting the
card
incorrectly
limit on daily
withdrawl
Total
Valid
Frequency
Percent


Respondents opinion about ease of use
Table 9

Chart 9
INFERENCE
Almost 47.5% of the customers are highly satisfied on ease of use of KVB ATM centre
in BIT and 27.5 of the customers are satisfied to the above statement and 12.55 of the customers
are neutral to the above statement and 10% of them are dissatisfied with the above statement and
only 2.5% of the customers highly dissatisfied with the above statement.

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20
40
60
80
100
120
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Valid
Frequency
Percent
Frequency Percent Valid Percent Cumulative
Percent
Valid highly dissatisfied 1 2.5 2.5 2.5
dissatisfied 4 10.0 10.0 12.5
neutral 5 12.5 12.5 25.0
satisfied 11 27.5 27.5 52.5
highly satisfied 19 47.5 47.5 100.0
Total 40 100.0 100.0

Respondents opinion on machine maintenance


Frequency Percent Valid Percent
Cumulative
Percent
Valid highly dissatisfied 2 5.0 5.0 5.0
dissatisfied 8 20.0 20.0 25.0
neutral 6 15.0 15.0 40.0
satisfied 15 37.5 37.5 77.5
highly satisfied 9 22.5 22.5 100.0
Total 40 100.0 100.0
Table 10



Chart 10

INFERENCE
Almost 37.5% of the customers are satisfied with machine maintenance of KVB ATM
centre in BIT and 22.5 of the customers are highly satisfied to the above statement and 15% of
the customers are neutral to the above statement and 20% of them are dissatisfied with the above
statement and only 5% of the customers highly dissatisfied with the above statement.
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20
40
60
80
100
120
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Valid
Frequency
Percent

Respondents opinion on security service provided at KVB ATM in BIT


Frequency Percent Valid Percent
Cumulative
Percent
Valid highly
dissatisfied
1 2.5 2.5 2.5
dissatisfied 3 7.5 7.5 10.0
neutral 7 17.5 17.5 27.5
satisfied 17 42.5 42.5 70.0
highly satisfied 12 30.0 30.0 100.0
Total 40 100.0 100.0
Table 11


Chart 11
INFERENCE
Almost 42% of the customers are satisfied on security service provided at KVB ATM
centre in BIT and 30% of the customers are highly satisfied to the above statement and 17.5% of
the customers are neutral to the above statement and 7.5% of them are dissatisfied with the above
statement and only 2.5% of the customers highly dissatisfied with the above statement.
0
20
40
60
80
100
120
highly
dissatisfied
dissatisfied neutral satisfied highly
satisfied
Total
Valid
Frequency
Percent

Respondents opinion on neatness inside the ATM


Table 12


Chart 12
INFERENCE
Almost 35% of the customers are highly satisfied with neatness inside the KVB ATM
centre in BIT and 30% of the customers are satisfied to the above statement and 20% of the
customers are neutral to the above statement and 10% of them are dissatisfied with the above
statement and only 5% of the customers highly dissatisfied with the above statement.

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40
60
80
100
120
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Valid
Frequency
Percent

Frequency Percent Valid Percent
Cumulative
Percent
Valid highly dissatisfied 2 5.0 5.0 5.0
dissatisfied 4 10.0 10.0 15.0
neutral 8 20.0 20.0 35.0
satisfied 12 30.0 30.0 65.0
highly satisfied 14 35.0 35.0 100.0
Total 40 100.0 100.0
Respondents opinion on air-conditioning facility


Frequency Percent Valid Percent
Cumulative
Percent
Valid highly dissatisfied 2 5.0 5.0 5.0
dissatisfied 1 2.5 2.5 7.5
neutral 7 17.5 17.5 25.0
satisfied 14 35.0 35.0 60.0
highly satisfied 16 40.0 40.0 100.0
Total 40 100.0 100.0
Table 13


Chart 13

INFERENCE
Almost 40% of the customers are highly satisfied with the air-conditioning facility
service provided at the KVB ATM centre in BIT and 35% of the customers are satisfied to the
above statement and 17.5% of the customers are neutral to the above statement and 2.5% of them
are dissatisfied with the above statement and only 5% of the customers highly dissatisfied with
the above statement.
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60
80
100
120
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Valid
Frequency
Percent

Respondents opinion on lighting facility


Frequency Percent Valid Percent
Cumulative
Percent
Valid highly
dissatisfied
1 2.5 2.5 2.5
dissatisfied 1 2.5 2.5 5.0
neutral 3 7.5 7.5 12.5
satisfied 16 40.0 40.0 52.5
highly satisfied 19 47.5 47.5 100.0
Total 40 100.0 100.0
Table 14


Chart 14
INFERENCE
Almost 47.5% of the customers are highly satisfied with the lighting facility service
provided at the KVB ATM centre in BIT and 40% of the customers are satisfied to the above
statement and 7.5% of the customers are neutral to the above statement and 2.5% of them are
dissatisfied with the above statement and only 2.5% of the customers highly dissatisfied with the
above statement.

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20
40
60
80
100
120
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Valid
Frequency
Percent








Table 15




Chart 15


INFERENCE
Almost 70% of the customers have experienced the problem of machine fault at KVB
ATM centre in BIT and only 30% of them have not experienced the above statement.


0
50
100
150
yes no Total
Valid
Frequency
Percent

Machine fault experienced by the respondents


Frequency Percent Valid Percent
Cumulative
Percent
Valid yes 28 70.0 70.0 70.0
no 12 30.0 30.0 100.0
Total 40 100.0 100.0


lock out of ATM experienced by the respondents


Frequency Percent Valid Percent
Cumulative
Percent
Valid yes 4 10.0 10.0 10.0
no 36 90.0 90.0 100.0
Total 40 100.0 100.0

Table 16



Chart 16
INFERENCE
Almost 90% of the customers have not experienced the problem of lock out of KVB ATM
centre in BIT and only 10% of them were experienced the above statement.


0
20
40
60
80
100
120
yes no Total
Valid
Frequency
Percent

without cash at KVB ATM experienced by the respondents


Frequency Percent Valid Percent
Cumulative
Percent
Valid yes 19 47.5 47.5 47.5
no 21 52.5 52.5 100.0
Total 40 100.0 100.0

Table 17



Chart 17
INFERENCE
Almost 52.5% of the customers have not experienced the problem of lock out of KVB
ATM centre in BIT without cash at KVB ATM centre in BIT and 47.55 of them were
experienced the above statement.
0
20
40
60
80
100
120
yes no Total
Valid
Frequency
Percent

Overall Satisfaction of KVB ATM Service in BIT

Frequency Percent Valid Percent
Cumulative
Percent
Valid very bad 1 2.5 2.5 2.5
bad 1 2.5 2.5 5.0
neither bad or good 11 27.5 27.5 32.5
good 18 45.0 45.0 77.5
very good 9 22.5 22.5 100.0
Total 40 100.0 100.0

Table 18



Chart 18

INFERENCE
Almost 45% of the customers are satisfied with the KVB ATM service in BIT and 27.55
of the customers are neutral to the statement and 22.5% of the customers are highly satisfied to
the above statement and only 2.5 of the customers are dissatisfied to the above statement.

0
20
40
60
80
100
120
very
bad
bad neither
bad or
good
good very
good
Total
Valid
Frequency
Percent



Table 19

Chart 19


INFERENCE

Almost 43% of the hostlers of BIT have been using KVB ATM once in a week while only
26.31% of Dayshalar using once in a week to the above statement. Nearly 23% of the hostlers of
BIT have been using KVB ATM more than once a week and 21% of the Dayshalar using to the
above the statement. 42% of the dayshalars of BIT have been using KVB ATM once in a month
and only 19% of the hostlers using once in a month to the above statement. Nearly 14% of the
hostlers have been using KVB ATM twice a month and only 10% of the Dayshalars to the above
statement.
Respondents Residential Status * Usage Of Atm Service at BIT Cross tabulation
Count

usage of atm service at BIT
Total

Once a week
more than once
a week once a month twice a month
respondents residential
status
Hostler 9 5 4 3 21
Dayshalar 5 4 8 2 19
Total 14 9 12 5 40

Gender of the Respondents * opinion on ease of use of the respondents Cross tabulation
Count

opinion on ease of use of the respondents
Total

highly
dissatisfied dissatisfied neutral satisfied highly satisfied
Gender of the
Respondents
Male 0 4 2 5 9 20
Female 1 0 3 6 10 20
Total 1 4 5 11 19 40

Table 20



Chart 20
INFERENCE
Almost 50% of the female in BIT are highly satisfied with ease of use of KVB ATM and
45% of the male are highly satisfied to the above statement and only 5% of the female are highly
dissatisfied to the above statement no male are highly dissatisfied to the above statement.




Table 21



Chart 21
INFERENCE
From the total of 27 UG students 59% of them are satisfied with KVB ATM service
centre in BIT and from the total of 13 PG students only 15% of them are satisfied to the above
statement. Only 3% of the UG students are dissatisfied to the above statement and no PG
students are dissatisfied with to the above statement. 18% of the UG students are neutral to the
above statement and 46% of the PG students are neutral to the above statement.

Degree of the respondents * overall rating of KVB ATM service by the respondents Cross
tabulation
Count

overall rating of KVB ATM service by the respondents
Total

very bad bad
neither bad or
good good very good
degeree of the respondents UG 1 0 5 16 5 27
PG 0 1 6 2 4 13
Total 1 1 11 18 9 40