A PROJECT WORK ON

“A COMPARATIVE STUDY ON THE SERVICES PROVIDED BY THE

ATM CARD OF SBI &ALLAHABAD BANK”
(WITH SPECIAL REFERENCE TO DULIAJAN TOWN)

A report submitted to Dibrugarh University in partial fulfillment of the

requirement for the award of the Degree of Bachelor of Commerce.
(Speciality in Accounting & Finance)

D. H. S. K COMMERCE COLLEGE
Submitted By
Khanjanika Chetia
Roll No
Regn No: S1709213
DIBRUGARH UNIVERSITY, DIBRUGARH
Session: 2017-2020
 D.H.S.K COMMERCE COLLEGE
P.O. DIBRUGARH (ASSAM), PIN-786001
Ref.No………. Date…………
CERTIFICATE OF HOD
This is to certify that the project report entitled “A comparative study on the service
provided by the ATM card of SBI & Allahabad Bank” is submitted by Khanjanika
Chetia (Roll No: Regn No: S1709213) to Dibrugarh University in partial fulfillment
of the requirements for the award of B.com Degree (Specialization in Accounting and
Finance) is record of genuine and original project work .No part of this report has been
presented to any other institute for any award, degree or diploma.
I wish her/him all the best.
Sri Sailen Gogoi
Head of the Department
Department of Accountancy
D.H.S.K Commerce College, Dibrugarh
Date: 30.09.2020

Counter Signed
Dr. Khanindra Mishra Bhagawati
Principal, D.H.S.K Commerce College
Date: 30.09.2020
 D.H.S.K COMMERCE COLLEGE
P.O. DIBRUGARH (ASSAM), PIN-786001
Ref.No………. Date………

CERTIFICATE OF SUPERVISOR
This is to certify that the project report entitled “A comparative study on the service
quality provided by the ATM card of SBI & Allahabad Bank” is submitted by
Khanjanika Chetia (Roll No: Regn No: S1709213) to Dibrugarh University in
partial fulfillment of the requirements for the award of B.Com Degree (Specialization in
Accounting & Finance) is record of genuine and original project work .No part of this report
has been presented to any other institute for any award, degree or diploma.
I wish her/him all the best.
Date: 30.09.2020
Place: Dibrugarh

Supervisor
Ruchika Jajodiya
Assistant Professor
Department of Accountancy
D. H. S. K Commerce College, Dibrugarh
 DECLARATION

I hereby declare that the project work entitled “A comparative study on the services provided
by the ATM card of SBI and Allahabad Bank” submitted to the Dibrugarh University is a
record of the original and genuine work done by me under the guidance and supervision of
Prof. Ruchika Jajodiya. The analysis, interpretation and findings are based on the data
collected by me personally. No part of this report has been submitted to any other institution
for any degree or diploma.

Khanjanika Chetia
B.Com 6th Semester
(Speciality in Accounting and Finance)
D.H.S.K Commerce College
 ACKNOWLEDGEMENT

It is always a pleasure to acknowledge help and support in doing a particular work. Preparing
this project, my first experience is also not an exception. I would like to express my sincere
thanks and gratitude to those who have extended their valuable time, co-operation and
guidance during the course of study.
First of all I want to express my heartfelt thanks and gratitude to my institutional guide
for her valuable guidance and suggestion.
I also want to thank my respondent who also helped me by filing in questionnaire
without which the project could not have been possible.
My efforts would not have been fruitful without their co-operation.

Khanjanika Chetia
B.Com 6th Semester
(Speciality in Accounting and Finance)
D.H.S.K Commerce College
 TABLE OF CONTENTS Page No.

CERTIFICATE OF HOD I
CERTIFICATE OF SUPERVISOR II
DECLARATION III
ACKNOWLEDGEMENT IV
CHAPTER 1: ABSTRACT & INTRODUCTION 1-2
1.1 A brief profile of State Bank of India
1.2A brief profile of Allahabad Bank
1.3Meaning of ATM
1.4Advantages of ATM
1.5Disadvantages of ATM
CHAPTER 2: RESEARCH AND MERTHODOLOGY AND DESIGN 3-5
2.1 Objectives
2.2Scope of study
2.3Period of study
2.4Research Design
2.5Sampling Techniques
2.6Chapter Scheme
CHAPTER 3: DATA ANALYSIS AND INTERPRETATION 6-28
3.1 Introduction
3.2Interpretation and analysis based on questionnaire
 LIST OF TABLES
No. of tables Contents Page. No

Table no.3.2.1 Gender of respondents 7

Table no.3.2.2 Age wise classification of ATM card holder 8
Table no.3.2.3 Occupation of respondents 9
Table no.3.2.4 Marital status of respondents 10
Table no.3.2.5 Education level of respondents 11
Table no.3.2.6 Income of respondents 12
Table no.3.2.7 Different types of a/c of respondents 13
Table no.3.2.8 Customers using different ATM cards 14
Table no.3.2.9 Preference of ATM service of the respondents 15
Table no.3.2.10 Quality of ATM cards 16
Table no.3.2.11 Validity period of ATM cards 17
Table no.3.2.12 Use of ATM service by the respondents 18
Table no.3.2.13 Purpose of use of ATM service 19
Table no.3.2.14 Respondents motivated to use ATM service by 20
Table no.3.3.15 No. of transactions made by respondents by their ATM cards 21
monthly
Table no.3.2.16 Satisfaction level with the promptness of ATM card delivery 22
Table no.3.2.17 Satisfaction level with the location of ATM 23
Table no.3.2.18 Preference of respondents for use of ATM machine rather 24
than going to branch
Table no.3.2.19 Overall best bank service 25
Table no.3.2.20 Showing the problem faced by their non-acceptance of their 26
ATM card
Table no.3.2.21 Showing the amount charged in case of issuing duplicate 27
ATM card
Table no.3.2.22 Suggestion to prefer ATM card of their Bank 28
 LIST OF DIAGRAMS
List of diagrams Contents Page no.
Figure no.3.3.1 Gender of the respondents 7
Figure no.3.2.2 Age wise classification of ATM card holder 8
Figure no.3.2.3 Occupation of respondents 9
Figure no.3.2.4 Marital status of the respondents 10
Figure no.3.2.5 Educational level of respondents 11
Figure no.3.2.6 Income of respondents 12
Figure no.3.2.7 Different types of a/c of respondents 13
Figure no.3.2.8 Customers using different ATM cards 14
Figure no.3.2.9 Preference of ATM service of the respondents 15
Figure no.3.2.10 Quality of ATM cards 16
Figure no.3.2.11 Validity period of ATM cards 17
Figure no.3.2.12 Use of ATM service by the respondents 18
Figure no.3.2.13 Purpose of use of ATM service 19
Figure no.3.2.14 Respondents motivated to use ATM by 20
Figure no.3.2.15 No. of transactions made by respondents by their ATM 21
cards monthly
Figure no.3.2.16 Satisfaction level with the promptness of ATM card 22
delivery
Figure no.3.2.17 Satisfaction level with the location of ATM 23
Figure no.3.2.18 Preference of respondents for use of ATM machine rather 24
than going to bank
Figure no.3.2.19 Overall best bank service 25
Figure no.3.2.20 Showing the problem faced by their non-acceptance of 26
their ATM card
Figure no.3.2.21 Showing the amount charged in case of issuing duplicate 27
ATM card
Figure no.3.2.22 Suggest to prefer ATM card of their Bank 28

CHAPTER 4: FINDINGS, SUGGESTION AND RECOMMENDATION

& CONCLUSION 29-31
4.1Findings
4.2Suggestion & recommendation
4.3Conclusion
BIBLOGRAPHY 32
ANNEXURE 1 QUESTIONNAIRE 33-36
 CHAPTER 1
ABSTRACT
Technologies in banking sector have made our life very easy. It is very much part of people’s
life today. Now a days modern banking sector is doing more advance and digitally connected
network. Banking sector provide various services to the public at 24 hours such as ATM, Net
Banking, Mobile Banking etc., in which ATM services plays a very important role to the
society. This paper attempts to find out the Awareness and Satisfaction level of SBI and
Allahabad Customers using ATM service in Duliajan Town. For this purpose primary data
was collected from 100 respondents. Data was tabulated and analyzed with the help of
statistical tools to achieve the objectives of the study.

INTRODUCTION
A bank is a financial institution that creates credit by lending money to a borrower there by
cresting a corresponding deposit on the banks balance sheet. Lending activities can be
performed either directly or indirectly through capital markets. Due to their importance in the
financial system and influence on national economics, banks are highly regulated in most
countries. Most nations have institutionalized a system knows as fractional reserve banking
under which banks hold liquid assets equal to only a portion of their liabilities. In addition to
other regulation intended to ensure liquidity, banks are generally subject to minimum capital
requirement based on international set of capital standards, known as the Basel Accords.
In India there are large numbers of banks spread all over the country. In order to spread their
branches they started to innovate their methods in electronic ideas.

1.1 A BRIEF PROFILE OF STATE BANK OF INDIA

The largest and the oldest Bank in the country is the State Bank of India. State Bank of India
is a multinational, public sector banking and financial services company. It is a government
owned corporation with its headquarters in Mumbai, Maharashtra. As of 2014-15, it has
assets of INR20, 48,080 crores and 16,333 branches, including 191 foreign offices spread
across 36 countries, making it the largest banking and financial services company in India by
assets.
State Bank of India is one of the big four banks of India, along with ICIC, Bank of
Baroda and Punjab National Bank. The bank traces its ancestry to British India, through the
Imperial Bank of India, to the founding, in 1806, of the Bank of Calcutta, making it the oldest
commercial bank in the Indian sub-continent. Bank of Madras merged into the other two
“presidency banks” in British India, Bank of Calcutta and Bank of Bombay, to form the
Imperial Bank of India, which in turn became the State Bank of India.

Page 1
1.2 A BRIEF PROFILE OF ALLAHABAD BANK
Allahabad Bank is a nationalized bank and its headquarters in Kolkata, India. It’s the oldest
joint stock Bank in India. On 24 April 2014, the bank entered into its 150 th year of
Establishment. It was founded in Allahabad in 1865.

1.3 MEANING OF ATM

ATM (Automated Teller Machine) is the first well known machine to provide electronic
access to the customers. ATM is designed to perform the most important functions of banks
such as withdrawal and easily deposits, printing of Mini-statement etc., Banks ATM’s are
growing at a phenomenal rate in India. In the past five years this segment witnessed a growth
over 30%.ATM’s today are allowing customers to perform more complex transactions than
just cash withdrawals, deposit etc., To avoid this Biometric ATM had been introduced to
safeguard customers from all the frauds and unauthorized access to bank account. In today’s
competition in Indian Banking Industry, customer make a choice among various service
provided by making a trade-off between relationship and economics, trust and product.

1.4 ADVANTAGES OF ATMs

1) It provides 24 hours service round the clock.
2) ATM provides convenience to the customers for obtaining cash when they required.
3) It reduces the work pressure on the bank staffs.
4) ATM helps the travelers that they can carry their ATM along with.
5) ATM gives new currency notes to the customers.
6) ATM provides services to the customers without any error.
7) It can be used for shopping purpose.
8) It increases the customer convenience. No personal visit of the branch is required.
9) It increased speed of response to customer requirements and it will lead to greater
satisfaction and handling a large number of transactions at a lesser time.
10) It facilitates performing of basic banking transactions by customer round the clock
global world wide and 24 hours and 7 days a week banking service are made possible.

1.5 DISADVANTAGES OF ATM

1) It cannot be provided on rural areas but nowadays it is starting.
2) It is restricted for the limitation of withdrawals.
3) The deposit of cash facility is not safe.
4) As a safety measure, many ATMs list only the deposit or withdrawal amount and omit
the balance from the account.
5) ATMs located in busy locations may not have adequate funds for busy holiday
weekends when large numbers of people are taking out

Page 2
 CHAPTER 2
RESEARCH AND METHODOLOGY AND DESIGN
2.1. OBJECTIVES OF THE STUDY:-
The project has certain objectives. These objectives are kinds of frame of the study .The main
objective of this study report are as follows –
 To compare the service of ATM card of SBI and Allahabad Bank
 Findings to analyze whether ATM provide satisfactory service or not
 To know the customers view regarding the problems faced at the time of using the
ATM service
 To give suggestion for improvement

2.2. SCOPE OF THE STUDY:-

The present study attempts to analyze the customers perception, preference, attitude and
satisfaction towards the study of ATM card services of State Bank of India and Allahabad
Bank.

2.3. PERIOD OF STUDY:-

The study has been undertaken in the academic session of the current year 2019-2020.But
the actual period of the study has covered from the month of January to March in the
academic session. The whole study has been completed within the period of 2-3months of the
current year.

2.4. RESEARCH DESIGN:-

The study is analytical in nature as it has described the state of affairs of the problem for
which the researcher has no control about what has happened or what is happening.

2.4.1. SOURCES OF DATA:-

The study is primarily based upon two sources viz. Primary sources and Secondary sources.

Page 3
2.4.1.1. PRIMARY SOURCES:-
The primary data have been collected through a well designed questionnaire and distributed
to the respondent followed. The questionnaire has both open ended and close ended
questions. The question in the interview schedule were framed in a very simple and easy
manner keeping in mind the structure of an ideal questionnaire .The question were mostly
related to the ATM card users, awareness of services provided by Banks in ATM Cards , their
uses, their problems etc.

2.4.1.2. SECONDARY SOURCES:-

In a survey it is necessary to use secondary data taking into account the nature of enquiry, the
secondary data may be in hard form and soft form. The researcher has not found adequate
number of secondary sources in the form of books. The availability of books and magazines
pertaining to the topic has been consulted to obtain the relevant information in order to
supplement the primary data. Moreover, the researcher has also searched further net for
necessary information.

2.4.2 POPULATION
There are a total 4 branches of State Bank of India in Duliajan from which the researcher
have selected the Duliajan Bazar Branch of SBI and main branch of Allahabad Bank for my
research. There are a total of 3000(approx) customer attached with the Duliajan Bazar Branch
of SBI from which 75 %(i.e. 2250 customers) are ATM users and a total of 12,000(approx)
customers attached with the main branch of Allahabad Bank from which 3438 (approx) are
ATM users, from the total no. of ATM users just 5% is taken for sample study.

2.4.3 SAMPLE SIZE

My survey was limited to SBI ATM users and Allahabad ATM users. The sample size of my
project is 100.

2.5 SAMPLING TECHNIQUE:

There are mainly two types of sampling techniques generally adopted by the researcher, one
being random sampling or profitability sampling and the other being purposive sampling or
deliberate sampling. The sampling technique adopted by the researcher for survey purpose
was purposive sampling. The primary data have been collected on unbiased basis from both
known as well as unknown respondents.
On completion of field survey, the researcher has tabulated the primary data based on survey.
Figures relevant to particular information has been displayed along with the percentage.
Diagrams and graph have been drawn below the table in order to understand and comprehend
the data more easily. The researcher has analyzed and interpreted the questions in the
schedule following the table.

Page 4
2.6 CHAPTER SCHEME:
Chapter 1 Introduction: This chapter includes the information of the topic, a brief idea
about the history of bank, meaning of ATM, advantages as well as disadvantages.

Chapter 2 Research Methodology and Design: This chapter includes objectives of

study, scope of study, period of study, research design, sampling technique.

Chapter 3 Data Analysis and Interpretation: This chapter deals with the
interpretation and analysis based on questionnaire.

Chapter 4 Finding, suggestions and recommendations and conclusion: This

chapter is designed to deal with inferences on hypothesis, suggestions recommended by the
researcher to tide over the problems, the overall conclusions on the basis of the study
conducted and limitations of the study.

Page 5
 CHAPTER 3
DATA ANALYSIS AND INTERPRETATION
3.1 Introduction
Statistical formats have always been the best way to represent categories of people along with
their views and opinions. It is the simplest and the easiest way to research about certain topics
and bring them in view. So I hereby use this method of representation to throw a clear light
on my study.
Graphical Representation is another way of representing the people’s perceptions and view in
a simple understandable manner. So to create more simplicity and understandable forms of
the tables, researcher has presented in a simple graphical manner.
In this chapter, tabulation and figures are created with the data collected in the questionnaire
which were filled by 30 respondents personally with their own views and opinions.
3.2 Interpretation and Analysis based on Questionnaire:
The findings from the questions asked to the public of Duliajan town and conclusion or
inferences drawn from the same are

Page 6
 Table 3.2.1
Showing the gender of the respondents
Gender Number of respondents % of respondents

Male 55 55

Female 45 45

Total 100 100

Source: Field study

Figure 3.2.1
Gender of the respondents
Male Female

55 55
45 45

Number of respondents Percentage of respondents

Findings: From the above table and figures it was found that majority of the respondents
were male.

Page 7
 TABLE 3.2.2
Showing Age wise classification of the ATM card holders
Age Below25 26-31 32-37 37 & Total
above

No. of 38 28 17 17 100
respondents

Percentage 38 28 17 17 100

Figure 3.2.2
No of respondents

37 & above
17% Below 25
36%

32-37
17%

26-31
28%

Findings: Our study only shows that junior people are more inclined to use of ATM cards
than the seniors. About 36% of respondents are below 23 group, 28% of respondents are
under age group of 26-31, 17% of the respondents are under 32-37 age group and 17% of the
respondent are under 37 & above age group. Page 8
Table 3.2.3
 Showing the occupation of the respondents
Occupation NO. of respondents % of respondents

Service 18 18

Students 41 41

Business 22 22

Others 19 19

Total 100 100

Figure 3.2.3
Occupation of respondents
Service Student Business Others
19% 18%

22%

41%

Findings: From the above table it is clear that maximum no. of respondents are
students i.e. 41%, 22% of the respondents are running business, 18% of the
respondents are doing service and the rest of the 19% are under other sector or
occupation. Page 9
Table 3.2.4
 Showing marital status of the respondents
Marital Status No. of Respondents % of Respondents

Married 31 31

Unmarried 69 69

Total 100 100

Figure 3.2.4
Marital status of the respondents

31%

Under HSLC
HSLC pass

69%

Findings: A person marital status indicates whether the person is married or unmarried.
The above table indicates the marital status of the respondents. From the above table it is
clearly observed that the majority of 69 out of 100 respondents are unmarried whereas 31 are
married.

Page 10
Table 3.2.5
 Showing Education Level of the respondents
Educational Level No. of respondents % of respondents

Under HSLC 0 0

HSLC Pass 0 0

Under HS 0 0

HS pass 6 6

Under Graduate 38 38

Graduate 29 29

Post-Graduate 17 17

Others 10 10

Total 100 100

Figure 3.2.5
Education level of respondents
40
35
30
25
20 No. of respondents
15
10
5
0
te
ss

rs
ss

te
C

e
rH

at
SL

he
pa

ua
pa

ua
du
rH

de

Ot
ad

ad
HS
LC

ra
de

Un

Gr

Gr
HS

rG
Un

st-
de

Po
Un

Findings: Qualification has its own merit of growing disregard, towards the value of
qualification. The above figure shows that out of 100 respondents there are 6(6%) HS passed,
38(38%) Under Graduate, 29(29%) Graduates, 17(17%) post- graduate, and 10(10%) with
other qualification.
Page 11

Table3.2.6
 Income of the respondents
Income No. of respondents % of respondents
Upto 50000 34 34
50001-100000 25 25

100001-150000 26 26

150001& above 15 15

Total 100 100

Figure 3.2.6
Income of respondents

35

30

25
No of respondents
20

15

10

0
Upto 50000 50001-100000 100001-150000 150001 & above

Findings: The above table reveals the income level of the respondents out of total
respondents, 34(34%) respondents earn upto Rs. 50000, 25(25%) earns between Rs.50001-
Rs.100000, 26(26%) earns between Rs.100001-Rs.150000, and 15(15%) earns Rs.150001 &
above.

Page 12

Table 3.2.7
 Showing different types of accounts of respondents
Types of accounts No. of respondents % of respondents

Saving a/c 76 76

Current a/c 22 22

Fixed a/c 0 0

Others 2 2

Total 100 100

Figure 3.2.7
Types of Accounts
80
70
60
50
40
30
No. of respondents
20
10
0
Savings a/c
Current a/c
Fixed a/c
Others

Findings: The above table shows that out of 100 respondents 76(76%) are having savings
a/c, 22(22%) are having current a/c, there are no respondents having fixed a/c i.e. 0(0%) and
2(2%) are holding other a/c’s.

Page 13

Table 3.2.8
 Showing the customers using different ATM cards
Name of ATM No. of customers % of customers

State Bank of India 63 63

Allahabad Bank 27 27

Others 10 10

Total 100 100

Figure 3.2.8
Customers using different ATM cards

State bank Of India Allahabad Bank Others

10%

27%

63%

Findings: Our study shows that there are about 63% of the respondents who prefer to use
the ATM cards of State Bank of India, 27% of the respondents who prefer to use the ATM
cards of Allahabad Bank, and there are 10% of the respondents who use ATM cards of other
banks i.e. (Vijaya Bank, ICICI, UBI etc.)

Page 14

Table 3.2.9
Showing the preference of ATM service of the respondents
ATM service quality No. of respondents % of Respondents

State Bank of India 52 52

Allahabad Bank 33 33

Others 15 15

Total 100 100

Figure 3.2.9
Preference of ATM service of the respondents

60

50 No of respondents

40

30

20

10

0
State Bank Of India Allahabad Bank Others

Findings: The above table shows that out of 100 respondents 52 0f the respondent find the
service of SBI much better than the rest of the other two, i.e. only 33 respondents find the
service of Allahabad Bank ATM better and 15 respondents find the services of other banks
better.

Page 15

Table 3.2.10
Showing the quality of ATM card
Satisfaction Level No. of customers Percentage (%)

Highly Satisfied 41 41

Partially Satisfied 44 44

Poorly Satisfied 13 13

Unsatisfied 2 2

Total 100 100

Figure 3.2.10
Quality of ATM card
Unsatisfactory
Poorly satisfied 2%
13%

Highly satisfied
41%

Partially sat -
isfied
44%

Findings: From the above table it is clear that 2% of SBI and Allahabad Bank customers
are not satisfied with the quality of ATM card, 21% are poorly satisfied, 44% are partially
satisfied and 41% of the respondents are highly satisfied.
Page 16

Table 3.2.11
Showing the validity period of the ATM cards
Validity period of ATM No. of respondents % of respondents

Upto 5years 22 22

6-10 years 30 30

More than 10 years 33 33

No expiry 15 15

Total 100 100

Figure 3.2.11
Validity period of ATM Card
35

30

25

20

15

10

0
Upto 5 years 6-10 years More than 10 years No expiry
No of respondents

Findings: The above table reveals that out of 100 respondents 22 respondents said their
validity is upto 5 years, 30 respondents said that their validity is between 6-10 years, 33
respondents said that their validity is more than 10 years and 15 respondents said that their
ATM card has no expiry date.

Page 17

Table 3.2.12
 Showing the use of ATM service by the respondents

No Of times ATM used State Bank Of India Allahabad Bank

1-2 times in a week 19 12

2-3 times in a week 17 8

3-4 times in a week 12 7

More than 4 times in a 15 0

week
Total 63 27

Figure 3.2.12
No of times ATM service used in a month
20
18
16
14
12
10
8
6
4
2
0
1-2 times in a week 2-3 times in a week 3-4 times in a week More than 4 times in a
week

State Bank Of India Allahabad Bank

Findings: The above table reveals that out of 100 respondents, 19 respondents from State
Bank Of India and 12 respondents from Allahabad Bank use their ATM service 1-2 times in a
week, 17 respondents from SBI and 8 respondents from Allahabad Bank use their ATM
service 2-3 times in a week, 12 respondents from SBI and 7 respondents from Allahabad
bank use their service 3-4 times in a week, and 15 respondents from SBI use service more
than 4 times in a week.
Page 18

Table 3.2.13
 Showing the purpose of use of ATM service

ATM service State Bank of India Allahabad Bank

Depositing cash 4 0

Withdraw of cash 63 27

Request cheque book 0 0

Paying utility bills 24 19

Transfer of funds 8 0

Check amount balance 60 27

Others 3 8

Figure 3.2.13
Purpose of use of ATM card
70
60
50
40
30
20
10
0
rs
sh

lls

ds
..
sh

l...
e.

he
bi
ca

ca

un

ba
qu

Ot
ity
ng

of

ff

nt
he

til

ro
siti

aw

ou
tc

gu

sfe

cc
po

dr

es

yin

ka
De

ith

an
qu

ec
Pa

Tr
W

Re

State Bank of India Allahabad Bank

Ch

Findings: From the above table and graph the researcher can easily find out the maximum
of the respondents use their ATM service mainly for withdrawing cash from accounts, and
checking account balance. Page 19

Table 3.2.14
 Showing who motivate the respondents to use ATM service
Motivated By State Bank of India Allahabad Bank

Self 32 12

Friends 7 3

Bank 15 9

Advertisement 0 0

Other source 9 0

Total 63 24

Figure 3.2.14
Respondents Motivated to use ATM service by
35

30

25
State Bank Of India
20 Allahabad Bank

15

10

0
Self Friends Bank Advertisement Other source

Findings: From the above table it is found that maximum of the respondents from SBI as
well as Allahabad Bank are motivated by themselves to use ATM service.

Page 20

Table 3.2.15
Showing the number of transactions made by the respondents by their
ATM card monthly
Number of transactions State Bank of India Allahabad Bank

0-5 times 29 17

6-10 times 15 0

11-15 times 12 6

More than 15 times 7 4

Total 63 27

Figure 3.2.15
No. of transaction made by respondents monthly

30

25

20 State bank Of India

Allahabad Bank
15

10

0
0-5 times 6-10 times 10-15 times More than 15
times

Findings: From the above given table it is found that out of 63respondents of SBI, 29 of the
respondents make transaction 0-5 times in a month, 15 of them make transaction0-5 times in
a month,12 of them make transaction 10-15 times in a month and 7 of them make transaction
more than 15 times in a month. Whereas from 27 respondents of Allahabad Bank 17 of them
make transactions 0-5 times in a month, 6 of them make transactions 10-15 times in a month
and 4 of them make transactions more than 15 times in a month. Page 21

Table 3.2.16
Showing the satisfaction level with the promptness of ATM card delivery
Satisfaction Level No. of customers Percentage

Highly satisfied 42 42

Partially satisfied 24 24

Poorly Satisfied 26 26

Dissatisfied 8 8

Total 100 100

Figure 3.2.16
Satisfaction Level of ATM card delivery
Dissatisfied
8%

Poorly Satisfied Highly Satisfied

26% 42%

Partially satisfied
24%

Findings: From the above table it is found that out of 100 respondents, 42% of respondents
are highly satisfied, 24% of respondents are partially satisfied, 26% of them are poorly
satisfied and 8% are dissatisfied.

Page 22

Table 3.2.17
 Showing the satisfaction level with the location of the ATM

Satisfaction Level No. of users Percentage

Highly Satisfied 39 39

Partially satisfied 28 28

Poorly Satisfied 19 19

Dissatisfied 14 14

Total 100 100

Figure 3.2.17
Satisfaction level with location of ATM

40
35
30
No. of users
25
20
15
10
5
0
Highly Satisfied Partially satisfied Poorly Satisfied Dissatisfied

Findings: From the above table it is found that out of 100 respondents 39(39%) of them are
highly satisfied, 28(28%) of them are partially satisfied, 19(19%) of them are poorly satisfied
and 14(14%) of them are dissatisfied.

Page 23

Table 3.2.18
 Showing the preference of respondents for use of ATM machine rather
than going to Bank Branch

Consumption Of time No of users Percentage

Yes 100 100
No 00 00
Total 100 100

Figure 3.2.18
Preference of respondents

Yes
No

100%

Findings: From the above table it is clearly seen that all the respondents (i.e. 100%) are
satisfied with using the ATM machine rather than going to the Bank branch as it is time
consuming.

Page 24

Table 3.2.19
 Showing the overall best bank services

Name of the bank No of users Percentage

State Bank of India 68 68
Allahabad Bank 27 27
Other 5 5
Total 100 100

Figure 3.2..19
Overall best bank services
Other
5%

Allahabad Bank
27%

State Bank of India

68%

Findings: From the above table it is clear that in present competitive market State Bank Of
India gives the best overall services as out of 100 respondents 68% gives preference to SBI,
27% of them give preference to Allahabad Bank and 5% of them give preference to the other
bank.

Page 25

Table 3.2.20
 Showing the problem faced through non acceptance of their ATM card

Problem faced through No. of respondents % of respondents

ATM card
Yes 12 12
No 88 88
Total 100 100

Figure 3.2.20
problem of facing non-acceptance of ATM card

12%

Yes
No

88%

Findings: From the above table it is clear that out of 100 respondents 88% of them did not
face any problem of non-acceptance of their ATM card in different ATM machine, whereas
12% of them said that they faced the problem of non-acceptance of ATM card.

Page 26

Table 3.2.21
 Showing the amount charged in case of issuing duplicate ATM card

Amount(Rs.) No of respondents % of respondents

100 16 16

200 48 48

300 23 23

Others 13 13

No charge 00 00

Total 100 100

Figure 3.2.21
Amount charged in case of issuing duplicate ATM

50
45
40
35
No of respondents
30
25
20
15
10
5
0
100 200 300 Others No charge

Findings: The above table shows that out of 100 respondents, 16% of respondents said that
they are charged a minimum amount of Rs. 100, 48% of them said that they are charged Rs.
200, 23% of them inferred that their charges are at least amount of Rs. 300, 13% of them said
they are charged random amounts in case of issuance of a duplicate ATM card.
Page 27

Table 3.2.22
Showing the suggestion to prefer ATM card of their bank
Suggest to prefer ATM No. of users % of users
card

Yes 82 82

No 18 18

Total 100 100

Figure 3.2.22
Suggestion to prefer ATM card

90
80
70 No. of users
60
50
40
30
20
10
0
Yes No

Findings: From the above table we got the inference that the following banks ATM cards
are to be used according to the rating. 82% users prefer to suggest their ATM card for use
while 18% of them don’t prefer to use.
Page 28
 CHAPTER 4
FINDINGS, SUGGESTION AND RECOMMENDATIONS &
CONCLUSIONS
4.1 Findings:-
1. There were 100 respondents and it is very good result to see that all the 100
respondents are ATM users.
2. From 100 respondents there are 55 (55%) male respondents and 45 (45%) female
respondents. Therefore it is found that majority of males use ATM service according
to the research.
3. Among the 100 respondents there are 31 (31%) respondents who are married and 69
(69%) respondents are in unmarried group which includes students, service holders
etc.
4. Out of all the respondents it is clear that occupations of the users are not exactly the
same. 18 respondents are service holders, 41 respondents are students, 22 respondents
are running their own business and 19 respondents are in other occupation group.
Therefore it is found that majority of the users are students.
5. Among the 100 respondents of the Duliajan town, in the age group of below25 years
are more outnumbered than that of other age groups. The age group inclined that the
juniors are using ATM service more than the younger. The second most users were in
the age groups of 32-37 years and 37& above years.
6. There are no respondents under qualification group of under H.S.L.C, H.S.L.C pass
and under H.S. There are 6 (6%) H.S. pass respondents, 38 (38%) under graduate, 29
(29%) graduate, 17 (17%) post graduate, and 10 (10%) with other qualifications.
Therefore it is clear that majority of users of ATM service according to the no. of
respondents are under- graduate.
7. Out of 100 users of ATM, SBI ATM cards have an overwhelming majority, 63% are
the users of SBI ATM cards, and 27% are the users of Allahabad Bank ATM cards
and rest of the 10% are the users of other banks ATM cards. These shows that ATM
of SBI is much more popular than compared to Allahabad Banks and other Banks.
8. ATM holders can hold any account it may be saving a/c, current a/c etc. Out of 100
respondents it is found that 76 (76%) of the respondents have saving a/c, 22 (22%)
have current a/c and rest 2 (2%) have other a/c. Hence it is clear that majority of the
respondents have savings a/c.
9. Out of 100 respondents, 52% of the respondents find the ATM service of SBI much
better than compared to Allahabad Bank i.e. 33% and other banks i.e. 15%.
10. The users of ATM always look forward for a good quality of ATM card they are
holding. Out of 100 respondents, 41% of them are highly satisfied with the quality of
the ATM cards, 44% of them are partially satisfied, 13% of them are poorly satisfied
and 2% of them are not at all satisfied. Therefore the overall research is that
majority of the respondents are partially satisfied with the quality of the
ATM cards.
Page 29
 11. There are many people who use ATM services frequently and there are many even
don’t. Out of 100 respondents 19 % of them use the service 1-2 times in a week, 17%
use 2-3 times in a week, 12% use 3-4 times in a week and 15% use more than 4
weeks.
12. ATM card provide various services. Out of 100 respondents 4% of them use for
depositing cash, 63% use for withdrawing cash, 24% use for paying utility bills, 8%
use for transfer of funds, 60% of them use for checking balance.
13. In present world there are still some of them who don’t know about the ATM service
so they should be motivated by others. Here out of 100 respondents i.e. including SBI
ATM users, Allahabad ATM users and other bank ATM users 68 of them are
motivated by themselves, 11 respondents were motivated by their friends, 18 were
motivated by their respective banks and rest 3 of them were motivated by other
source.
14. Out of 100 respondents it is found that 39% of respondents are highly satisfied with
the location of their ATM, 28% of respondents are partially satisfied, 19% of them are
poorly satisfied and 14% of them are dissatisfied.
15. Out of 100 respondents it is found that all the respondents prefer using ATM machine
rather than going to the bank branch for transaction as it is a time consuming process.
The overall service provided by SBI ATM is much better than compared to Allahabad
Bank and others bank i.e. 68% for SBI, 27% for Allahabad Bank and 5% for other
bank.
16. Out of all the respondents 88% of them don’t face the problem of non - acceptance of
their ATM card which is a good result but still 12% of them face this problem.

4.2 Suggestion and recommendation:-

1. SBI ATM card offers a lot of benefit which no other single option could
offer. So the advisor should try to change their mindsets. The advisor
should try for more and more young investors. Young investors as well as
persons at the height of their career may be reluctant to go to the advisors
due to lack of initiatives or paucity of time.
2. Younger people age under 25 years of age is a key to new users group, so
greater efforts are taken to motivate them for investing in SBI.
3. In order to avoid the fraudulent use of ATM cards, digital imaging of
fingerprints in lieu of PIN may be suggested.
4. In case of technical problems like non functioning of the machine when
the card is put into the machine, frequent repairs of the machine, non-
availability of cash etc. immediate and proper maintenance of the
machine has to be taken care by the bank.
5. ATM centers are highly concerned with the withdrawal of money from
the account. There are only limited ATM centers accepting deposits.
Therefore it is suggested to increase the number of ATM centers
accepting deposits, so that the users who wanted to deposit money need
not to stand in queue in the bank deposit counter.
 Page 30

6. Majority of the respondents suggested that the transaction should not be

limited till 5 transactions, after 5 transactions bank deduct a significant
amount of charge upon the use of ATM for every transaction. Banks
should make the use of ATM totally free as because in present world
99.99% of the bank account holders use ATM in their day to day life
rather than carrying a big amount of cash with them.
4.3 Conclusions:-
Banks plays a very important role in our economy, it is very difficult to imagine how our
economy system could function efficiently without many of their services. They are the heart
of our financial structure, since they have the ability to add money supply of the nation and
create additional purchasing power. ATMs have emerged as major tool for banking services
across the country. This study has made an attempt to understand the popularity of ATM in
Duliajan Town.
ATM has emerged as a major tool for banking service across the country. ATMs are the
fastest and safest means to withdraw cash to those who travel far and wide. It saves the time
of both customers as well as bank officials.
According to findings all the respondents use ATM cards for their bank transactions. Now
days we see many changes in banking administration and customer service area. It is found
that SBI has modified their ATM service with a new transaction of pass book entry and cash
deposit but not the Allahabad Bank.
Hence Allahabad Bank should look forward for improving their condition and should add
more facilities in their ATM service.
 Page 31

BIBLIOGRAPHY
References

 http://en.m.wikipedia.org/wiki/Bank
 http://en.m.wikipedia.org/wiki/State_Bank_of_India
 https://en.m.wikipedia.org/wiki/Allahabad_Bank
 http://www.investopedia.com/terms/a/atm/asp
 http://www.livestrong.com/article/67746-disadvantages -automatic-teller-
machines/

Page 32
 ANNEXURE 1
“A COMPARATIVE STUDY ON THE SERVICES PROVIDED BY THE
ATM CARD OF SBI & ALLAHABAD BANK”
QUESTIONNAIRES
Dear Sir/Madam
I am the student of DHSK COMMERCE COLLEGE, Dibrugarh,
Department of Accounting and Finance and presently doing a project on
“The Services Provided By The ATM Of SBI & Allahabad Bank”. I
request you to kindly fill the questionnaire. Your information will be kept
confidential. Your answers are valuable to my project. Thank you for your
kind cooperation.
*PLEASE TICK ( ) IN THE SQUARES PROVIDED
1) Name of the Respondent-...............................................................
2) Address-....................................................................................................
3) Gender- a) Male b) Female
4) Age-......
5) Occupation-......................
6) Marital Status- a) Married b) Unmarried
7) Qualification-
a) Under H.S.L.C.
b) H.S.L.C Pass
c) Under H.S
d) H.S Pass
e) Under Graduate
f) Graduate
g) Post-Graduate
h) Others (Specify)...............................................................
8) Annual Income-
a) Upto Rs. 50000
b) Rs.50001- Rs.100000
c) Rs.100001- Rs. 150000
d) Rs. 150001 and Above
9) Are you an ATM User?
a) Yes
b) No
c) If no (why) …………………………………………………..

Page 33
10) What type of account do you have?
a) Savings a/c
b) Current a/c
c) Fixed a/c
d) Others
11) Which ATM do you use frequently?
a) State Bank of India b) Allahabad Bank
b) c) Others (Specify).............
12) Which ATM service do you find better?
a) State Bank Of India b) Allahabad Bank c) other (if
Any).................
13) How is the quality of the ATM card you are holding?
a) Highly satisfied
b) Partially satisfied
c) Poorly satisfied
d) Unsatisfactory
1) What is the validity period of your ATM Card?
a) Upto 5 years
b) 6-10 years
c) More than 10 years
d) No Expiry
2) How frequently you use ATM service?
a) 1-2 times in a week
b) 2-3 times in a week
c) 3-4 times in a week
d) If more (specify)..........................
3) You use ATM service for:
a) Depositing Cash
b) Withdraw of cash
c) Request cheque book
d) Paying utility bills like (water, phone etc)
e) Transfer of Fund
f) Check Account balance
g) Others (Specify)........................................................................

Page 34
 17)Who motivated you to use the ATM service?
a) Self
b) Friends
c) Bank
d) Advertisement
e) Other source (specify).........................
18) How many transactions do you make with your ATM card monthly?
a) 0-5 times
b) 6-10 times
c) 10-15 times
d) More than 15 times

19) Are you satisfied with the promptness of your ATM card delivery?
a) Highly satisfied
b) Partially satisfied
c) Poorly satisfied
d) Dis-satisfied

20) Are you satisfied with the location of you ATM centre?
a) Highly satisfied
b) Partially satisfied
c) Poorly satisfied
d) Dissatisfied
21) Do you prefer use of ATM machine rather than going to Bank
Branch for transaction?
a) Yes b)No
22) In present competitive market which bank gives you the overall best
services?
a) State Bank Of India
b) Allahabad Bank
c) Other (specify)..........................................
23) Do you face problem of non acceptance of your ATM card in other
ATM machines?
a) Yes
b) No
c) If yes, then give what?..................................................................
P a g e 35
24) What is the amount charged for issuing duplicate ATM card in case
if card is lost or blocked or damaged?
a) Rs. 100
b) Rs. 200
c) Rs. 300
d) Others then mention the amount..............................
e) No charge
25) Would you like to suggest any one to prefer ATM card of your Bank?
a) Yes
b) No
c) If yes then what………………………………….....
26) Do you want to give any suggestion for improvement of your ATM
card services- yes/no? If yes then please give your view-
......................................................................................................................
......................................................................................................................
......................

Date-................ ....................................
Signature of Respondent

Yours Sincerely
Khanjanika Chetia

P a g e 36