LIST OF CONTENTS

PAGE
CHAPTERS CONTENT
NO
1 INTRODUCTION 1

1.1 INTRODUCTION OF THE STUDY 2

1.2 STATEMENT OF THE PROBLEM 3

1.3 SCOPE OF THE STUDY 4

1.4 OBJECTIVES OF THE STUDY 5

1.5 RESEARCH METHODOLOGY 6-7

1.6 LIMITATIONS OF THE STUDY 8

2 REVIEW OF LITERATURE 9-18

3 THEORETICAL FRAME WORK 19-22

4 DATA ANALYSIS AND 23-42
INTERPRETATIONS
5 FINDINGS,SUGGESTIONS, 43-46
CONCLUSION
BIBLIOGRAPHY 47-48
APPENDIX 50-52
 LIST OF TABLES &CHARTS
NO CONTENT PAG
E
NO:
4.1 Age Wise Distribution 24

4.2 Gender 25
4.3 Education 26
4.4 Occupation 27
4.5 Monthly Income 28
4.6 Usage of ATM 29
4.7 30
Factors behind the selection of ATM

4.8 Services most frequently used 31

4.9 Frequency of using of the ATM 32
4.10 Satisfaction on the fee of FEDERAL ATM 33
4.11 Satisfaction concerning the FEDERAL ATM 34
center’s in Valanchery area
4.12 Satisfaction to the security of FEDERAL Pin 35
numbers
4.13 36
Comparison of FEDERAL services to other bank
ATM service’s
4.14 Problem faced while using in FEDERAL ATM 37
4.15 38
Presence of any suspicious persons near ATM

4.16 39
Video surveillance At ATM intrude on privacy

4.17 Effects of demonetization 40

4.18 Net banking or Atm are Powerful 41
4.19 ATM Important in our life 42
 CHAPTER 1

INTRODUCTION

1
 INTRODUCTION

Banks are the reservoirs of the financial resources. They store nation’s
wealth. These banks have made continuous improvement and development in
their operations. Diversification and innovations are introduced in the functioning
of banks with a view to improve their performance and to meet the developmental
needs of the economy. Apart from traditional banking functions such as lending
and borrowing banks provide a number of value added services.

The evolutionary trend from cash economy to cheque economy and

onwards to plastic card economy is witnessed in the introduction of ATMs. ATM
is a device that allows customers to have an ATM card to perform routine banking
transactions like withdrawal of deposited funds, check account balances, transfer
funds and check statement information. ATM cards are known by a variety of
names such as bank card, MAS (money access card), client card, key card or cash
card. In banking networks, two functions of ATM cards and debit cards are
combined into a single card simply called debit card. Any ATM on the road side
can provide cash needs of customer. The ATM services has achieved noticeable
acceptance by the bank customers. All people irrespective of rural or urban deals
with banking institutions and day by day popularity and uses of ATM are
increasing among people. with the arrival of different utilities of ATMs,
customers migrated from routine bank transactions of teller counters to automated
teller machine. ATMs are currently popular in India that enables the customers to
withdraw their money 24 hours a day, 7 days a week.This project deals with the,
A STUDY ON CONSUMER PERCEPTION OF FEDERAL BANK ATM
SERVICES IN
VALANCHERY AREA It is conducted for
knowing the perception level of FEDERAL ATM services among its customers.
FEDERAL
ATM gives best services in rural and urban area. And it is conducted to identify
the consumer perception of FEDERAL ATM Services.
2
 STATEMENT OF THE PROBLEM

ATM services are common in banking industry. ATM services comprise of

multiple elements like withdrawal facility, Transfer of funds, Payment of bills,
Etc….

Even the services are many in number of largest majority of them are not
used by customers. As, it is of great importance to study the level of awareness,
usage, satisfaction, problem experienced in the use of ATM services. The
demonetization policy of Indian government effected to large extent the usage
of ATM services. The study also intended to examine level of awareness, uses
and perception of customers on usage of ATM’S before and after
demonetization

3
SCOPE OF THE STUDY

The study reveals the scope of letting no more about the customer service provided and
the effective of the fedral bank atm services. For the in-depth analysis here we take the
variables as customers of fedral bank atm. Here by we collect the merits and demerits
of the services towards the customers of federal bank moreover the present study
conveys the problems of the customers of fedralbank within the services of atm,
customer’s reviews put forward no expanding facilities that could improve the services,
awareness level about securities and improved service.

4
 OBJECTIVES OF THE STUDY

Primary objectives:

• The primary object of the study on consumer perception of Federal bank ATM services
in Valanchery area

Secondary objectives

 To Identify facilities and services provided in ATM to its customers.

 To know the level of awareness of customers on FEDERAL ATM.
 To know the level of usage of s elected ATM services of FEDERAL customers.
 To Identify the problem experienced by the customers on ATM services.
 To know the usage of ATM services before and after Demonetization.

5
RESEARCH METHODOLOGY

Research methodology is a systematic way to solve the problem. It is the

description, explanation and justification of various methods conducting
research , this idea deals with the statement of the problem, research design
sample design, source of the data collection, hypothesis and statistical tools
used for the data analysis and interpretation a research methods helps in
arriving at solution by relating data with unknown aspect of the problem for
the purpose of completing the project the data collected as follows

Research design

Descriptive research is used for the study the major purpose descriptive research is
description of state of affairs as it exists at present it involves collection and analysis of
data

Population

Here the population is all the people in the valanchery area

Sample size

The sample size is the 50 people in the valanchery area

Sampling method

The method of sampling used in the study is convenience sampling method

Period of study
The study we conducted for period of 21 days

6
SOURCE OF DATA

The source of data includes primary and secondary data

 Primary data
Primary data collected by distributing questionnaire to various respondents.
The questionnaire method was supplied for getting the systematic style of
arranging the objective questions related to the impact of media advertisement
 Secondary data
Secondary data is needed for the proper interpretation of the primary data. In
this study used secondary data obtained from books, internet, magazines, etc.

TOOLS FOR ANALYSIS

Percentage= no of respondents *100

total no of respondents

7
LIMITATATIONS OF THE STUDY

 Time duration of the study is limited

 Taking only small portion of population is taken as sample size
 No responsiveness of respondents

8
 CHAPTER 2
REVIEW OF LITERATURE

9
CONSUMER PERCEPTION
The topic consumer perception and frequency of usage basically come from
consumer behavior. The purpose of the present study is to provide an over view
of existing research work about consumer behavior and perception. Consumer
behavior is the study of why, when, and how. Consumer behavior is that rational
behavior that consumer shows toward products or services taking. Consumer
behavior is the mixture of psychological, social, economic, and social
anthropological situations and environment.

Consumers’ perception of quality is measured an essential determinant of product

choice (Zenithal, 1988)
Perception is how human recognize and interpret stimuli (SITTER, 2008).
In other words, perception is the first impression that individual draw and on the
basis of it select, and interpret information to form a meaningful picture of the
world (MUNNUKKA, 2008). That’s why it is believed that consumer perception
influence customer level of satisfaction and so their buying and usage decisions.

PROCESS OF CONSUMER PERCEPTION

1. Sensation
2. Attention
3. Interpretation
4. Retention

8
SENSATION
Sensation is a stimulation of a consumer’s sensory receptors and transmission
of the information to the brain and the spinal cord with a help of nerve cells. In
theoretical works on consumer behavior sensation is usually considered as a
physiological mechanism that helps a human, using his sensory receptors (eyes,
ears, nose, mouth and skin) to react to external stimuli (image, sound, scent, taste
and texture). Sensation, activated by external stimuli, can be of three types:
passive, active and selective. The intensity of sensory input depends on the
sensitivity of receptors and the intensity of signals that are limited by the
absolute threshold that refers to the minimum amount of stimulation that can be
detected on a sensory channel and the ability of an individual to adapt the margin,
depending on circumstances. In addition to this, every sensation is conditioned
by the variation of environmental energy, defined by the differential threshold.

9
ATTENTION
Attention is another element of the perceptual process. Attention as a
filtering mechanism of the information provided by a stimulus. The researchers
claim that attention is expressed as a processing scope of the quantity of stimulus
information. The bigger the scope of the stimulus processing, the more of the
stimulus information a consumer realizes and conceives.

INTERPRETATION
Interpretation is the element of the perceptual process as a process of
sensation decoding. The authors are very particular to note that during this process
feeling are turned into symbols such as words, numbers or images and other.
Symbols are also used for information storage and further analysis. The
interpretation is rending of a meaning for the signal received. The understanding
and decoding of a stimulus depends on the several factors such as sensibility of
an individual, his motivation and opportunities.

RETENTION
Retention places a significant emphasis on the last element of the
perceptual process known as retention in his works. The consumer memorizes
better and retains those signals and their meanings that are close to his attitudes.

10
 AUTOMATED TELLER MACHINE

Automated teller machines (ATMs) were the first well-known

machines to provide electronic access to customers. With advent of Automatic
Teller Machines (ATM), banks are able to serve customers outside the banking
hall. ATM is designed to perform the most important function of bank. It is
operated by plastic card with its special features. The plastic card is replacing
cheque, personal attendance of the customer, banking hour’s restrictions and
paper based verification. ATMs have made hard cash just seconds away all
throughout the day at every corner of the globe. ATMs allow you to do a number
of banking functions – such as withdrawing cash from one’s account, making
balance inquiries and transferring money from one account to another – using a
plastic, magnetic-strip card and personal identification number issued by the
financial institution.

The Indian ATM industry has seen explosive growth in recent times.
ATMs represent the single largest investment in the electronic channel services
for the Banks. In India, HSBC set the trend and set up the first ATM machine here
in 1987. Since then, they have become a common sight in many of our metros.
Automated Teller Machines (ATMs) have gained prominence as a delivery
channel for banking transactions in India. Banks have been deploying ATMs to
increase their reach. While ATMs facilitate a variety of banking transactions for
customers, their main utility has been for cash withdrawal and balance enquiry.
Clearly, industry watchers forecast a bright future for ATMs in India. While the
ATM is a great service for customers, for the banks it means immense savings on
the cost of operations.

11
USES OF ATM

Cash Withdrawal
The most popular service on our ATMs enables customers to withdraw
up to a daily limit of Rs. 20,000/-

Fast Cash

This service which enables you to withdraw your preferred amounts

with just a touch. The options in the denomination of 100, 200, 500, 1000,
2000, 3000,5000, 10,000 are available.

Pin change

Use this service to change your password at regular intervals.

Balance Enquiry

Use this service to check the current available balance in your account.
This service is also available on the main option screen after swiping your card.
You can also ‘Go Green' by selecting the view option as the balance is displayed
on the screen else get a transaction receipt by selecting print.

Mini statement

Keep track of the transactions in your account by availing this service. Mini
statement gives you an insight into the last 10 transactions in your account.

12
Card to Card Transfer

Send cash in a flash from one FEDERAL Debit Card to the other. Using this
free and easy service, you can transfer up to Rs.40,000/- per day instantly to your
loved ones. There is no limit on number of transactions. The limit of Rs.40,000/-
per day will be common across the C2C and Card to Account facility. All you
need is your FEDERAL debit card, your pin and the beneficiary's debit card
number.

Credit Card Payment (Visa)

Use this service to pay the bill of any Visa credit card. Credit Card Payment
Make a paperless payment of your FEDERAL credit card bill.

Mobile Top-up

Talk non-stop and recharge your mobile prepaid connection from any ATMs. A
popular service amongst customers, it ensures you never run out of time to catch
up with your dear ones over the mobile network.

Cheque Book Request Order

Your cheque book without visiting the branch or filling in any transaction
slips. Remember to update your registered address in the branch as the cheque
book will be delivered at the address registered in the branch.

13
Bill payment

Use ATMs to pay your utility bills viz.

Mobile Banking Registration

Register/Deregister your mobile banking application using our ATMs.

Inter-mobile Mobile Payment System

You can register for the IMPS service at all our ATMs. This service allows
you to transfer money to any other person with a registered IMPS number
instantly.

FUNCTIONS OF ATM MACHINE

 Deposit currency recognition, acceptance, and recycling.

 Paying routine bills, fees, and taxes (utilities, phone bills, social
security, legal fees, taxes, etc...)
 Printing bank statements.
 Updating pass books.
 Loading monetary value into stored value cards.
 Purchasing - Postage stamps - Lottery tickets - Train ticket - Concert
tickets – Movie Tickets - Shopping mall gift certificates.
 Games and promotional features.

14
 TYPES OF ATM’S
There are two classification’s 1 –
By Nature :
A. Bank ATM: The ATM’s which are owned, installed and managed by banks.
B. Brown Label ATM’s - They are outsourced to a company who
installs, manages and look after the ATM’s. These have a logo of the
bank that ensures it is installed by the bank. These are mostly used by
private sector banks.
C. White Label ATM’s - These are similar to Brown Label ATM’s

except they don’t have any logo of the bank.

2 – By Location :
A. Onsite ATM’s, - These ATM’s are seen in the bank or
its branch building.
B. Offsite ATM’s - These ATM’s are in separate building but
in the area where the bank.
C. Stand Alone ATM’s - These are similar to Offsite ATM’s except they are
nowhere in the bank or its branch area. It is mainly found in
malls and stations, etc.

HOW TO USE AN ATM

ATMs, which stand for "Automated Teller Machines," are an easy,

convenient way to access your bank account from almost anywhere. If
you're new to ATMs;

Insert your debit card into the ATM. Try to use the same card
as the ATM machine.
Select your language, if offered.
Enter your PIN when prompted.
Withdraw or deposit money, as needed.
Check your account balance or transfer money, as needed.
15
HOW ATM MACHINE WORKS
Process for withdraw cash
After the customer ATM card is approved the screen shows liar of operation.
After amount of withdraw is entered the ATM opens one of
four boxes by activating a door that rolls up to expose the face
of a bill.
At same time a suction device pulls the correct number of bill.
The bills are parsed on rollers and moved to holding area
until they are dispensed.
The bills are parsed on rollers and moved to holding area
until they are dispensed.
If the wrong number of bill is pulled or the bill is damaged the ATM
machine. Drop that bill into reject box and repeat the process.
The bills are dispensed.
A receipt is printed and transaction A recorded.

RULES TO KEEP ATM TRANSACTIONS SAFE AND SECURE

Please sign on the reverse of the card immediately on receipt.
Change your ATM PIN regularly.

Never keep the PIN with the debit card or write on it. Always memorize it.

Do not provide the ATM card and PIN details to anyone.

Do not let strangers come in to the ATM room or take their help to
complete the transactions.
Hide the keypad while keying in your PIN at ATM/POS terminals.
Do not throw your transaction slip in the ATM room as it
contains your account information.
Always wait till the ATM returns to the idle mode and the green
light isblinking.
Insist on swiping your card in your presence in hotels/shops/malls, etc.

16
 Never swipe your card at POS machines kept at unknown temporary stalls.
Block and destroy your old card, when you get a new one.
Register your mobile number at the Branch to get SMS alerts for all
transactions.

ADVANTAGES OF AUTOMATED TELLER MACHINE

 ATM provides 24 hours service.

 ATM gives convenience to the bank’s customers.
 ATM reduces the workload of bank’s staff.
 ATM provides service without any error.
 ATM is very beneficial for travellers as they don’t have to
carry large amount of cash.
 ATM may give the consumers new currency notes and not soiled notes.
 There is no need of filling forms because ATM requires no such document.
 ATM’s help in reducing the cost of operation as it
reduces human intervention and increases profitability
of banks.
 The financial consequences which would arise of an incorrect
machine also provides incentive to the bank to minimize
malfunctions.
 Some ATM’s print each transaction to a roll paper journal which
is stored in the ATM.

17
DIS-ADVANTAGES OF AUTOMATIC TELLER MACHINE

 ATM Card cloning fraud

 Fake ATM’s
 Attack on ATM’s
 PIN crack
 The ATM machine doesn’t guarantee a 100% availability of cash.

 Consumers were faced with an increase in ATM crimes and scams.

 ATM’s cannot be provided in rural areas.
 The cash deposit facility is restricted and not safe as dropping of
envelope in an ATM is not advisable.
 There is strong possibility of misusing ATM card if
misplaced, lost or stolen. There are number of such reported
incidences nowadays.

18
 CHAPTER -III

THEORETICAL FRAME WORK

19
PROFILE OF FEDERAL BANK ATM SERVICE

The banking sector has seen a number of changes. Most of the bank has begun to take an innovative
approach towards banking with the objective of creating more value for customers in the banks. Banking
in India has already undergone a huge transformation in the years since independence. The rate of
transformation was particularly high in the 1990s and 2000s, when a number of innovations changed the
way banking was perceived. Banks also sharpened their focus on rural markets and introduced a variety of
services geared to the special needs of their rural customers.

In the future, banking will be driven more of technology and telecommunication and
technology, public sector banks have made rapid strides in product innovation and delivery, thereby
improving quality of customer services. Technological change have brought about paradigm shift in the
process today's banking. Internet banking and will enable three profit centers," namely treasury, corporate
banking and retail banking to launch new products and provide quality services to a wider customer base.

Satisfied customer is the best guarantee for stability of the organization in the long run. Banks
can satisfy their customers only by providing customized, cost effective and timely services. With the help
of technology banks are able to provide variety of products and services to their customer which suits them.
Major services provided by them Indian banks that are of international standards are any time banking
anywhere banking, global ATM and credit cards, Internet banking facility etc.

20
USEFUL SERVICES PROVIDED BY THE ATM

 Open or withdraw a fixed deposit. You can open a fixed deposit with your bank
using an ATM.

 Recharge your mobile.

 Pay income tax.

 Deposit cash.

 Pay insurance premium.

 Apply for personal loan.

 Transfer cash.

 Pay your bills.

ADVANTAGES OF ATM

 Provide Convenience to Customers. Customers are able to do financial

transactions conveniently with the use of ATMs.

 Offer 24×7 Service.

 Reduce Banks Workload.

 Access to Bank Account from Anywhere.

 Minimizes Transactions Cost.

21
 WHAT ARE THE SERVICES OFFERED BY FEDERAL BANK

 Electronic Clearing Services (ECS) Electronic Clearing Services (ECS) Want

to make periodic payments without the hassle.

 AWB Services. Anywhere Banking Services

 E-Maintenance.

 Safe Deposit Lockers.

 Telebanking Services.

 ATM Services.

Federal Bank Limited

Federal Bank Limited is an Indian private sector bank headquartered in Aluva,

Kochi. The bank has 1,272 branches spread across different states in India.It
also has representative offices abroad at Abu Dhabi, Qatar, Kuwait, Oman, and
Dubai. With a customer base of over 10 million, including 1.5 million NRI
customers and a large network of remittance partners around the world, Federal
Bank handled more than 15% of India's total inward remittances of $79 billion
in 2018. The bank has remittance arrangements with more than 110
Banks/Exchange Companies around the world. The bank is also listed in the
BSE, NSE and London Stock Exchange and has a branch in India's first
International Financial Services Centre (IFSC) at GIFT City.

22
 CHAPTER -IV

DATA ANALYSIS
AND
INTERPRETATIONS

23
 TABLE & CHART SHOWING THE AGE WISE
DISTRIBUTION OF RESPONDENTS

Table no :4.1
Sl.No Particulars No .of Respondents %
1 15 To 30 24 48%
2 31 To 45 12 24%
3 45 To 60 12 24%
4 Above 60 2 4%
Total 50 100
Source: Primary data

Chart no
:4.1

above60, 4%

45to60, 24%
15to30
31to45
15to30, 48%
45to60
above60

31to45, 24%

Interpretation

The above table shows that the 48% of respondents are 15 to 30 age group,
24% of respondents are 31 to 45 and 45 to 60 age group, and 4% of respondents
are above 60 age group.

24
TABLE &CHART SHOWING THE
GENDER

Table no :4.2
Sl.no Particula No. of Respondents %
rs
1 Male 30 60%
2 Fe-male 20 40%

Total 50 100%

Source :
Primarydata
Chart no :4.2

2nd Qtr
40%

1st Qtr
60%

Interpretation

The above table shows that 60% of respondents are Male and 40% of
respondents are Fe-male.

25
 TABLE &CHART SHOWING THE EDUCATION

Table no :
4.3

Sl.n Particulars No. of %

o
Responden
ts
1 Illiterate 4 8
%
2 High 12 24%
School
3 Graduate 15 30%
4 Post 8 16%
Graduate
5 Professiona 6 12%
l
6 Others 5 10%
Total 50 100%
Source: primary data
Chart no :4.3
35%

30%

25%

20%

15%

10%

5%

0%
illiterate high school graduate post graduate professional others

Interpretation

The above table shows that 30% of respondents are Graduate , 24%
respondents are High- school, 16% of respondents are Post-graduate, 12% of
respondents are Professionals, 10% of respondents are Others and 8% of
respondents are Illiterate respondents .
26
 TABLE &CHART SHOWING THE OCCUPATION

Table no :4.4

Sl. Particulars No .of %

No
Responden
ts
1 Govt . 5 10%
Employee
2 Pvt . 13 26%
Employee
3 Self, 8 16%
Employee
4 Un 3 6%
Employment
5 Student 15 30%
6 Others 6 12%
Total 50 10
0
%
Source :primary data

Chart No :4.4

others

student

un employment

self employee

pvt employee

govt employee

0% 5% 10% 15% 20% 25% 30% 35%

Interpretation
The above table shows that 30% of respondents are students, 26% of
respondents are Private Employees,16% of respondents are Self employment,
12% of respondents are Others, 10% of respondents are Government Employees
and 6% of respondents are Un employment.

27
 TABLE &CHART SHOWING THE MONTHLY INCOME

Table no :4.5

Sl.No Particulars No .of %

Respondents
1 Below 5000 19 38%
2 5001-10000 9 18%
3 10001-30000 17 34%
4 30001-50000 2 4%
5 Above 50000 3 6%
Total 50 100%
Source :primary data

Chart no :4.5

4%
6%

38%

34%

18%

below 5000 5001-10000 10001-30000 30001-50000 above 50000

Interpretation

The above table shows that 38% of respondents monthly income is

below-5000, 34% respondents monthly income i s 10001-30000, 18%
respondents mo n t h ly i n c o me 5001-10000, 6% respondents is Above
50000 and 4% respondents is 30001-50000.

28
 TABLE &CHART SHOWING THE USAGE OF ATM

Table no :4.6

Sl.no Particulars No. of respondents %

1 Less than 1 13 26%
year
2 1-5 year 23 46%
3 5-10 year 13 26%
4 Above 10 1 2%
year
Total 50 100
%
Source : primary data

Chart No : 4.6

50
45
40
35
30
Axis Title

25
20 Series 1
15
10
5
0
Lessthan 1 year 1-5 year 5-10 year Above 10 year
Axis Title

Interpretation

The above table shows that 46% of respondents in between 1-5 years,
26% of respondents areless than 1 year, and only 2% are in between above 10
years.

29
 TABLE &CHART SHOWING THE FACTORS BEHIND THE SELECTION
OF FEDERAL ATM

Table no : 4.7

Sl.no Particulars No .of respondents %

1 Service 21 42%

2 Locality 6 12%

3 Technology 5 10%

4 Cost- Effectiveness 10 20%

5 Security 8 16%

Total 50 100%

Source : Primary data

Chart no : 4.7

16%
42%
20%

10%
12%

service locality technology cost effectivness security

Interpretation

From the above table and chart shows that 42% respondents select federal bank ATM
because of this service and 20% select because of cost effectiveness.

30
TABLE &CHART SHOWING THE SERVICES MOST FREQUENCY USED

Table no : 4.8

Sl.No Particulars No. of %

Responden
ts
1 Withdrawal 15 30%
2 Deposit 13 26%
3 To know cash 8 16%
balance
4 Pin change 4 8
%
5 To know last 3 6
transaction %
6 Print statement 5 10%
7 Others 2 4
%
Total 50 100%
Source: primary data
Chartno:4.8

35%
30%
25%
20%
15%
10%
5%
0%
withdrawal deposit to know pin change to know last print others
cash transaction statement
balance

Interpretation

The above table shows that 30% respondents most frequently use the
withdrawal service and 26% use deposit services, and only 10% use
print statements.

31
TABLE &CHART SHOWING THE FREQUENCY THE USING OF THE ATM

Table no : 4.9

Sl.n Particulars No .of %

o Respondents
1 Once in a day 2 4%
2 Once in 3 days 6 12%
3 Once in a week 16 32%
4 Once in a month 26 52%
Tota 50 100
l %
Source: Primary data

Chart No : 4.9

4%
12%
once in a day
once in 3 days
52% once in a week
32% once in a month

Interpretation

The above table shows that 52% of respondents are using federal atm at once in a
month,32% of respondents are using once in a week, 12% of respondents are using
once in 3 days and 4% respondents are using once in a day.

32
 TABLE &CHART SHOWING THE SATISFACTION ON THE SERVICE
CHARGES OF FEDERAL ATM

Table No : 4.10

Sl.n Particulars No .of %

o Respondents
1 Highly - -
Satisfied
2 Satisfied 4 8%
3 Neutral 13 26%
4 Dissatisfied 20 40%
5 Highly 13 26%
Dissatisfied
Total 50 100
%
Source :Primary data

Chart no :4.10

45%

40%

35%

30%

25%

20% 40%

15%
26% 26%
10%

5% 8%
0% 0%
highly satisfied satisfied neutral dissatisfied highly
dissatisfied

Interpretation

The above table shows that 40% of respondents are Dissatisfied, On the service
charges 26% are Highly Dissatisfied, and 8% respondents are satisfied.

33
TABLE &CHART SHOWING THE SATISFACTION CONCERNING THE
SERVICE OF FEDERALATM CENTERS IN
VALANCHERYAREA

Table no :4.11

Sl.n Particulars No. of %

o respondents
1 Highly satisfied 4 8
%
2 Satisfied 8 16%
3 Neutral 13 26%`
4 Dissatisfied 10 20%
5 Highly 15 30%
dissatisfied
Total 50 100%
Source : primary data

Chart no :4.11

8%

30%
16%

26%
20%

highly satisfied satisfied neutral dissatisfied highly dissatisfied

Interpretation

It is clear that 30% respondents are highly dissatisfied regarding the service
of federal ATM centers in valanchery area.

34
TABLE &CHART SHOWING THE SATISFACTION REGARDING TO THE
SECURITY OF FEDERAL PIN NUMBER

Table no :4.12

Sl.n Particulars No. of %

o respondents
1 Highly satisfied 8 16%
2 Satisfied 6 12%
3 Neutral 18 36%
4 Dissatisfied 4 8%
5 Highly 14 28%
dissatisfied
Total 50 100%
Source : primary data

Chart no :4.12

highly satisfied satisfied neutral dissatisfied highly dissatisfied

16%
28%

12%

8%

36%

Interpretation

It is revealed that 36% respondents are in between the satisfaction and

dissatisfaction regarding the security of federal pin number and 28% are highly
dissatisfied .

35
TABLE &CHART SHOWING THE COMPARISON OF FEDERAL ATM
SERVICE TO OTHER BANK ATM SERVICES

Table no :4.13

Sl.N Particulars No. of %

o participants
1 Excellent 7 14%
2 Very good 11 22%
3 Good 12 24%
4 Average 8 16%
5 Bad 8 16%
6 Very bad 3 6%
7 Poor 1 2%
Total 50 100
%
Source : primary data
Chart No :4.13

30%

25%

20%

15%

10%

5%

0%
EXCELLENT VERY GOOD GOOD AVERAGE BAD VERYBAD POOR

Interpretation

The above table and chart shows that 24% respondents says that federal atm
service is good compare to other atm and 22% says that it is very good and only
2% says it is poor.
36
 TABLE &CHART SHOWING THE PROBLEM FACED WHILE USING
FEDERAL ATM

Table no :4.14

Sl.N Particulars No. of %

o participan
ts
1 Waiting for long time 6 12%
2 Inserting card incorrectly 3 6%
3 Limit on daily withdrawal 13 26%
4 Technical problem 7 14%
5 Other 21 42%
s
Total 50 100%
Source: primary data

Chart No :4.14

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
waiting for long inserting card limit on daily technical others
time incorrectly withdrawal problem

Interpretation
The above table shows that 42% of respondents are facing other problems,26%
respondents facing withdrawal limit, 14% respondents facing technical
problem,12% respondents time problem and 6% transferring problems.
37
 TABLE &CHART SHOWING THE PRESENCE OF ANY SUSPICIOUS
PERSONS NEAR ATM

Table no :4.15

Sl.n Particula No. of %

o rs respondents
1 Yes 28 56%
2 No 22 44%
Total 50 100%

Source: primary data

Chart no : 4.15

no
44%

yes
56%

Interpretation

The above table shows that result of presence of any suspicious respondents
near ATM 56% of respondents resulted as YES and 44% of respondents
resulted as NO.

38
 TABLE &CHART SHOWING WHETHER THE VIDEO
SURVEILLANCE AT ATM INTRUDE ON YOUR PRIVACY OR NOT

TABLE NO : 4.16

Sl.n Particulars No. of %

o respondents
1 Yes 31 62%
2 No 19 38%
Total 50 100%

Source: primary data

CHART NO : 4.16

no
38% yes
no
yes
62%

Interpretation

The above table shows that video surveillance intrude the privacy at 62% as
Yes and 38% as No.

39
TABLE & CHART SHOWING EFFECTS OF DEMONETIZATIONON
THE SPENDING PATTERN

TABLE NO: 4.17

Sl.N Particula No .of %

o rs Respondents
1 Very 30 60%
much
2 Slightly 9 18%
3 Not at all 11 22%
Total 50 100
%
Source: primary data

CHART NO: 4.17

Very
much
Slightl
y Not
at all

Interpretation

The above table shows that 60% demonetarization affected on very

much,22% as not at all and 18% as slightly.

40
TABLE&CHART SHOWING WHETHER THE NET BANKING OR ATM ARE
MORE POWERFUL

TABLE 4:18
PARTICULAR PARTICIPANTS %
ATM 28 56%
INTERNET BANKING 10 20%
BOTH 10 20%
NONE OF THESE 2 4%
TOTAL 50 100%
CHART NO: 4.18

60%

50%

40%

30%

20%

10%

0%
ATM INTERNET BANKING BOTH NONE OF THESE

Interpretation
The chart shows 56% respondents in atm,20% respondents in internet banking,20%
respondents in both and 4% respondents in none of these.

41
TABLE&CHART SHOWING ATM IMPORTANT IN OUR LIFE
TABLE 4:19
PARTICULAR RESPONDENTS %
YES 45 90%
NO 5 10%

TOTAL 50 100%

CHART 4:19

10%

90%

YES NO

Interpretation
The diagram shows 90% respondents yes and 10% respondents no.

42
 CHAPTER -V

FINDINGS, SUGGESTIONS &

CONCLUSION

43
 FINDINGS
 Most of the ATM is used for cash withdrawal and cash deposit.
 Commonly ATM is used once in a month.
 Majority people don’t satisfy on the charging of fee.
 In Valanchery are there have two FEDERAL ATM CENTER. Customers
can be highly dissatisfied the service of ATM .
 FEDERAL ATM customers were facing many problems while using the ATM.
 The video surveillance are very use full to federal Customers.
 Majority respondents shows above 15 years old persons are using federal atm.
 There is 60% of respondents are male and 40 % respondents are fe-male.
 The study shows 30%respondents most frequently use the service and 26% use
deposit services, and only 10% use print statements.

44
 SUGGESTIONS

 Conduct ATM awareness campaign and educating the persons on how

to use ATM and the services of bank safely.
 Reduce the charging of fee the using of ATM.
 Introduce new ATM cash point in Valanchery area.
 Introduce new methods to wake up the after effect on demonetization.
 Prepare ATM more comfortable.

45
 CONCLUSION

The result of this study indicates that the banking industry has great
potential among the customers. Majority of people are aware of the different
utilities of ATM services. In case of usage of ATM services, people irrespective
of educational qualification, occupation and place of residence, every one use
ATM services. The main reason for using ATM service is cash withdrawal. From
school children to older people, all are aware about ATM. Even though detailed
and technical knowledge on ATM among people is less, every people is aware
about what is ATM service and its basic utilities.

Nowadays ATM usage among people are increasing. Maximum

number of people deal with bank through ATM. So the ATM is very popular
among people. his thesis contains a broad overview about vulnerability analysis
on Automated teller machine operations, covering different types of
vulnerabilities exist in Automated teller machines system ,its related security
issues and their effective solutions covering security and technical issues with
Automated teller machine.

46
BIBILOGRAPHY

47
I. BOOKS
Marketing Management

Author : Dr. Abdul Assis Korath

1st Edition : 2005

Publishers : Calicut university central co-operative store Ltd

Business Research

Methods Author : Dr. K .

Venugopalan2nd Revised

Edition : 2016

Publishers : Calicut university central co-operative store Ltd

II. WEB REFERNCESS
www.Shodhgangainflibnet.nic.net
www.wikipedia.com
www.sbi.co.in
www.investopedia.com
www.scribd.com

48
APPENDIX

49
 QUESTIONNAIRE
“A STUDY ON CONSUMER PERCEPTION OF FEDERAL ATM SERVICES IN
VALANCHERY AREA”
1. NAME : …………………………………………………

2. AGE

15 to 30 31 to 45

45 to 60 Above 60

3. Gender:

Male Female

4. Education
Illiterate High School
Graduate Post Graduate
Professional Others

5. Occupation
Pvt. Employee
Govt. Employee
Un -Employment
Self-Employment Others
Student
6. Monthly Income
Below 5000 5001-10000
10001-30000 30001-50000
Above 50000

7. How long have you using FEDERAL ATM?

less than 1
year 1-5 year

5-10 year Above 10 year

8. Which is the important factor behind the selection of FEDERAL ATM ?

Service Security

Technology

50
 Location Cost-Effectiveness

9. Which service of atm is most often by you ?

o Withdrawal
o Deposit
o To know cash balance
o Pin change
o Print statement
o Others
10. How often do you use atm cards?
o once in day
o once in a week
o once in 3 days
o once in a month
11. Satisfaction concerning charges of Atm?

Highly satisfied Satisfied

Neutral Dissatisfied
Highly Dissatisfied

Satisfaction regarding to the ATM center in valanchery area ?

Highly satisfied Satisfied
Neutral Dissatisfied
Highly Dissatisfied

12. Are you satisfied with the security of ATM pin number ?
Highly satisfied Satisfied
Neutral Dissatisfied
Highly Dissatisfied

13. How do you compare your ATM services with other bank ATM services ?
Excellent
Good
Bad
Poor
51
 v y good
e Average
r Very bad

14. What is the most important you have encountered while using on ATM ?
Waiting in long time inserting card incorrectly Limit
on daily withdrawal
Others
Technical problems

15. Have you avoid using an ATM because of any suspicious person near by ?
Yes NO

16. Do you think video surveillance at an ATM would intrude on your privacy ?
Yes No

17. How was demonetization affect to your spending pattern ?

Very much (most of the transaction via cash)
Slightly (shifted to digital payment)
Not at all (most of transaction are cashless)

18. Whether Net Banking or ATM are more powerful?

ATM Internet Banking

Both None of these

19. Are you think that ATM is an important part in our life?

Yes No

Thank you.

52
53