The availability of online technology has helped the banks to further simplify their task of providing efficient ATM services. Currently, there are about 16 lakh ATMs throughout the world. In this context, it was felt that a pilot survey of ATM users of various banks in Chennai would provide considerable insight into the subject, which in a broad sense would be applicable and meaningful across the whole of India.

ATM has been playing a vital role in enhancing the service level of commercial banks. It has simplified the work of both the banker and the customer, and almost all the banks are concentrating on providing competitive ATM services to their customers. Internationally, the first ATM was installed on June 27, 1974 by Barclays Bank, London. In India, the ATM service was introduced in 1987. The number of ATMs is increasing rapidly and these have now made inroads even into the comparatively smaller towns and cities in the country.

Objectives of the Study

The principal objectives of the study were as follows:

• To estimate the extent of customer satisfaction with regard to ATM services.
• To understand the problems faced by the customers with ATM services.
• To offer possible suggestions for improving ATM services.

Data and Methodology

The present study is of analytical and exploratory nature. The study was based predominantly on primary data. Almost all the ATMs of different banks functioning at Chennai were identified for canvassing a structured questionnaire to the customers who used them. A sample of 70 ATM customers was chosen to elicit feedback on the ATM service provided by the banks at Chennai. Secondary sources of information such as newspapers, magazines, banks’ brochures and other records were used to obtain necessary background/supplementaryinformation.

Advertising Express Magazine, ATM Issues, Opinion on ATM Service, Mobile ATM, ICICI Bank Mobile ATM, Use of ATM Cards at Other Banks, Loss of ATM Card, Location Problems of ATM Centers, Reasons for Non-usage of ATM Products, Problems of Inadequacy of Cash, ATM Machines Operational Problems, Number of Visits to ATM Centers.