• Dr. G.P DANG
• DIVNEET KAUR
• JYOTIKA KAUR

The study seeks to analyse the inconveniences faced by the public while using ATMs and to compare the ATM services rendered by private and public sector banks. Cash is an important medium of exchange in India and thus, requirement of ATMs become indispensable. The study therefore evaluates the performance of ATMs in Dehradun City along with a comparative study of private and public bank ATMs. The study is based on quantitative research design, where primary data is collected and analysed. For the purpose of the study, convenience sampling technique was used. The sample was composed of two categories of banks: private and public sector banks and included a total of 412 respondents. The data was collected by direct interview method using structured questionnaire based on five point likert scale. The study reveals that there is still a persistent requirement of cash and ATMs can provide ‘Any Time Money’ facility to the public. The study highlights the inconveniences faced by the public when using ATMs along with below the mark delivery of ATM service by the public sector banks. A prominent finding that came up is that people have started keeping more cash reserves at home due to a feeling of uncertainty about getting the cash when required. The study highlights present reality of ATMs from which almost everyone is affected. The study takes into account the inconveniences faced by the public with a view to bring the matter to the notice of the concerned authorities. The comparative study between private and public bank ATM performance throws light on the low quality of public sector banks when it comes to delivering ATM services.

ATM performance, customer satisfaction, inconveniences, public banks, private banks

"SATISFACTION LEVEL OF CUSTOMERS USING ATMs: A COMPARATIVE STUDY OF PRIVATE AND PUBLIC SECTOR BANKS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 11, page no.767-777, November-2018, Available :http://www.jetir.org/papers/JETIR1811A97.pdf

"SATISFACTION LEVEL OF CUSTOMERS USING ATMs: A COMPARATIVE STUDY OF PRIVATE AND PUBLIC SECTOR BANKS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 11, page no. pp767-777, November-2018, Available at : http://www.jetir.org/papers/JETIR1811A97.pdf