ATM as an Enabler of Customer Satisfaction in Banks - An empirical study

In the post globalization era , multi national banks have entered India with state of the art technology enabled services like ATMs, E-banking, mobile banking etc,. This has prompted even Indian banks to follow the suit. This empirical study was undertaken to find out whether introduction of ATMs has helped Indian banks in non metro cities like Hubli in Kamataka to increase Customer Satisfaction. On the basis of 5 point Likert scale, using SPSS software, this paper analyzes the differ­ ent factors affecting customer satisfaction leading to a mathematical model and some measures are suggested to make ATM services more effective.