Journal Press India^®

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The advancement in information technology in banking sector has resulted in innovation of alternative delivery channels. ATM, internet, telephone/mobile banking, call centres etc. are the main non-branch delivery channels. ATM is one of the alternative delivery channels that allows the customers to have banking services without being physically present in the brick-and-mortar branches. It is designed to perform the most important functions of bank. Banks have been installing ATMs to increase their reach. Customers using ATMs can easily withdraw cash, deposit cash, transfer funds from one account to another and engage in many such transactions. These services make the customers happy, content and satisfied. In this backdrop, this paper attempts to discuss about the ATM services in different forms provided by different banks; examine and analyse whether ATM services provided by the banks satisfy the customers; and provides suggestions to improve customer satisfaction. ​

Keywords

Alternative Delivery Channel, ATM, Banking Services, Brick-and-mortar Branches, Information Technology

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