Review Article on Impact of ATM Service on Customer Satisfaction

Authored by Benyam Tadesse

In banking industry, e-services are revolutionizing the way business is conducted. Electronic based business models are replacing conventional banking system and most banks are rethinking business process designs and customer relationship management strategies. It is also known as e-banking, online banking which provides various alternative e-channels to using banking services i.e. ATM, credit card, debit card, internet banking, mobile banking, electronic fund transfer, electronic clearing services etc. however, as per e-banking scenario ATM and mobile banking are most acknowledged than other e-channels [1]. Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders/users. ATM means neither "avoids traveling with money” nor "any time money,” but certainly implies both. ATM cards are fast replacing confounding withdrawal forms as a convenient way of getting your money from banks. In a way, they are rewriting the rules of financial transaction. A smart person no longer needs to carry a wallet- full of paper money; rather, what he/she needs to do is to fish out an Automated Teller Machine (ATM) card from his/ her pocket, insert it in the slot of the machine, punch in a few details and go home with hard cash [1].

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