50120140504003

International Journal of Computer Engineering and Technology (IJCET), ISSN 0976-6367(Print),
ISSN 0976 - 6375(Online), Volume 5, Issue 4, April (2014), pp. 24-31 © IAEME
24
IMPACT OF POOR USABILITY OF VARIOUS ATM: A STUDY OF ATM
USERS IN PCMC AREA
Ashvini Shende*
, Sarika Thakare, Vijaya Kumbhar, Mahesh Jagtap,
Janardan Pawar, Sarita Byagar
Dept. of Computer Science, Indira College of Commerce & science,
Indira College of Commerce & science
ABSTRACT
The Automated Teller Machine has become an integral part of our Society. Due to increasing
popularity, the fraud cases, issues and problems with respect to ATM increased, hence use of ATM
can often be a unsatisfactory experience many times. This paper examines a variety of issues
experienced by ATM users of PCMC area in Pune.
Keywords: ATM, Usability, HCI, Touch Technology.
1. INTRODUCTION
This paper will cover the concepts of ATM, usability, Usability testing, HCI and Touch
Technology.
Paper is divided into 4 sections, Section I explains Literature review, and Section II focuses
Problem statement,
Section III shows sample & Analysis of Data, Section IV gives Result; Section V focuses
Methodology & Conclusion
ATM stands for; Automated Teller Machine. It is also referred to as a cash machine; a cash
dispenser The ATM is an electronic computerized telecommunications device that allows financial
institutions (e.g. bank or building society) customers to directly use a secure method of
communication to access their bank accounts. The ATM is a self-service banking terminal that
accepts deposits and dispenses cash. Most ATM’s also let users carry out other banking transactions
(e.g. check balance). ATM’s are activated by inserting a bank card (cash or credit card) into the card
INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING &
TECHNOLOGY (IJCET)
ISSN 0976 – 6367(Print)
ISSN 0976 – 6375(Online)
Volume 5, Issue 4, April (2014), pp. 24-31
© IAEME: www.iaeme.com/ijcet.asp
Journal Impact Factor (2014): 8.5328 (Calculated by GISI)
www.jifactor.com
IJCET
© I A E M E

25
reader slot. The card will contain the customer’s account number and PIN (Personal Identification
Number) on the cards magnetic stripe. When a customer is trying to withdraw cash for example, the
ATM calls up the banks computers to verify the balance, dispenses the cash and then transmits a
completed transaction notice.
The notion of having a bank machine which automatically dispensed cash to customers came
about in the 1930’s. A Turkish born inventor working in America called George Simijan started
building an earlier and not-so-successful version of an ATM in the late 1930’s. He registered the
related patents. Simijan came up with the idea of a ‘hole-in-the-wall’ machine which would allow
customers to make financial transactions. However, at the time this idea was well ahead of its time
and was met with great doubt. Simijan registered 20 patents related to the device and persuaded an
American bank to trial it. However, after 6 months the bank reported little demand in the service and
it was withdrawn. John Shepherd-Barron, an inventor from the UK, had an idea in the 1960’s for a
24/7 cash dispenser. At the time Shepherd-Barron was the managing director of a company called De
La Rue Instruments which today still manufactures cash dispensers. People who believe John
Shepherd-Barron invented the ATM argue that the world’s first ATM was installed outside a north
London branch of Barclays in 1967. [1]
HCI (human-computer interaction) is the study of how people interact with computers and to
what extent computers are or are not developed for successful interaction with human beings. [4]
Human computer interaction (HCI) is an interdisciplinary field in which computer scientists,
engineers, psychologists, social scientists, and design professionals play important roles. The goal of
HCI is to solve real problems in the design and use of technology, making computer-based systems
easier to use and more effective for people and organizations. Ease of use and effectiveness are
critical to the success of any systems that interact with people, including software systems, home,
office and factory appliances, and web and phone applications.
The goals of HCI are to produce usable and safe systems, as well as functional systems. In
order o produce computer systems with good usability, developers must attempt to:
• understand the factors that determine how people use technology
• develop tools and techniques to enable building suitable systems
• achieve efficient, effective, and safe interaction
• put people first
Usability is the ease of use and learns ability of a human-made object. The object of use can
be a software application, website, book, tool, machine, process, or anything a human interacts with.
A usability study may be conducted as a primary job function by a usability analyst or as a secondary
job function by designers, technical writers, marketing personnel, and others. It is widely used in
consumer electronics, communication, and knowledge transfer objects (such as a cookbook, a
document or online help) and mechanical objects such as a door handle or a hammer.
Usability is a major product quality factor, which is concerned with ease of use, user
satisfaction and the user's ability to learn the product easily without much training. Usability includes
methods of measuring usability, such as needs analysis [1] and the study of the principles behind an
object's perceived efficiency or elegance. In human-computer interaction and computer science,
usability studies the elegance and clarity with which the interaction with a computer program or a
web site (web usability) is designed. Usability differs from user satisfaction and user experience
because usability also considers usefulness. [2]

26
Usability Testing is that area of System Testing that attempts to find any human-factor
problems. A better description is "testing the software from a user’s point of view". Essentially it
means testing software to prove and ensure that it is 'user-friendly', as distinct from testing the
functionality of the software. In practical terms it includes ergonomic considerations, screen design,
standardization, user centric etc. Usability testing should not be confused with functionality testing
or beta testing.
The following are the major usability characteristics: [3]
• Ease of learning:
The product must be easy to learn for both novice and users with experience from similar systems
• Ease of use:
The product must be easy to use without much help.
• Ease of remembering:
The product must be easy to remember for a casual user.
• Subjective satisfaction:
The user must feel satisfied with the product
• Efficiency of use:
The product must be efficient for the user.
2. SECTION I LITERATURE REVIEW
For studying background of topic here some literature study done, in the first paper author
worked on navigation menus on ATM, in this he studied various technical aspects of ATM interfaces
as well as studied algorithm or steps done by user when he stand front of machine, here author
observed the problem “Reinserting Card” and suggested HCI (Human computer Interface) by
which user feel comfortable for using ATM and designed ATM simulator Interface design, in which
user can withdraw money for various banks.[5]
In the second paper author shares their views about improvement of online banking
usability.[3]
The article “International Usability Testing” presents some example of usability of ATM
worldwide, for example Sweden country has all ATM with big buttons on ATM interface , because
for Winter season users wears gloves.[6]
In the next paper “Usability Research for the elderly People” authors presented the problems
for elderly people and pensioner’s class people and concluded with designing of model which proves
usability of ATM use for elderly class people. [7]

27
3. SECTION II PROBLEM STATEMENT
After completing Literature Review for finding out problems, applied survey method for data
collection from users from PCMC region, out of which collected data through some interviews with
users, from this below listed are the problems.
1. Long waiting time
2. Difficulty in understanding of error messages
3. Difficulty in locating right menu on screen
4. Cash limit problems
Etc.
4. SECTION III DATA COLLECTION & ANALYSIS OF DATA
With understanding the above problems found through general discussion with users, detailed
questionnaire prepared (refer last page) which covers all aspects of ATM usage for the users and
distributed among 70 users in PCMC area.
Analysis of Data
1. Maximums users are Post Graduates by qualification and users are using almost all Banks ATMs.
But below graph shows that maximum State Bank of India ATM users(30) and next maximum
Bank of Maharashtra users (12) are in the scope.
Graph 1. Shows no of ATM users Bank wise
0
5
10
15
20
25
30
35
Series1

28
So decided for comparing & analyzing rest part of questionnaire for SBI & BOM. Below
graph shows comparison for all aspect of usage of ATM between two banks.
Graph 2. Shows no of ATM users’ opinion for questions given in the Questionnaire
In the above graph B to M stands for Question No 2 to 13 from questionnaire (Refer Last
Page), by the above graph we can present the analysis as
B. Waiting Time-: maximum SBI users are wasting time for waiting in queue.
C. ATM location-: maximum BOM users are agreeing for safe location.
D. Attendant/ Security Guard-: 75 % BOM ATM has the security guard.
E. User friendly -: SBI ATMs are more user-friendly.
F. Multilanguage support-: BOM ATM supports multiple languages for communication.
G. Meaning of Icons-: SBI ATM icons meanings are clearer.
H. Proper warnings or messages-: 73% SBI users are getting proper error messages.
I. Have you helped other people for its use for different purposes-:83% BOM users helped
other people (pensioners’ class) for ATM transaction.
J. Safety when multiple ATM machines are located in same room-: SBI users are
comfortable with other ATM machines installed in the same room.
33
92
75
92
100
83
67
83
25
50 50
100
40
83
57
97
93
87
73
70
47
60
37
83
0
20
40
60
80
100
120
B C D E F G H I J K L M
BOM
SBI

29
K. Satisfied with the cash withdrawal limit-: SBI users are happy with cash withdrawal limit.
L. ATM has cheque deposit facility-: BOM users are having cheque facility.
M. Special ATM facility for Pensioners Age Group (Senior Citizens) and Blind People-:
Almost both the bank users are recommending for special facility for senior citizen group.
Graph 3. Shows no of ATM users’ rank for problems & facilities provided by ATM
A. ATM service charges
B. User friendliness
C. ATM security and safety
D. ATMs availability nearby your location
E. Clarity in communication
F. Visual presentation
G. Convenient for its use
H. Speed of transactions
I. Frequency of shut down of ATM due to technical Problems
After observing above graph users are not happy with usability of ATM screen i.e. User-
friendly & speed of ATM as well as clarity in communication & visual presentation.
2.65
3.78
3.35
3.57
3.75 3.75
3.65 3.71
2.78
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
A B C D E F G H I
rank
rank

30
5. SECTION IV RESULT
After analysis of data, not a single ATM is satisfies all constraints mentioned in the
questionnaire and observation shows that users are more concern about time and usability of ATM.
At the same time user is suggesting some special embedded facility in the ATM for old age people
for their independency for ATM usage. Users are not satisfied about cash withdrawal limit.
6. SECTION V METHODOLOGY & CONCLUSION
By observing above problems Bank must have innovate & include HCI in the ATM which
will increase usability of ATMs. Navigation Menus must b placed on right place i.e infront of the
visualized text on the screen.
Some special device must be embedded with ATM for old age group, for example when
ATM throws some voice messages, voice is not clear for this special sound must be attached and
messages must be generated in regional language or national language for clarity of errors.ATM
servers must be checked for speed and accuracy of the transaction periodically.
REFERENCES
1. Miller (2006)
2. Karwowski W, Soares M M, Stanton, N A. Human Factors and Ergonomics in Consumer
Product Design: Methods and Techniques (Handbook of Human Factors in Consumer Product
Design): Needs Analysis: Or, How Do You Capture, Represent, and Validate User
Requirements in a Formal Manner/Notation before Design” (Chapter 26 by K Tara Smith),
CRC Press. 2011.
3. Ranganathan Santhanam, Rajee Natesan “Usability Testing to Improvise Online-banking
experience”, 4th Annual International Software Testing Conference in India 2004.
4. HCII, Carnegie Mellon University | 5000 Forbes Ave | Pittsburgh, PA 15213.
5. Kevin Curran, David King, CHI 97 Electronic Publication: Papers Investigating the Human
Computer Interaction Problems with Automated Teller Machine(ATM) Navigation Menus.
6. International Usability Testing article by Jakob Nielsen.
7. Usability Research for the elderly People Paper from Oki Technical Review July 2004/Issue
199 vol. 71. No. 3.
8. Dillip Kumar Mahapatra and Tanmaya Kumar Das, “HCI Framework Towards Gap Analysis
and Evaluation of Usability Factors in Distributed Software Project Development”,
International Journal of Computer Engineering & Technology (IJCET), Volume 4, Issue 6,
2013, pp. 269 - 283, ISSN Print: 0976 – 6367, ISSN Online: 0976 – 6375.
Questionnaire
Screening questionnaire for Impact of poor usability of various ATM: A study of ATM users in
PCMC area
• Name
• Educational qualification
• Occupation
• Age
• Name of ATM

31
Assertive questionnaire (Please tick appropriate option i. e. Yes/No)
Questions: Yes No
• Do you use ATM facility of banking system?
• Do you waste time in a long queue at ATM?
• Is its location safe?
• Is security guard appointed at every ATM you visit?
• Is it user friendly?
• Does it provide Multilanguage support?
• Is it clear to understand the meanings on icons?
• Does it give proper warnings or messages?
• Have you helped other people for its use for different purposes?
• Do you feel safety when multiple ATM machines are located in same room?
• Are you satisfied with the cash withdrawal limit ruled by your bank?
• Does your ATM have cheque deposit facility?
• Do you think that ATM Bank must provide special ATM facility for
Pensioners Age Group (Senior Citizens)and Blind People
Quantitative questionnaire (Please give appropriate ranking from scale of 1 to 5 i.e Lowest to
Highest)
Questions: Rank Comments, if any
• ATM service charges
• User friendliness
• ATM security and safety
• ATMs availability nearby your location
• Clarity in communication
• Visual presentation
• Convenient for its use
• Speed of transactions
• Frequency of shut down of ATM due to technical Problems
List out the different problems faced while using ATM
_________________________________________________________________________________
Any other suggestion for improving ATM facility_________________________________________

50120140504003

Recommended

Recommended

More Related Content

Similar to 50120140504003

Similar to 50120140504003 (20)

More from IAEME Publication

More from IAEME Publication (20)

Recently uploaded

Recently uploaded (20)

50120140504003