this is a presentation which tells about the current status of financial inclusion in India as well as awareness regarding the use of ATM among the customer of State Bank of India. its a primary study based on random sampling and questionnaire format... hope you may like it

1. Financial Inclusion and E-
Banking Services (ATM)
awareness among the
customer of SBI
Submitted by:
Trishala Gautam
Economics Honors

2. Presentation Outlay

3. Introduction

4. NEED OF THE STUDY

5. OBJECTIVE OF THE STUDY

6. FINANCIAL INCLUSION IN
INDIA

7. In the past five and a half years, these BSBD accounts have risen more than six-
fold and nearly half of these accounts were opened through Business
Correspondents (BCs) as shown below:
50
75
110
190
305
410
505
60
100 110
180
250
400
450
2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17
Progress in No Frills/ Basic Savings Bank Accounts
amount outstanding ( Rs. billion) number of accounts (million)

8. ATM SERVICES

9. What is debit card?

10. Types of Debit Card
• Visa Debit Card
• Visa Electron debit cards
• MasterCard Cirrus Card or a MasterCard
• Contactless Debit Card
• RuPay Debit Card
• Maestro Debit Card

11. SBI (State Bank Of India)

12. RESEARCH METHODOLOGY
• Sampling method: The in- depth interview procedure for this study is limited
to Agra City only as there are some certain limitation. And it has been already
mentioned that the interview will be only on the users of SBI ATM services.
• Data Collection method: The primary data will be collected in form of
questionnaire from the users of SBI ATM Services.
• Data Analysis method: The data analysis of this research will mostly represent
by qualitative manner.
• Sample Size: 25
• Age group: 18-50
• Population: Customer of SBI
• Sampling method: Random sampling
• Time period: 2 months
• Statistical tools:, Graphical representation
• Geographical area: Sunderbagh dayalbagh, Agra

13. DATA ANALYSIS
Chart 1 shows, the surveyed population, Males accounted for 14(56%)
and Females accounted for 11(44%).
56%
44%
1. Gender Ratio
Males female

14. Do you have an ATM Card?
80%
20%
Do you have an ATM Card
yes no

15. Rest of the study is out of 20 respondents
How often do you use an ATM CARD?
25%
70%
5%
0%
Frequency of using ATM in a Month
< 3 time in a month
3- 6 times in a month
7-10 times in a month
> 10 times in a month

16. Which attribute of bank do you like the most.
technology used
by banks
type of bank trust location
Important Attributes of Bank 5% 5% 20% 20%
0%
5%
10%
15%
20%
25%
Important Attributes of Bank

17. Which factors motivate you to use the new techniques in banking (Atm
services)?
50%
30%
10%
5%
5%
Most motivating Factor to Use new technique in banking (ATM
Services)
reduce time of location
cost effectiveness
ease of use
emergency purpose
availability of Atm centers & 24*7
accesibility

18. What is the main purpose of you to use Atm cards?
cash withdrawal
utility bill payment
online shopping
70
10 20
Main Purpose of ATM use
cash withdrawal utility bill payment online shopping

19. Is your Atm card ever been misused?
10%
90%
Misuse of ATM card
yes no

20. Have you complaint regarding the fraud?
80
12
yes no
Complaint Regarding the Fraud

21. Any action has been taken regarding fraud by bank? (out of 16repondents)
yes no
93.75
6.25
Action Taken by bank regarding Fraud
yes no

22. Further questions were based on analysis of various factors on the basis of
consumer opinion. It is divided in 5 categories highly satisfied, Satisfied,
Neutral Dissatisfied and Highly Dissatisfied.
80%
10%
10%
1. Ease of Use
Highly Satisied
Satisfied
Neutral

23. 60%20%
15%
5%
2. Service Security
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

24. Highly Satisied
40%
Satisfied
25%
Neutral
5%
Dissatisfied
15%
Highly Dissatisfied
15%
3. Information Related to Promotional Services

25. Highly Satisied
35%
Satisfied
45%
Neutral
15%
Dissatisfied
5%
Highly Dissatisfied
0%
4. Location & No. Of Atm Centres

26. 40%
45%
5%
5%
5%
5. Bill Paymemts
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

27. Highly Satisied
70%
Satisfied
10%
Neutral
10%
Dissatisfied
10%
6. Inter bank Account Transfer Facility

28. highly satisfied
60%
satisfied
30%
neutral
5%
dissatisfied
5%
7. Transaction Alert

29. 45%
20%
15%
10%
10%
8.E-Purchasig
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

30. Findings
On the basis of above analysis we can say that :
1. Consumer are highly satisfied with location of ATM followed by no of
ATM centers.
2. Bank should make improvement in itself on service security variety of
transaction information related to promotional offers.
3. Banks need more improvement in quantity of cash because customer are
highly dissatisfied on this ground.

31. Recommendation & Suggestions
Bank should take
initiative to organize
training and awareness
programs for their
customers to boost use of
e-banking.
Bank should better
customer service while
operating the ATM
The banks should
increase cash
withdrawal capacity
from ATMs that will
be helpful for
customers for urgent
needs

32. Banks should provide the
information about the
usage of ATM in the ATM
centers.
Bank should provide the
complaint book in ATM
centers.
Bank should
reduce the
cost incurring
on ATM
transactions.
Banks should
facilitate the
security measures
in ATM centers

33. CONCLUSION
• On the basis of primary study we can say that consumer is highly satisfied
with location of ATM followed by no of ATM centers, bank should make
improvement in itself on service security variety of transaction information
related to promotional offers & need most improvement in quantity of cash
because customer are highly dissatisfied on this ground.

34. REFERENCES
• https://www.sbi.co.in/portal/web/about-us/about-us
• https://en.wikipedia.org/wiki/Financial_inclusion
• http://financialservices.gov.in/banking/financialinclusion.asp

35. Respondent Profile:
• Name:
• Age:
• Gender:
• Branch
• Name of the bank:
Do you have any ATM card?
• Yes
• No
How often you use an ATM card?
• Less than 3 time a month
• 3 to 6 times a month
• 7 to 10 times a month
• More than 10 times in a month
Which attribute of the bank do you value the most?
• Quality of service
• Technology used by bank
• Trust
• Location
• Type of Bank
QUESTIONNAIRE

36. Which factors motivates you to use the new techniques in banking (ATM Services)?
• Reduce time of location
• Cost effectiveness
• Ease of use
• For emergency purpose only
• Availability of many ATM centers & 24*7 accessibility
• Bank offered free
• Fund transfer
• Utility bill payment
• Insurance premium payment
• E purchasing
• Online shopping
What is the main purpose of you to use your ATM card? Cash withdrawal
• Balance enquiry
• Cash deposit
• PIN change
• Recharge
• Mobile banking
Is your ATM card ever been misused?
• Yes
• No

37. Have you complaint regarding the fraud?
• Yes
• No
Any action has been taken regarding fraud by the bank?
• Yes
• No
What is your opinion about following factors?