Determining customer satisfaction on automated teller machine (ATM) in Imphal city

Due to the advancement in information technology there has been various changes that took place in banking services especially in electronic banking system in to-days banking business. Automated teller Machine (ATM) is one of the major changes that took place in banking services. This paper highlight the various factor that associate with ATM services and attempts to find out the factors that affect the customer satisfaction with the service. Data were collected in five point Likert scale and analyzed with SPSS. The analysis techniques include t-test, ANOVA, factor analysis, principal component analysis. Lastly this paper finds out the total customer satisfaction index and suggests measure to improve the ATM services in the city.