Awareness and attitude of bank customers towards the usage of ATM card: A case study of Hubli-Dharwad twin city, Karnataka state

Abstract

The study investigates the awareness and attitudes of bank customers in the Hubli-Dharwad twin city of Karnataka towards the usage of ATM cards. With the increasing shift towards digital banking, understanding how customers perceive and utilize ATM services is crucial for enhancing the effectiveness of these services. The research, conducted with a sample of 150 respondents, highlights that while the majority are fully aware of ATM operations, a significant portion still relies on external help. Factors influencing ATM usage, sources of information, and the challenges faced by customers were examined. The findings suggest that self-awareness is the primary driver for ATM usage, and issues like technical errors in ATMs are prevalent concerns among users. The study provides insights that can help banks improve their digital service delivery, ensuring better customer satisfaction and retention.