"Impact of ATMs on Customer Satisfaction" (A Case Study of SBI in Kalaburagi District of Karnataka)

The forces of globalization and technology have resulted in increasing integration of economics across the world. Today, banks are no more competing locally, but in the global market place. It is important for banks to adjust themselves to this new environment in the words of Karen Kaiser Clark: “Life is Change; Growth is Optional, Choose Wisely.” Today’s customers have a wider range of products to choose from. In order to service this ever-increasing customer demand, banks, which were highly branch focused, are concentrating on multi-channel delivery. This enables them to reach out to customers in any part of the world. Further, the one-size-fits all approach has been replaced with an approach based on customization and innovation. In the word of Charles Darwin “It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change” So to survive in this changing environment, banks should become more and more service oriented and more and more technology oriented. If the banks are concerned with what the customers want, when they want and how they want, use of technology becomes inevitable .The use of technology will enable banks to enlarge their market share and also ensure customer satisfaction. T technology has changed banking forever and the banks should use technology as handmaiden for effectively delivering banking products to customers, especially corporates. Modern banking services are becoming an important part of banking activity in the world. This is due to several factors, such as opening up of the economy, competition, internal re-external problems of size and scale, the range of financial services required and rapid advances in information technology, changing economic environment