Analysis of Customer Satisfaction at ICICI Bank with Special Reference to ATMs

Abstract

This study aims at analyzing the satisfaction levels of the customers of ICICI Bank holding ATM cards in Udaipur City with respect to some aspects such as the service quality of ATM personnel, location, sufficient number of ATMs in city, regularity in working of ATMs, their impact on overall performance and their opinions on various other related issues (such as positive and inconvenient features of the ATM, recommendation to improve the service quality etc.). This study is a type of exploratory research using random sampling technique. As the samples were selected on a random basis and it may represent the whole population, and therefore it may prove to be important for the ICICI Bank management to consider the recommendations with due care for being in competitive position for better customer service.

Keywords: Banking, ATMs, Customer Satisfaction, Weighted Average Score