Bangladesh Bank Training Academy Journal

Abstract

The use of ATM is increasing rapidly in the country. This article is the outcome of an attempt to trace how ATM service plays out in Bangladesh. Based on a primary survey, the study shows that customers generally are satisfied with the automated teller service. The most serious problem coming up in the survey is network unavailability, trailed by operation failure and card stuck problem; other problems are minor. Customers are dissatisfied regarding security at booth surrounding and inadequate number of terminals around the locality—amounting to little less than nuisance to them. It is heartening that the nuisances are sporadic and not the usual order of the industry. These issues warrant immediate resolution to have delighted customers.