Factors affecting on customers’ satisfaction an empirical investigation of ATM service

Kumbhar, Vijay (2011): Factors affecting on customers’ satisfaction an empirical investigation of ATM service. Published in: INTERNATIONAL JOURNAL OF BUS INES S ECONOMICS AND MANAGEMENT RESEARCH , Vol. 2, No. 3 (1 March 2011): pp. 144-156.

Abstract

The present empirical study focuses on identifying key factors that have influences customers satisfaction in ATM service provided by public and private sector banks. For the purpose of the study primary data were collected using schedule and collected data from March to November 2010. Results of factor analysis, correlation and regression analysis show that a cost effectiveness, easy to use and security and responsiveness in ATM service were most important factors in customer satisfaction.

• Item Type: MPRA Paper
• Language: English
• Keywords: E-service Quality, ATM, Customer Satisfaction, Cost Effectiveness
• Subjects: G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks ; Depository Institutions ; Micro Finance Institutions ; Mortgages

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