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.
Download (138kB) | Preview
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|
|Original Title:||Factors affecting on customers’ satisfaction an empirical investigation of ATM service|
|English Title:||Factors Affecting on Customers’ Satisfaction An Empirical Investigation of ATM Service|
|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|
|Depositing User:||Vijay Kumbhar|
|Date Deposited:||09 Aug 2011 16:54|
|Last Modified:||25 May 2016 06:48|
Banstola, A. (2007). Prospects and Challenges of E-banking in Nepal. The Journal of Nepalese Business Studies,Vol. IV No. 1 Dec. 2007 , 96-104.
Bolton, Ruth N. and James H. Drew (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17 (March), 375- 384
Cronin, J.J. and S.A. Taylor, (1994). SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus- Expectations Measurement of Service Quality, The Journal of Marketing, Vol. 58, No. 1 (Jan., 1994), pp. 125-131, http://www.jstor.org/stable/1252256
Choudhury, Koushiki(2007), Service Quality Dimensionality: A Study of the Indian Banking Sector, Journal of Asia-Pacific Business, 8: 4, 21-38
Davies, F., M, L., & Curry, B., (1996) ATM users’ attitudes: a neural network analysis, Marketing Intelligence & Planning 14/2, 26–32
Dilijonas, D, K., D., Sakalauskas, V. & Simutis, R. (2009). Sustainability Based Service Quality Approach for Automated Teller Machine Network, Electronic copy available on http://www.vgtu.lt/leidiniai/ leidykla/ KORSD_2009/PDF/241-246-p100-Dilijonas-47.pdf
Hendrickson, Anthony R., Patti D. Massey, and Timothy Paul Cronan. 1993. "On the Test-Retest Reliability of Perceived Usefulness and Perceived Ease of Use Scales." MIS Quarterly, June, 227-229.
Islam, R., Biswas, S. K., & Kumar, P. (2007). Customer Satisfaction of ATM Service: A Case Study of HSBC ATM. Working paper,Electronic copy available at: http://ssrn.com/abstract=990242 .
Jain, S.K. and G. Gupta, (2004). Measuring service quality: Servqual vs. servperf scales, VIKALPA,29:25-37 http://classshares.student.usp.ac.fj/TS208/2006%20Material/TS208%20Resources/Measuring%20Service%20Quality%20SERVQUAL%20vs.%20SERVPERF.pdf
Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management , Vol. 8 (5), 53-71.
Joseph, M., & Stone, G. (2003).An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Kathryn Waite, (2006) Task scenario effects on bank web site expectations, Internet Research, Vol. 16 No. 1, 2006, pp. 7-22
Khan, M. M. (2009). Service quality evaluation in internet banking:an empirical study in India. Int. J. Indian Culture and Business Management , Vol. 2, (No. 1,), 30-46.
Komal, Singh, S. (2009). Impact of ATM on Customer Satisfaction (A Comparative Study of SBI, ICICI & HDFC bank). Business Intelligence Journal - August, 2(2), 276-87
McGraw, K. O., and Wong, S. P. (1996) Forming Inferences about Some Intraclass Correlation Coefficients. Psychological Methods, 1, p30-46.
Mcandrews, J. J. (2003). Automated Teller Machine Network Pricing – A Review of the Literature. Review of Network Economics , Vol.2, Issue 2 – June 2003, 146-158.
Mobarek, A. (2007). E-Banking Practices and Customer Satisfaction - A Case Study in Botswana, Electronic copy available at http://papers.ssrn.com/sol3/ papers. cfm?abstract_id=1011112
Oliver RL, (1993), Cognitive, Affective, and Attribute Bases of the Satisfaction Response Journal of Consumer Research, Vol. 20, December, pp.418-430
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,. Journal of Marketing Research, , 17, 460-469.
Parasuraman A. Zeithaml Valarie A. and Malhotra Arvind (2005) E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, Volume 7, No. X, (Islam, Biswas, & Kumar, 2007)Month 2005 1-21
Parasuraman, A. Valarie A. Zeithaml, Leonard L. Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Research, The Journal of Marketing, Vol. 49, No. 4 (Autumn, 1985), pp. 41-50
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988), “SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal Of Retailing, Spring, Volume 64, Number 1, pp. 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perceptions Of Service Quality. Journal Of Retailing , Volume 64, Number 1, 12-40.
Swan, John E. and I. Frederick Trawick (1981), "Disconfir-mation of Expectations and Satisfaction with a Retail Service," Journal of Retailing, 57 (Fall), 49-67
Zeithaml , Barry and Parasuraman (1993), The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, Volume 21, Number 1, pages 1-12.
Zeithaml Valarie A., Parasurarnan A. and Malhotra Arvind, (2002) Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge, Journal of the Academy of Marketing Science, Volume 30, No. 4, pages 362-375.
Zeithaml, A. Parasuraman, and Arvind Malhotra (2000), “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice,” working paper, report No. 00- 115, Marketing Science Institute, Cambridge, MA