Rafiqul et al, also conducted a study on customer satisfaction of ATM services: Logistic Regression Model The logit model is used to analyze the quality of ATM service and the level of customer satisfaction as well as the factors that influence the usage of ATM service in the studied area.
Stemper stressed the positive dimension of ATMs based on freedom of transaction. The banking sector has undertaken various initiatives to attract and retain their customers. Perceived value in ATM service provided by public and private sector banks is differing.
Table 1 illustrates the characteristics of the sample utilised in this study. Unfortunately, you must have an account to ask a question via email.
Similarly, dissatisfaction with high quality can ensue when some element of the service delivery is not up to personal expectations.
Most of the respondents Additional research may well explore the relationship between these two constructs. Emergency situation fit this scenario well. Effective service delivery in ATM system guarantees quality excellence and superior performance and provide autonomy to the customers Lovelock, Results and Discussions 4.
HSBC is one of the leading organizations in the modern financial world. Hofstede, G. Barriers to putting businesses on the internet in Malaysia. The Pseudo R2 was 0.
Tan et al. Introduction Banking system can be traced to medieval and early renaissance Italy, to the rich cities in the north like Florence, Venice and Genoa, the Bardi and Peruzzi families dominated banking in the 14th century Florence, establishing branches in many parts of Europe.
In this research the intercept interview method was adopted because it is not possible to take appointment from a large number of respondents.
The third major analysis carried out was a factor analysis to examine the underlying or latent dimensions within S. Banks should develop strategies to motivate non-users through awareness, education, extending personalised services, and demonstrating the functions of ATMs. Table 4.
This shows that the more customers are unable to make their transactions such as cash withdrawals successfully, the more likely customers satisfaction levels will decrease by 0. Conclusions and Recommendations 1. The frequency analysis in Table 6 is drawn from the responses of the respondents.
So the concerned banks need to keep these factors in find while designing the strategies to enhance the customer satisfaction and retain them to enhance their profitability. Thanks for the great experience, I hope to do business with you again.
The aim of this paper is to understand the impact of ATM services on the customer satisfaction in Indian banking sector. For instance, the banking sector in India has witnessed intensive competition in recent years. The study also indicated that lack of privacy in executing the transaction, fear of safety and complexity of the machine were the major cause of concern for the customers.
Their study suggests that the impact of service delivery factors differs substantially on customer satisfaction. In another study by Krishnan and Ramaswamysatisfaction with perceived product quality was suggested as a primary driver of overall customer satisfaction.
This clearly indicates that ATMs irrespective of banks may have appropriate processing time for queries as per consumer needs. of customer satisfaction as the website is the face of the bank in this case where face to face interaction has been negated from the process.
The study also suggested ensuring and maintaining the dimensions of service performance and efficiency through processed such as periodic assessment to ensure satisfaction levels do not drop. Contact American Express Customer Service. Find American Express Customer Support, Phone Number, Email Address, Customer Care Returns Fax, Number, Chat and American Express FAQ.
Speak with Customer Service, Call Tech Support, Get Online Help for Account Login. Factors Influencing Customer Satisfaction with ATM Banking Charles Mwatsika University of Malawi, The Polytechnic, Private BagBlantyre 3, Malawi customer satisfaction, ATM banking features, and ATM service quality.
and ATM service quality. CUSTOMER SATISFACTION Westbrook and Oliver () define customer satisfaction as a mental.
ATM Service Providers find the TRACcess TM System streamlines operations, eliminates inconvenient and tedious management of physical keys, and provides audit trail information for informed business decisions and customer satisfaction. ATM Service Providers can respond to service calls immediately or head out for routine.
On This page you can get Standard Chartered Credit Card Customer Care, Standard Chartered Credit Card 24x7 Helpline/Service Phone No. Customer Satisfaction of ATM Service: A Case Study of HSBC ATM Dr. Md. Rafiqul Islam Dr. Samir Kumar Sheel Pallab Kumar Biswas * Abstract: The Automated Teller Machine (ATM) is one type of innovation that can mechanically accept deposits, issue withdrawals, transfer funds between accounts, collect bills, and make small loans.Customer satisfaction of atm service