IDEAS home Printed from https://ideas.repec.org/a/ids/ijfsmg/v5y2011i2p177-196.html
   My bibliography  Save this article

The impact of ATM services on customer satisfaction in Indian banks

Author

Listed:
  • Shamsher Singh

Abstract

The aim of this paper is to understand the impact of ATM services on the customer satisfaction in Indian banking sector. The study has used the primary data of customer satisfaction survey (N = 400). The data was collected using a structured questionnaire designed to ascertain the satisfaction levels. ANOVA and factor analysis was used to identify significant factors and frequency analysis was used to analyse customer satisfaction. The ATM services have a positive impact on the customer satisfaction; if proper functioning is ensured by the banks, there will be significantly higher customer satisfaction. The research has been carried out primarily in urban area and hence cannot be generalised on all India basis. The banks can utilise the finding to improve the services of ATMs and can enhance the overall satisfaction of their customers. The paper identifies the significant factors which the banks may take care to enhance the customer satisfaction.

Suggested Citation

  • Shamsher Singh, 2011. "The impact of ATM services on customer satisfaction in Indian banks," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(2), pages 177-196.
    • Handle: RePEc:ids:ijfsmg:v:5:y:2011:i:2:p:177-196
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=41923
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijfsmg:v:5:y:2011:i:2:p:177-196. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=76 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.