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Service Quality Evaluation Model of Automated Teller Machines Using Statistical Inference and Performance Evaluation Matrix

Author

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  • Kuen-Suan Chen

    (Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taiwan)

  • Wen-Chih Chiou

    (Department of Business Administration, National Chin-Yi University of Technology, Taiwan)

  • Mei-Hua Ko

    (Department of Business Administration, National Chin-Yi University of Technology, Taiwan)

Abstract

Automated teller machines (ATMs) provide customers with safe and efficient financial services round-the-clock, while simultaneously reducing operating costs. They have consequently become an integral aspect of financial service systems across the world. Clients' satisfaction with ATM service is an important concern for these firms. High-quality service provision necessitates analysis of factors underlying service failure. This paper uses a questionnaire survey to aggregate customer responses regarding their use of ATMs and their overall satisfaction toward this experience, and then employs a simple regression model to explore how individual service items affect their overall satisfaction. Lastly this paper presents an influence index which, combined with the satisfaction index, allows for the construction of a performance evaluation matrix. This paper also uses the mean of the two indices to create dynamic standards for ongoing quality management. Statistical inference is conducted to obtain interval estimations regarding both indices in order to counter the uncertainty of service quality evaluation caused by sampling error. Using this criterion, financial market operators can determine the standard of their service quality, as well as outline strategies for improvement.

Suggested Citation

  • Kuen-Suan Chen & Wen-Chih Chiou & Mei-Hua Ko, 2018. "Service Quality Evaluation Model of Automated Teller Machines Using Statistical Inference and Performance Evaluation Matrix," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 14(2), pages 173-190, August.
    • Handle: RePEc:jec:journl:v:14:y:2018:i:2:p:173-190
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    References listed on IDEAS

    as
    1. Müller, Wolfgang, 1991. "Gaining competitive advantage through customer satisfaction," European Management Journal, Elsevier, vol. 9(2), pages 201-211, June.
    2. Ping-Lung Huang & Bruce C.Y. Lee & Chen-Song Wang & Chi-Te Sun, 2017. "Relative Importance of the Factors under the ISO-10015 Quality Management Guidelines that Influence the Service Quality of Certification Bodies," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 13(1), pages 105-137, February.
    3. C. Tao & S. Chen & L. Chang, 2009. "Apply 6-sigma methodology in measuring the competition quality of satisfaction performance—an example of ISP Industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(4), pages 677-694, July.
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    More about this item

    Keywords

    financial service industry; automated teller machine; performance evaluation matrix; statistical inference;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory

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