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Customer Satisfaction Regarding Bank’S Distribution Channels – The Atm Network

Author

Listed:
  • Scridon Mircea Andrei
  • Radomir Lacramioara
  • Maniu Andreea Ioana
  • Zaharie Monica Maria

Abstract

In addition to traditional distribution methods (network of territorial units), to better meet market requirements in terms of speed and efficiency of services, banks have developed interactive electronic and computerized systems for clients: banking services via telephone, internet banking, network of automatic teller machines (ATMs), Electronic Funds Transfer at point of sale (EFTPOS). Automatic Teller Machines have become in recent years one of the common instruments through which banks offer the possibility of conducting routine operations such as: cash withdrawals, bill payments, transfer between accounts. This article presents the results obtained following a research that focused on determining the customers’ degree of satisfaction with the distribution channels used by a Top Five Romanian Bank, in particular the ATMs distribution network.

Suggested Citation

  • Scridon Mircea Andrei & Radomir Lacramioara & Maniu Andreea Ioana & Zaharie Monica Maria, 2010. "Customer Satisfaction Regarding Bank’S Distribution Channels – The Atm Network," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 772-777, July.
    • Handle: RePEc:ora:journl:v:1:y:2010:i:1:p:772-777
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    More about this item

    Keywords

    distribution channel; Automatic Teller Machines; satisfaction degree; bank;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G29 - Financial Economics - - Financial Institutions and Services - - - Other

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