Customers’ Satisfaction In Atm Service: An Empirical Evidences From Public And Private Sector Banks In India
AbstractThe aim of this paper was to provide a preliminary comparative investigation of the customer satisfaction in ATM service of public and private sector banks in India. For this investigation primary data was collected from 150 respondents of public and private sector banks through a structured questionnaire. Collected data was analyzed according to the objectives of the present research and result of the statistical analysis indicates that private sector banks are providing more satisfactory ATM service as compared to public sector banks. Empirical evidences indicates that customers perception about Efficiency, Security and Responsiveness, Cost Effectiveness, Problem Handling and Compensation and Contact service related to ATM service is low in both public and privates sector banks (ranging between 3.00 to 3.50). Therefore both types of banks should aware about these aspects of ATM service to enhance customers’ satisfaction.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Management Research and Practice.
Volume (Year): 3 (2011)
Issue (Month): 2 (June)
ATM; Service quality; Brand perception; Perceived value; Satisfaction; Public and Private Banks; India;
Find related papers by JEL classification:
- L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
- C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
- C30 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - General
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Colesca Sofia).
If references are entirely missing, you can add them using this form.