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Factors affecting on customers’ satisfaction an empirical investigation of ATM service

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  • Kumbhar, Vijay

Abstract

The present empirical study focuses on identifying key factors that have influences customers satisfaction in ATM service provided by public and private sector banks. For the purpose of the study primary data were collected using schedule and collected data from March to November 2010. Results of factor analysis, correlation and regression analysis show that a cost effectiveness, easy to use and security and responsiveness in ATM service were most important factors in customer satisfaction.

Suggested Citation

  • Kumbhar, Vijay, 2011. "Factors affecting on customers’ satisfaction an empirical investigation of ATM service," MPRA Paper 32713, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:32713
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    File URL: https://mpra.ub.uni-muenchen.de/32713/1/MPRA_paper_32713.pdf
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    References listed on IDEAS

    as
    1. Mcandrews James J., 2003. "Automated Teller Machine Network Pricing - A Review of the Literature," Review of Network Economics, De Gruyter, vol. 2(2), pages 1-13, June.
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    Cited by:

    1. Esther Enoch Yusuf & Abubakar Bala, 2021. "Empirical Analysis of Service Quality, Reliability and End-User Satisfaction on Electronic Banking in Nigeria," Papers 2105.11184, arXiv.org.
    2. Boateng, Elliot & Amponsah, Mary & Serwaa-Adomako, Akosua, 2014. "Impact assessment of ATM on customer satisfaction of banks in Ghana:a case study of Kumasi,Ghana," MPRA Paper 63927, University Library of Munich, Germany, revised 20 Oct 2014.

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    More about this item

    Keywords

    E-service Quality; ATM; Customer Satisfaction; Cost Effectiveness;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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