Factors affecting on customers’ satisfaction an empirical investigation of ATM service
Kumbhar, Vijay Abasaheb Marathe College, Rajapur (Maharashtra) India, Shivaji University, Kolhapur Dist- Kolhapur (Maharashtra) India
01. March 2011
Online at http://mpra.ub.uni-muenchen.de/32713/ MPRA Paper No. 32713, posted 09. August 2011 / 17:44
IJBEMR Volume 2, Issue 3 (March, 2011) ISSN 2229‐4848 The Journal of Sri Krishna Research & Educational Consortium
INTERNATIONAL JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT RESEARCH
Internationally Indexed & Listed Referred e-Journal
FACTORS AFFECTING ON CUSTOMERS’ SATISFACTION: AN EMPIRICAL INVESTIGATION OF ATM SERVICE
VIJAY M. KUMBHAR* *Rayat Shikshan Sanstha Satara’s Abasaheb Marathe College Rajapur (Maharashtra) India 416702 E-mail: vijay.kumbhar9@gmail.com 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. KEYWORDS: Effectiveness. E-service Quality, ATM, Customer Satisfaction, Cost
INTRODUCTION Recent ten years evidenced that electronic based business models are replacing conventional ones and organizations are rethinking business process designs and customer relationship management strategies. Banks are no exception to this transformation; a use of Information and Communication Technology (ICT) is revolutionizing the banking services through various unthinkable innovations
