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Paper Information

Journal:   JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES   WINTER 2009 , Volume 8 , Number 4 (31); Page(s) 39 To 58.
 
Paper: 

EVALUATING THE CUSTOMER'S SATISFACTION OF AUTOMATIC TELLER MACHINES (ATM) SERVICES QUALITY

 
 
Author(s):  BAMDAD N.*, RAFIEI MEHRABADI N.
 
* MANAGEMENT AND PLANNING STRATEGIES INSTITUTE
 
Abstract: 

This paper reports a research on customer's satisfaction of Automatic Teller Machines (ATM) service qualities and dimensions of the qualification of ATMs services of different Banks. After literature review and interview with people, a questionnaire with open and close questions for evaluating the dimensions of (ATM) service qualities and the level of customer's satisfaction was designed and required data was collected in Tehran. It was found that the main quality dimensions from the customer's view were as follow: transaction error, personnel response, developing services, machine accuracy and ease of use. Also, the results of the analysis showed that the level of customer satisfaction is moderate. In spite of moderate satisfaction of customers, they prefer ATMs to the bank personnel. By regression analysis we find that if ATMs work properly, it plays a significant role is customer's satisfaction.

 
Keyword(s): CUSTOMER'S SATISFACTION, BANK SERVICRS QUALITY, ATM
 
References: 
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