Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal / Minakshi Pathak 

Public ISBD Title : Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal Material Type: printed text Authors: Minakshi Pathak, Author Publication Date: 2015 Pagination: 85p. Size: GRP/Thesis Accompanying material: 5/B General note: including bibilography Languages : English Descriptors: Customer satisfaction ATM services Banks Banks and banking Security Keywords: 'responsiveness  case of use  convenience  security  customer satisfaction  banks' Class number: 658.812 Abstract: Customer satisfaction is also defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals. Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders/users. The evolution of ATM was not in isolation, rather as a result of the general global wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bulk of daily complex information that arises from among others; increase in competition, increased customer demand for both service provision as well as efficiency, expansion due to the increased in demand for services. Use of ATM has become extremely popular among customers as convenient mode of transactions. The advantages of using ATM have given new impetus in dimension of service quality and banks offering new choices to customers. Some studies have shown the positive dimension of ATMs based on freedom of transaction and other studies have shown that dissatisfaction among customers is associated with frequent Interruption and breakdown of ATM.The main objective of this study is to examine the consumer satisfaction on ATM services of Joint Venture and Non-Joint Venture banks. The survey is based on 200 respondents from 30 commercial banks in Nepal. The multiple regression models are estimated to test the significance and importance of Customer satisfaction about ATM services in Nepalese commercial banks. The study revealed that most of the ATM users of non-joint venture banks and joint venture banks agreed that they are satisfied with the service quality of ATM provided by bank. The study revealed that technical failures are the most faced problems by ATM users of joint venture banks and non-joint venture banks. The result revealed that the highest correlation is ease of use and security. The result indicates that responsiveness is positively correlated to the customer satisfaction. Prompt service to the customers leads the customer satisfaction. The study shows that responsiveness, ease of use, convenience and security have significant and positive relation with customer satisfaction. The positive relation indicates that the higher the responsiveness, ease of use, convenience and security, higher would be the customer satisfaction. Customer services and ATM services: comparative study of joint venture and non-joint venture banks in Nepal [printed text] / Minakshi Pathak, Author . - 2015 . - 85p. ; GRP/Thesis + 5/B. including bibilography Languages : English Descriptors: Customer satisfaction ATM services Banks Banks and banking Security Keywords: 'responsiveness  case of use  convenience  security  customer satisfaction  banks' Class number: 658.812 Abstract: Customer satisfaction is also defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals. Automated Teller Machine (ATM) refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders/users. The evolution of ATM was not in isolation, rather as a result of the general global wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bulk of daily complex information that arises from among others; increase in competition, increased customer demand for both service provision as well as efficiency, expansion due to the increased in demand for services. Use of ATM has become extremely popular among customers as convenient mode of transactions. The advantages of using ATM have given new impetus in dimension of service quality and banks offering new choices to customers. Some studies have shown the positive dimension of ATMs based on freedom of transaction and other studies have shown that dissatisfaction among customers is associated with frequent Interruption and breakdown of ATM.The main objective of this study is to examine the consumer satisfaction on ATM services of Joint Venture and Non-Joint Venture banks. The survey is based on 200 respondents from 30 commercial banks in Nepal. The multiple regression models are estimated to test the significance and importance of Customer satisfaction about ATM services in Nepalese commercial banks. The study revealed that most of the ATM users of non-joint venture banks and joint venture banks agreed that they are satisfied with the service quality of ATM provided by bank. The study revealed that technical failures are the most faced problems by ATM users of joint venture banks and non-joint venture banks. The result revealed that the highest correlation is ease of use and security. The result indicates that responsiveness is positively correlated to the customer satisfaction. Prompt service to the customers leads the customer satisfaction. The study shows that responsiveness, ease of use, convenience and security have significant and positive relation with customer satisfaction. The positive relation indicates that the higher the responsiveness, ease of use, convenience and security, higher would be the customer satisfaction.

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