| Title : | Automated teller machine service quality and customer satisfaction in Nepalese commercial banks | | Material Type: | printed text | | Authors: | Ishan Buddhacharya, Author | | Publication Date: | 2014 | | Pagination: | 62p. | | Size: | GRP/Thesis | | Accompanying material: | 2/B | | General note: | Including biblioggraphy | | Languages : | English | | Descriptors: | Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service quality
| | Keywords: | 'customer customer satisfaction banks bank and banking commerciaql nepal' | | Class number: | 658.812 | | Abstract: | Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
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Automated teller machine service quality and customer satisfaction in Nepalese commercial banks [printed text] / Ishan Buddhacharya, Author . - 2014 . - 62p. ; GRP/Thesis + 2/B. Including biblioggraphy Languages : English | Descriptors: | Customer satisfaction
Banks
Banks and banking
Commercial banks
Nepal
Service quality
| | Keywords: | 'customer customer satisfaction banks bank and banking commerciaql nepal' | | Class number: | 658.812 | | Abstract: | Banks are increasing their technology-based service options to remain competitive. Automated Teller Machine (ATM) is an innovative service delivery mode that offers diversified financial services like cash withdrawal, funds transfer, cash deposits, payment of utility and credit card bills, and other financial enquiries. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Many banks have pursued the development of technology-driven strategies towards meeting customer preferences
This study examines the relationship between customer satisfaction and five service quality dimension namely reliability, responsiveness, ease of use, convenience and security in the context of Nepal. This study also reveals the purpose of using ATM service, major problems encountered by ATM card holders and major factor influencing the service quality of ATM.
This research is based on the primary survey and has involved interpretation of opinions of the respondents ATM service quality and customer satisfaction in Nepalese banks. Public sector commercial bank i.e.Rastriya Banijya Bank Limited and Nepal Bank Limited are selected for survey. And in the case of private sector bank, 18 commercial banks are selected according to joint venture and non joint venture commercial banks out of 28 commercial bank. Different statistical tools like mean, standard deviation, correlation analysis and regression analysis are used for primary data analysis.
The study reveals that reliability; responsiveness and security dimension of ATM service quality has positive and significant relationship with customer satisfaction. However, ease of use and conveniences have positive relationship with customer satisfaction but are not statistically significant. Most of the respondents believe ATM service as the necessity of modern banking and the overall service quality provided by commercial bank is satisfactory.
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