Title :	Factors affecting customer's satisfactions level on ATM service in Nepal
Material Type:	printed text
Authors:	Rashmita Shrestha, Author
Publication Date:	2017
Pagination:	108p.
Size:	GRP/Thesis
Accompanying material:	9/B
Languages :	English
Descriptors:	Customer satisfaction ATM services
Class number:	658.812
Abstract:	Technology is transforming the financial institutions through various extraordinary innovations. The volume of cross-border tradeoff and other financial activities is increasing geometrically simplified by technology. The impact of technology over product innovations in banks is gigantic. In innovation process, banks have to decide which products banks constraints wish to sell, whether banks wish to build those products themselves, how banks should deliver, and why banks wish to deliver those products to customers (Raihan et al. 2001). Innovation is the skill of incapacitating toward improvement. It emerges when a new or changed product or service is announced to the market, or when a new or changed process is used in a commercial condition. No business corporation can remain pleased with the prevailing products to survive with the competitors. Banks are no exception to this situation (Shahid, 2004). Service quality determines the satisfaction level and attitude of customer towards any particular organization. ATM is an electronic device which allows a bank’s customers to make cash withdrawals and check their account balances at any time without the need for a human teller. Many ATMs also allow people to deposit cash or cheques, transfer money between their bank accounts or even pay utility bills. ATM is an electronic banking outlet which allows customers to complete basic transactions without the aid of a branch representative or teller. ATM refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders. The evolution of ATM was not in isolation, rather as a result of the general globe wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bank 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 increase in demand for services (Chang et al. 2010). The major objective of the study is to analyze the factors affecting customer satisfaction from ATM services in Nepalese commercial banks.The other objectives of this study are toanalyze the perception of customers towards the level of ATM service quality of Nepalese commercial banks, toexamine the relationship between reasonability of fee charged and frequency of problem faced dimensions with customer satisfaction, to assess the relationship between choices of ATM, usage of services and post purchase behavior with customer satisfaction andto determine the most important ATM service quality dimensions affecting customer satisfaction of Nepalese commercial banks. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200 employees of 25 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables onATM service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose. On the basis of regression result, the beta coefficient for responsiveness is positive and significant which reveals that higher the responsiveness, higher would be the customer satisfaction. The beta coefficient for reasonability of fee charged is positive and significant with customer satisfaction which reveals that charging reasonable price for ATM services leads to better customer satisfaction. The results indicate that there is positive and significant impact of frequency of problem faced on customer satisfaction, which reveals that higher the cautiousness by the Nepalese commercial banks on the frequency of problem faced, higher would be the customer satisfaction. Likewise, the study found that beta coefficient for usage of service is positive and significant with customer satisfaction indicating that increase in usage of service of ATM leads to increase in customer satisfaction. The result confirmed thatresponsiveness, reasonability of fee charged and frequency of problem faced are major factors affecting customer satisfaction of Nepalese commercial banks.Fee charged by the bank while using other bank’s ATM, ATM machine out of order, location of ATM, card delivery of the bank and utility payment through ATM are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. This study observed responsiveness of ATM outlets as the major determinant of customer satisfaction of Nepalese commercial banks.

Factors affecting customer's satisfactions level on ATM service in Nepal [printed text] / Rashmita Shrestha, Author . - 2017 . - 108p. ; GRP/Thesis + 9/B.
Languages : English

Descriptors:	Customer satisfaction ATM services
Class number:	658.812
Abstract:	Technology is transforming the financial institutions through various extraordinary innovations. The volume of cross-border tradeoff and other financial activities is increasing geometrically simplified by technology. The impact of technology over product innovations in banks is gigantic. In innovation process, banks have to decide which products banks constraints wish to sell, whether banks wish to build those products themselves, how banks should deliver, and why banks wish to deliver those products to customers (Raihan et al. 2001). Innovation is the skill of incapacitating toward improvement. It emerges when a new or changed product or service is announced to the market, or when a new or changed process is used in a commercial condition. No business corporation can remain pleased with the prevailing products to survive with the competitors. Banks are no exception to this situation (Shahid, 2004). Service quality determines the satisfaction level and attitude of customer towards any particular organization. ATM is an electronic device which allows a bank’s customers to make cash withdrawals and check their account balances at any time without the need for a human teller. Many ATMs also allow people to deposit cash or cheques, transfer money between their bank accounts or even pay utility bills. ATM is an electronic banking outlet which allows customers to complete basic transactions without the aid of a branch representative or teller. ATM refers to a machine that acts as a bank teller by receiving and issuing money to and from the ATM account holders. The evolution of ATM was not in isolation, rather as a result of the general globe wave in the technological revolution. This came due to the need to respond to the challenge of the multiple bank 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 increase in demand for services (Chang et al. 2010). The major objective of the study is to analyze the factors affecting customer satisfaction from ATM services in Nepalese commercial banks.The other objectives of this study are toanalyze the perception of customers towards the level of ATM service quality of Nepalese commercial banks, toexamine the relationship between reasonability of fee charged and frequency of problem faced dimensions with customer satisfaction, to assess the relationship between choices of ATM, usage of services and post purchase behavior with customer satisfaction andto determine the most important ATM service quality dimensions affecting customer satisfaction of Nepalese commercial banks. In order to achieve the objectives, primary data collection was performed by providing questionnaire to 200 employees of 25 commercial banks. The questionnaire were Yes, No, Ranking Scale, Likert and other demographic information were used to collect primary data. The Likert scale on the different variables onATM service quality dimensions and customer satisfaction were measured in 5 point liker scale and weighted mean value of each variable were used to examine the relationship between independent and dependent variables as for the study purpose. On the basis of regression result, the beta coefficient for responsiveness is positive and significant which reveals that higher the responsiveness, higher would be the customer satisfaction. The beta coefficient for reasonability of fee charged is positive and significant with customer satisfaction which reveals that charging reasonable price for ATM services leads to better customer satisfaction. The results indicate that there is positive and significant impact of frequency of problem faced on customer satisfaction, which reveals that higher the cautiousness by the Nepalese commercial banks on the frequency of problem faced, higher would be the customer satisfaction. Likewise, the study found that beta coefficient for usage of service is positive and significant with customer satisfaction indicating that increase in usage of service of ATM leads to increase in customer satisfaction. The result confirmed thatresponsiveness, reasonability of fee charged and frequency of problem faced are major factors affecting customer satisfaction of Nepalese commercial banks.Fee charged by the bank while using other bank’s ATM, ATM machine out of order, location of ATM, card delivery of the bank and utility payment through ATM are ranked as the most important attributes affecting customer satisfaction of Nepalese commercial banks. This study observed responsiveness of ATM outlets as the major determinant of customer satisfaction of Nepalese commercial banks.