Title :	The factors influencing customer satisfaction with ATM banking in Nepalese commercial banks
Material Type:	printed text
Authors:	Siddhant Dhanuk, Author
Publication Date:	2018
Pagination:	84p.
Size:	GRP/Thesis
Accompanying material:	10/B
Languages :	English
Descriptors:	Consumer satisfaction
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. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Any banks have pursued the development of technology-driven strategies toward meeting customer preferences. 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 bank offering new choices to customers. Some studies have shown the positive dimensions of ATMs based on freedom of transaction and other studies have that dissatisfaction among customers is associated with frequent interruption and breakdown of ATM. 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. The study is based on the primary source of data. The main source of primary data is the structured questionnaire and the study was carried out in Kathmandu valley by distributing 200 questionnaires through field survey. 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.

The factors influencing customer satisfaction with ATM banking in Nepalese commercial banks [printed text] / Siddhant Dhanuk, Author . - 2018 . - 84p. ; GRP/Thesis + 10/B.
Languages : English

Descriptors:	Consumer satisfaction
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. In most developing economies, the automation of banking services has become a critical factor in the process of attaining efficiency in delivering customer services. Any banks have pursued the development of technology-driven strategies toward meeting customer preferences. 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 bank offering new choices to customers. Some studies have shown the positive dimensions of ATMs based on freedom of transaction and other studies have that dissatisfaction among customers is associated with frequent interruption and breakdown of ATM. 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. The study is based on the primary source of data. The main source of primary data is the structured questionnaire and the study was carried out in Kathmandu valley by distributing 200 questionnaires through field survey. 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.