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

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BAMDAD N.; RAFIEI MEHRABADI N.

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Paper Information

Journal: JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES Year:2009 | Volume:8 | Issue:4 (31) Page(s): 39-58

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Title

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

Author(s)

BAMDAD N. | RAFIEI MEHRABADI N. | Issue Writer Certificate

Keywords

CUSTOMER'S SATISFACTIONQ3

BANK SERVICRS QUALITYQ3

ATMQ3

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.

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APA: Copy

BAMDAD, N., & RAFIEI MEHRABADI, N.. (2009). EVALUATING THE CUSTOMER'S SATISFACTION OF AUTOMATIC TELLER MACHINES (ATM) SERVICES QUALITY. JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES, 8(4 (31)), 39-58. SID. https://sid.ir/paper/392784/en

Vancouver: Copy

BAMDAD N., RAFIEI MEHRABADI N.. EVALUATING THE CUSTOMER'S SATISFACTION OF AUTOMATIC TELLER MACHINES (ATM) SERVICES QUALITY. JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES[Internet]. 2009;8(4 (31)):39-58. Available from: https://sid.ir/paper/392784/en

IEEE: Copy

N. BAMDAD, and N. RAFIEI MEHRABADI, “EVALUATING THE CUSTOMER'S SATISFACTION OF AUTOMATIC TELLER MACHINES (ATM) SERVICES QUALITY,” JOURNAL OF THE FACULTY OF HUMANITIES AND SOCIAL SCIENCES, vol. 8, no. 4 (31), pp. 39–58, 2009, [Online]. Available: https://sid.ir/paper/392784/en

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