Sabaragamuwa University of Sri Lanka

A Study on the Impact of Automated Teller Machines (ATM’s) Service Quality on Customer Satisfaction: Special Reference to People’s Bank in Bandarawela

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dc.contributor.author Thennakoon, S.E.R.T.M.L.S
dc.contributor.author Ushantha, R.A.C
dc.date.accessioned 2021-01-05T17:04:04Z
dc.date.available 2021-01-05T17:04:04Z
dc.date.issued 2015-11-16
dc.identifier.isbn 978-955-644-039-3
dc.identifier.uri http://repo.lib.sab.ac.lk:8080/xmlui/handle/123456789/315
dc.description.abstract Banking sector is the mirror of the economy anywhere in the world. In Sri Lanka, It is monitored by the Bank Supervision Department of the Central Bank of Sri Lanka. People’s Bank is the state-owned commercial bank has paid attention to provide best customer service and to build strong customer relationship. Automated Teller Machine (ATM) banking is the popular access channel to banking services in Sri Lankan banking sector. Due to number of complains the first author found that there was a problem with ATM’s service quality and customer satisfaction in People’s Bank. The main purpose of this study was to identify the significant impact of ATM’s service quality on customer satisfaction in People’s Bank, Bandarawela. The current study stated seven hypotheses based on ATM’s service quality dimensions including reliability, responsiveness, ease of use, convenience, fulfilment, security and accuracy. A quantitative, deductive approach with positive paradigm was used in the study. The study population was the customers of People’s Bank in Bandarawela who currently uses ATMs. 163 customers were selected using the convenient sampling technique as the sample. Cronbach’s alpha and KMO value ensured the reliability and validity of the questionnaire. The data were analyzed using correlation and regression analysis using SPSS 21.0 and Minitab 16.0 software. All dimension of ATMs’ service quality had a significant positive relationship with customer satisfaction. Regression analysis resulted that reliability, responsiveness, ease of use and convenience had a significant positive impact on customer satisfaction, while security had a significant negative impact on customer satisfaction. As, regression analysis was eliminated the fulfilment and accuracy from regression model, there was no significant relationship of impact of fulfilment and accuracy on customer satisfaction. The current study revealed that ATM’s service quality generates impacts on customer satisfaction at Peoples Bank, Bandarawela. en_US
dc.language.iso en_US en_US
dc.publisher Sabaragamuwa University of Sri Lanka en_US
dc.subject Electronic banking en_US
dc.subject customers’ satisfaction en_US
dc.subject service quality en_US
dc.title A Study on the Impact of Automated Teller Machines (ATM’s) Service Quality on Customer Satisfaction: Special Reference to People’s Bank in Bandarawela en_US
dc.type Article en_US


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  • ARS 2015 [33]
    Annual Research sessions held in the year 2015

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