The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis

2019 ◽  
Vol 20 (5) ◽  
pp. 1155-1178 ◽  
Author(s):  
Wajeeha Aslam ◽  
Ayesha Tariq ◽  
Imtiaz Arif
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Screening Process ◽  
Bank Managers ◽  
The Impact

This study examines the impact of automated teller machine (ATM) service quality on customer satisfaction and its effect on customer loyalty. The data were collected from 360 ATM users in Karachi, Pakistan, using a structured questionnaire. After the data screening process and the removal of outliers, 322 responses were found useable. To identify the dimensions of ATM service quality and their relationship with customer satisfaction and customer loyalty, exploratory factor analysis, confirmatory factor analysis and structural equation modelling (SEM) were used. The findings indicate that (a) fulfilment, reliability, ease of use, and security and privacy are the major dimensions of ATM service quality, (b) dimensions such as convenience and responsiveness are positively insignificantly correlated with customer satisfaction and (c) customer satisfaction significantly influences customer loyalty. This study suggests concrete strategies for bank managers to improve customer experience with ATM and identifies the issues to be resolved in order to improve ATM service quality.

scholarly journals The Effect of Service Quality to Customer of Loyalty Using Self-Service Technology: Internet Banking

2019 ◽  
Author(s):  
Stevano . ◽  
Erna Andajani ◽  
Siti Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Developed Countries ◽  
Internet Banking ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Research Use ◽  
The Impact

Inthe21stcenturytheuseofinternetbankingisnolongeranoption,butisacustomer need. Internet banking research has been carried out in developed countries. This research was conducted in developing countries, Indonesia. This research aims to test the impact of service quality on internet banking towards customer satisfaction and customer loyalty. There are six independent variables studied, namely ease of use, fulfillment, security and privacy, responsiveness, reliability and convenience. This research use quantitative approach with Structural Equation Model (SEM) method. This research use 162 samples who use internet banking for Indonesia banks. The result showthatamongthe6dimensionofinternetbankingquality3dimensionhavepositive significant impact. They are ease of use, fulfillment, and security and privacy. In other side 3 other dimensions are responsiveness, reliability, and convenience have found to be not significant affect the customer satisfaction. In addition customer satisfaction has positive significant toward customer loyalty.

The Impact of Technology based Self Service Banking Service Quality on Customer Loyalty

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Impact Of Technology ◽  
The Impact

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

scholarly journals Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Maria Moniqua Ratna ◽  
Harry Soesanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Software Analysis ◽  
Analysis Technique ◽  
Core Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY.  Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0.  The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

scholarly journals Examining the Interconnections between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

2022 ◽  
Vol 20 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Theoretical Support ◽  
Bank Managers ◽  
Managerial Implications ◽  
The Impact

This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was then analyzed using structural equation modeling (SEM) through AMOS. The results revealed that all the relationships were found to be significant and positive and also customer experience and customer satisfaction proved to be mediators on the relationship between E-CRM and customer loyalty. Thus, these empirical results will have both theoretical and managerial implications which will further provide useful insights to the bank managers to improve their long-term relationships with the customers.

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

Perceived service quality and satisfaction of self-service technology

2015 ◽  
Vol 32 (4) ◽  
pp. 361-380 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Retail Banking ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Privacy And Security ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.

scholarly journals ANALISIS KUALITAS LAYANAN ATM DAN KEPUASAN PENGGUNA TERHADAP LOYALITAS PELANGGAN DENGAN PENDEKATAN STRUCTURAL EQUATION MODELLING

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Sandra A. Zanny ◽  
Deni Danial Kesa
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quality Information ◽  
Private Bank ◽  
Confirmatory Factor ◽  
The Impact

AbstractThis research has been prepared for the purpose of reviewing the impact of the quality ofservices provided by ATM on one of the largest private bank in Indonesia on customer loyalty. Inthis case the quality of the service will be tested at one of the ATM Bank the largest private bank inIndonesia which consists of quality information and quality on customer loyalty ATM system onone of the largest private bank in Indonesia which is mediated by customer satisfaction. T-countvalue obtained from Confirmatory Factor Analysis (CFA) for all variables showed that all thequestions are included in all variables statistically significant. The coefficient of Goodness of Fitmeets the requirements of the suitability of a model, it can be concluded that in general, the modelobtained has a good level of compatibility. ATM service quality has a statistically significantpositive relationship with customer loyalty. Satisfaction with the quality of the information contentof ATM and satisfaction with the performance of the ATM system did in fact have a positiverelationship with customer satisfaction. Variable satisfaction statistically significant influenced bytwo independent variables, namely variable quality and Quality Information System. Satisfactionwill impact on the confidence of customers to use ATMs that will appear on the ATM customerloyalty to the Bank. In accordance with the hypothesis that the satisfaction variables provide astatistically significant effect on the variable loyalty.Key words : ATM, Confirmatory Factor Analysis,Kandungan informasi, kualitas system, loyalitas

scholarly journals Islamic Banking Service Innovation in Customer Co-Creation: Its Impact on Customer Trust, Satisfaction, and Loyalty

2021 ◽  
Vol 56 (2) ◽  
pp. 65-82
Author(s):  
Nur Asnawi ◽  
Nina Dwi Setyaningsih
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Bank ◽  
Banking Service ◽  
Study Results ◽  
Bank Managers ◽  
Customer Trust ◽  
The Impact

This study examines the impact of co-creation on customer trust, satisfaction, and loyalty in the context of Islamic banks, the relationship between co-creation and customer satisfaction and loyalty mediated by trust and customer satisfaction. 379 Islamic bank customers data were analyzed using variance-based structural equation modeling to test the nine hypotheses proposed. The study results found that customer co-creation positively influences customer trust and satisfaction, which further implicates loyalty. However, surprisingly co-creation does not affect Islamic bank customer loyalty. Islamic bank managers in Indonesia need to involve customers to participate in value co-creation. Because Islamic bank's customer loyalty relationship with co-creation is mediated in full by trust and satisfaction, this research is the first empirical investigation that tests customer co-creation in an integrated manner and its implications on trust, satisfaction, and customer loyalty in the Islamic bank industry.

scholarly journals ANALYSIS OF SERVICE QUALITY, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN INSURANCE INDUSTRY - CASE STUDY OF PT. SYNERGY ADHI MANUNGGAL

2018 ◽  
Vol 3 (1) ◽  
pp. 47-61
Author(s):  
Benedictus Widy Andhika ◽  
Nila Khrisnawati Hidayat ◽  
Linus Pasasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Insurance Industry ◽  
Perceived Value ◽  
Sem Analysis ◽  
Primary Data ◽  
The Impact

The purpose of this research is to study and analyse the impact of service quality, perceived value and customer satisfaction towards customer loyalty in insurance industry - case study of PT. Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT. Synergy Adhi Manunggal. The data is analysed using Structural Equation Modelling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value and customer satisfaction towards customer loyal. It will be a great challenge for the PT. Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

scholarly journals Service Quality Influence Customer Satisfaction and Loyalty

2019 ◽  
Vol 3 (1) ◽  
pp. 50-61 ◽  
Author(s):  
Abdul Rashid ◽  
Varsha Rokade
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Central India ◽  
Positive Influence ◽  
Path Model ◽  
Retail Service ◽  
Significant Positive Influence

Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.

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