scholarly journals Perception of Bank Customers about Automated Teller Machine (ATM) Service Quality

2012 ◽  
Vol 2 (2) ◽  
pp. 23-38 ◽  
Author(s):  
Amar Dhungel ◽  
Banodita Acharya ◽  
Kshitiz Upadhyay-Dhungel
Keyword(s):  
Service Quality ◽  
Automated Teller Machine

DOI: http://dx.doi.org/10.3126/bj.v2i2.6620Banking Journal, Volume 2 (Issue 2) 22-38

scholarly journals Measuring the satisfaction of employees based on the service quality of (ATM) Automated Teller Machine of the directorate of education in Thi Qar province: قياس رضا الموظفين بناء على جودة الخدمة لماكينة الصرف الآلي (ATM) لمديرية التربية والتعليم في محافظة ذي قار-العراق

2020 ◽  
Vol 4 (4) ◽  
Author(s):  
Mohammed Jaber Farhan
Keyword(s):  
Service Quality ◽  
Employee Satisfaction ◽  
Pearson Correlation ◽  
Ease Of Use ◽  
Survey Method ◽  
Quality Factors ◽  
Explanatory Variables ◽  
Security Issues ◽  
Automated Teller Machine

The internet and networks have broadened the electronic financial business specifically the transaction of money. The novel banking industry in Iraq countering many obstacles especially security issues. The aggressive competition among the banks to attracting more customers resulting that the quality of the services became the cornerstone. The private banks try to improve the services for the customer by using Automated Teller Machine (ATM). The purpose of this study is describing the explanatory variables for service quality in the research model and examine the effect of service quality variables on employee satisfaction. Two hypotheses were formed to verify if their effect on service quality or not. using Quantitative approach with survey method to quantifies the responses collected via questionnaire. The questionnaires distributed to employees working in the directorate of education are350 just 302was returned and after the examination only 210 questionnaire was valid. Descriptive statistics, Pearson-correlation and multiple linear regression techniques in SPSS were used to analyze quantitative data collected from the questionnaire. the findings are medium agree of ease of use ATM, moderate disagree for accessibility and moderate disagree of security. Regression model finds the service quality factors affect employee satisfaction and as result H1 hypothesis accepted. finally, Pearson-correlation showed a positive relationship to all independent variable on employee's satisfaction and mentioned the highest positive correlation was the ease of use variable.

scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

AbstractResearch has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

scholarly journals Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

2015 ◽  
Vol 16 (3) ◽  
pp. 280-289 ◽  
Author(s):  
Chi Phan ◽  
Phong Nham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Questionnaire Survey ◽  
Commercial Banks ◽  
Market Place ◽  
Quality Performance ◽  
Automated Teller Machine ◽  
The Impact

One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undifferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a questionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

scholarly journals Determinants of Automated Teller Machine Usage in Lagos State, Nigeria

2018 ◽  
Vol 6 (1) ◽  
pp. 89-111
Author(s):  
Salome Ighomereho ◽  
Patrick Ladipo ◽  
Bolajoko Dixon-Ogbechi
Keyword(s):  
Service Quality ◽  
Demographic Factors ◽  
Joint Effect ◽  
Positive Influence ◽  
Automated Teller Machine ◽  
Lagos State ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Socio Demographic Factors ◽  
Significant Positive Influence

Abstract Research has shown that ATMs provide an extremely useful service to customers but the machine is characterized by several service quality inadequacies, and at times it can be very frustrating to use. Consequently, this study investigated socio-demographic factors and service quality dimensions as determinants of ATM usage in Lagos State, Nigeria. A questionnaire was used to collect data from bank customers who use ATM and the data were analysed using General Linear Model (GLM) and multiple regression. The results from the analyses reveal that socio-demographic factors, such as age, education, and income, influence ATM usage, while gender and occupation do not influence ATM usage. The study also revealed that all the service quality dimensions identified in the study have a significant positive influence on ATM usage. When the joint effect of socio-demographic factors and service quality dimensions on ATM usage was assessed, it was found that service quality had a greater influence on ATM usage than socio-demographic factors.

TQM: Evaluating service quality.

1993 ◽  
Vol 45 (3) ◽  
pp. 31-33 ◽  
Author(s):  
Gregory D. Chowanec
Keyword(s):  
Service Quality

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

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