An Empirical Study to Identify the Factors Influencing the Customer Satisfaction of ATMs in India

2013 ◽  
Vol 4 (4) ◽  
pp. 25-40
Author(s):  
R. Muthu Kumar ◽  
G. Varaprasad ◽  
R. Sridharan ◽  
Anandakuttan B. Unnithan
Keyword(s):  
Customer Satisfaction ◽  
Exploratory Study ◽  
Strong Influence ◽  
Ease Of Use ◽  
Research Model ◽  
Negative Effects ◽  
Automated Teller Machines ◽  
Factors Influencing ◽  
The Relationship ◽  
Fee Payment

This exploratory study aims at identifying the influencing factors of customer satisfaction of Automated Teller Machines (ATMs). From the literature review and experts’ suggestions, a research model has been developed which consists of six factors namely cash availability, transaction speed, long queue, perceived quality, ease of use and ease/certainty of fee payment. A newly designed questionnaire which was pre-tested on a group of customers has been used for data collection. The validated data have been analyzed using regression analysis to establish the relationship between the six independent factors and customer satisfaction. The results reveal that all the factors are found to influence the customer satisfaction and out of six, only long queue has negative effects as hypothesized. Cash availability and transaction speed are found to have a strong influence on customer satisfaction of ATMs.

scholarly journals An Exploratory Study of Length and Frequency of Internet Banking Usage

2007 ◽  
Vol 2 (1) ◽  
pp. 76-85
Author(s):  
Booi Hon Kam ◽  
Hernan Riquelme
Keyword(s):  
Customer Satisfaction ◽  
Foreign Exchange ◽  
Exploratory Study ◽  
Internet Banking ◽  
Ease Of Use ◽  
Market Segments ◽  
Customer Base ◽  
Banking Service ◽  
The Impact ◽  
Exchange Transactions

The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.

The Effects of System Quality on Social Commerce

2019 ◽  
Vol 892 ◽  
pp. 258-265
Author(s):  
Nona M. Nistah ◽  
Suaini Sura ◽  
Ook Lee
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Research Model ◽  
Social Commerce ◽  
System Quality ◽  
Is Success ◽  
Success Model ◽  
Confirmatory Factor

This study examines the effect of system quality (SQ) determinants on social commerce (s-commerce) context from the s-commerce consumers’ perspective by adapting IS success model. 220 data samples from online survey were analyzed using confirmatory factor analysis (CFA) and the structural equitation model (SEM) to test the research model. The findings show that visibility has a significant effect on perceived usefulness, and ease of use and responsiveness has a significant effect on customer satisfaction. In addition, the finding indicates the significant relationship among perceived usefulness, customer satisfaction and net benefits in s-commerce.

scholarly journals Factors Affecting Customer Satisfaction & Loyalty in Online Food Delivery Service during COVID-19 Pandemic: Its Relation with Open Innovation

2021 ◽  
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Food Delivery ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
New Normal ◽  
Delivery Service ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

Factors Influencing Job Satisfaction: A Study on the Technical Institutions in Chhattisgarh

2009 ◽  
Vol 34 (4) ◽  
pp. 518-533
Author(s):  
Saket Jeswani ◽  
Sumita Dave ◽  
Saket Ranjan Praveer
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Employee Satisfaction ◽  
Factors Influencing ◽  
The Relationship

Globalisation has created a cutthroat competition among the major players. Organisations are indulged in tempting the customers. They are offering tremendous benefit schemes in order to win a considerable level of customer satisfaction. But this customer satisfaction cannot be compared with the employee satisfaction as the employees play the key role and without whose effort the organisation cannot develop and survive in the market. A study has been conducted on the teachers of technical institutions to evaluate the factors which influence job satisfaction. The paper attempts at finding out the relationship among the various factors as well as significant differences among them.

scholarly journals Factors Influencing the Intention of Attending Theater Performances: Exploration Study

The Winners ◽  
2017 ◽  
Vol 18 (2) ◽  
pp. 93
Author(s):  
Sri Bramantoro Abdinagoro
Keyword(s):  
Exploratory Study ◽  
Performing Arts ◽  
Study Author ◽  
Word Of Mouth ◽  
Structured Interview ◽  
Goal Achievement ◽  
Research Model ◽  
Factors Influencing ◽  
Keywords And Phrases ◽  
Audience Development

The phenomenon of theater goers who are not satisfied when watching but at the next show they were still watching, being the opposite of the concept of satisfaction. This research aimed to find the factors that caused people to intend to watch the theater again to answer the phenomenon. The researcher used an exploratory study that focused on exploring important features in the theater performing arts on those who had been watching and who had not watched. In this study, author constructed semi-structured interview questionnaires that were focused on; (1) reason for people watching the theater, (2) theatrical attributes, (3) audience expectation, and (4) audience development. The participants of the exploratory study in this study were; (1) a group of actors and performing arts workers, (2) people who watched the performing arts, and (3) people who did not watch the performing arts. The total participants were 15 persons. From the exploration results with at least 16 keywords or phrases obtained, the researcher analyzes and classifies the keywords and phrases with the same meaning and understanding that exist in each word. There are 8 (eight) constructs formed based on these keyword groupings; theater play, theater reputation, goal achievement, theater atmosphere, satisfaction, flow, intention to watch again, and word of mouth. The results of this exploratory study at the next stage of the research will be the input of the research model.

scholarly journals Assessing the Factors Influencing Customer Satisfaction at a Specialised Boutique Restaurant in Bangkok

2020 ◽  
Vol 10 (4) ◽  
pp. 50
Author(s):  
Chun Zhang ◽  
Paul James
Keyword(s):  
Environmental Factors ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Customer Expectation ◽  
Factors Influencing ◽  
Service Factors

This paper evaluates the effects of associated factors (Quality, Service, and Environmental) that influence customer satisfaction at a single, stand-alone boutique restaurant. It uses ACSI as a research model to study customer satisfaction.This research uses a defined population of 4800 restaurant visitors over, for 60 days representing a previous, specific, and focused marketing exercise. The calculated sample size was 369, where respondents were chosen using systematic random sampling.Data analysis is conducted using appropriate tests that are applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value, and customer satisfaction extracted from the ACSI index.The study result shows that females are the target purchase group. Environmental factors respond primarily to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Perceived Quality, Service factors that influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction， but Customer expectation does not positively affect customer satisfaction.The results further indicate that customers focus on the experience, the authentic experience achieved expectation, and overall feeling after product and service experience. The results support the ACSI theory. The assessment revealed that Quality and Service factors relating to Customer Expectation and Perceived Quality factors relating to Perceived Value need to facilitate, as it can improve overall customer satisfaction for small restaurants.

scholarly journals Analysis of Smart Home Systems in the Context of the Internet of Things in Terms of Consumer Experience

2022 ◽  
Vol 12 (1) ◽  
pp. 19-31
Author(s):  
Serap Türkyılmaz ◽  
Erkut Altindag
Keyword(s):  
Smart Home ◽  
Emotional Experience ◽  
Ease Of Use ◽  
Research Model ◽  
Perceived Ease Of Use ◽  
Privacy Risk ◽  
Perceived Benefit ◽  
And Behavior ◽  
The Relationship ◽  
The Internet Of Things

Smart homes, which are an important component of the Internet of Things (IoT) provides an effective service for users by communicating with various digital devices based on IoT. IoT-based smart home technology has transformed the lives of humans by providing everyone with a connection independently from time and space. However, due to various challenges such as privacy, security, and price, problems are experienced by consumers in terms of accepting smart home technologies. In the study, it was aimed to develop a model for accepting smart home technologies, and based on the results obtained, it was attempted to determine what factors affect the consumers' intention to buy smart home systems. In this context, with the help of Technology Acceptance Model (TAM), a research model was designed for the purchaser of a home as a product. In the research model, it was investigated what kind of effects perceived psychological factors (perceived ease of use, perceived intelligence, perceived suitability, perceived price, and perceived risk of privacy) have on the purpose and behavior of using IoT systems through perceived benefit. In addition, the relationship between sensory and emotional experiences of consumers, psychological perception factors and perceived usefulness was tested.  Data was collected by conducting an online survey questionnaire completed by 430 respondents. Partial least squares (PLSs) was explored to test the theoretical model. The research results show that perceived psychological factors (perceived ease of use, perceived connectivity, perceived intelligence, perceived convenience, and perceived privacy risk) have significant effect on the intention and behavior of IOT systems usage through perceived benefit. In terms of sensory and emotional experience, it only softens the relationship between the perceived privacy risk of emotional experience and the perceived benefit.

scholarly journals Service Quality at the Seaport System of Saigon Newport Corporation

2015 ◽  
Vol 7 (6) ◽  
pp. 145 ◽  
Author(s):  
Nguyen Hoang Viet
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Ho Chi Minh City ◽  
Research Model ◽  
The Relationship

<p>The paper synthesized the elements of quality of seaport services from which analyzes the relationship between the elements of the service quality to the level of customer satisfaction. The research model is recognized by a group of customer at 6 seaports (Tan Cang, Cat Lai and Hiep Phuoc in Ho Chi Minh City, Cai Mep in Ba Ria - Vung Tau, Tan Cang - Mien Trung in Quy Nhon, Tan Cang - 128 in Hai Phong) of Saigon Newport Corporation. The results showed several significant differences in the degree of influence of 5 variables: Resources; Capacities; Process of services; Management capacities; Image and reputation.</p>

scholarly journals Factors affecting Customer Loyalty in Banking Sector: A study on Banks in Bahawalpur (Pakistan)

2015 ◽  
Vol 1 (1) ◽  
pp. 239 ◽  
Author(s):  
Hafiz Muhammad Wasif Rasheed ◽  
Junaid Khalid ◽  
Hafiz Muhammad Usman Khizar ◽  
Muhammad Sajid ◽  
Muhammad Naeem Shahid ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Internet Banking ◽  
Managerial Implication ◽  
Factors Affecting ◽  
Automated Teller Machines ◽  
Influential Variable ◽  
The Relationship

The emergence of new banking channels like as phone banking, Internet banking, Automated Teller Machines (ATM), furthermore developing financial market & global competition have constrained bankers to explore the importance of customer loyalty. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to customer loyalty. The aim of this study is to investigate how the behavior and intentions of the respondents will be influenced by different factors of customer loyalty. The objectives of the current study are of two folds; firstly, to examine the relationship of trust, customer satisfaction and service quality with customer loyalty. Secondly, to determine which factor influenced customer loyalty the most? Data was collected through non probability convenience sampling, from a sample of 496 respondents by using a self-administered questionnaire. The collected Data was analyzed through regression technique using SPSS 17. Results of the current study reveal that trust, customer satisfaction and service quality has significant effect on customer loyalty. But the relationship or trust with customer satisfaction is not proved. Moreover the study revealed that customer satisfaction is found as the most influential variable for customer loyalty. The managerial implication of this research is the considerations of bank managers for the enhancement of their customer loyalty.

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