RETAIL BANK ATM’S SERVICE QUALITY AFFECTING CUSTOMER SATISFACTION: AN ATTEMPT TO DRAW THE ATTENTION
DOI:
https://doi.org/10.29121/ijetmr.v7.i7.2020.739Keywords:
Customer Satisfaction, Service Quality, Atm Service Quality, Retail Bank, Service Quality Gap, Paired Sample T-TestAbstract
The study presented here is an attempt to draw the attention of bankers towards the factors that has an influence over the satisfaction of customers regarding the ATM services provided to them. The study made use of primary data which was collected through a questionnaire. The sample size of the study was 100 and the respondents were selected randomly from Chennai. Findings of the analysis show that most of the service quality have positive gap only eight service quality attributes have high expectation in retail bank service but the perception of service quality is very less. Hence it is concluded from the study that only eight attributes exhibit negative gab.
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