RETAIL BANK ATM’S SERVICE QUALITY AFFECTING CUSTOMER SATISFACTION: AN ATTEMPT TO DRAW THE ATTENTION

  • Dr. P. Balthandayutham Assistant Professor, Department of Business Administration, Government Arts and Science College Valparai, India
  • Dr. R. Sritharan Associate Professor, Business Administration Annamalai Univeristy, India.
Keywords: Customer Satisfaction, Service Quality, Atm Service Quality, Retail Bank, Service Quality Gap, Paired Sample T-Test

Abstract

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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Published
2020-08-05
How to Cite
Balthandayutham, P., & Sritharan, R. (2020). RETAIL BANK ATM’S SERVICE QUALITY AFFECTING CUSTOMER SATISFACTION: AN ATTEMPT TO DRAW THE ATTENTION. International Journal of Engineering Technologies and Management Research, 7(7), 97-101. https://doi.org/10.29121/ijetmr.v7.i7.2020.739