Nothing Special   »   [go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v20y2019i5p1155-1178.html
   My bibliography  Save this article

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

Author

Listed:
  • Wajeeha Aslam
  • Ayesha Tariq
  • Imtiaz Arif
Abstract
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.

Suggested Citation

  • Wajeeha Aslam & Ayesha Tariq & Imtiaz Arif, 2019. "The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis," Global Business Review, International Management Institute, vol. 20(5), pages 1155-1178, October.
    • Handle: RePEc:sae:globus:v:20:y:2019:i:5:p:1155-1178
    DOI: 10.1177/0972150919846965
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150919846965
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150919846965?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Imtiaz Arif & Sahar Afshan & Arshian Sharif, 2016. "Resistance to Adopt Mobile Banking in a Developing Country: Evidence from Modified TAM Model," Journal of Finance and Economics Research, Geist Science, Iqra University, Faculty of Business Administration, vol. 1(1), pages 23-38, January.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    3. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    4. Pnina Shachaf & Shannon M. Oltmann & Sarah M. Horowitz, 2008. "Service equality in virtual reference," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 59(4), pages 535-550, February.
    5. Arif, Imtiaz & Aslam, Wajeeha, 2014. "Students' dependence on smart phone and its effect on purchase behavior," MPRA Paper 58919, University Library of Munich, Germany.
    6. Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
    7. V.V. Ravi Kumar & Anurag Lall & Tanmay Mane, 2017. "Extending the TAM Model: Intention of Management Students to Use Mobile Banking: Evidence from India," Global Business Review, International Management Institute, vol. 18(1), pages 238-249, February.
    8. Mohammed, Shariq, 2012. "Factors Affecting Atm Usage In India: An Empirical Analysis," UTMS Journal of Economics, University of Tourism and Management, Skopje, Macedonia, vol. 3(1), pages 1-7.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    2. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    3. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Mobile Wallets: Theoretical and Empirical Analysis," Global Business Review, International Management Institute, vol. 25(2_suppl), pages 211-228, April.
    4. Wajeeha Aslam & Iviane Ramos de Luna & Muhammad Asim & Kashif Farhat, 2023. "Do the Preceding Self-service Technologies Influence Mobile Banking Adoption?," IIM Kozhikode Society & Management Review, , vol. 12(1), pages 50-66, January.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. repec:dgr:rugsom:04f04 is not listed on IDEAS
    2. Muhammad Shahnawaz Adil, Kamal bin Ab Hamid, 2017. "Impact of Individual Feelings of Energy on Creative Work Involvement: A Mediating Role of Leader-Member Exchange," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(1), pages 82-105, March.
    3. Shih-Wei Chou & Chia-Shiang Hsu, 2016. "Understanding online repurchase intention: social exchange theory and shopping habit," Information Systems and e-Business Management, Springer, vol. 14(1), pages 19-45, February.
    4. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    5. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
    6. Wajeeha Aslam, Maria Batool, Zia Ul Haq, 2016. "Attitudes and Behaviors of the Mobile Phones Users towards SMS Advertising: A Study in an Emerging Economy," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 3(1), pages 68-85, March.
    7. Oh, Haemoon & Jeong, Miyoung & Baloglu, Seyhmus, 2013. "Tourists' adoption of self-service technologies at resort hotels," Journal of Business Research, Elsevier, vol. 66(6), pages 692-699.
    8. Wang, Yi-Shun & Yeh, Ching-Hsuan & Liao, Yi-Wen, 2013. "What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy," International Journal of Information Management, Elsevier, vol. 33(1), pages 199-208.
    9. Amir Manzoor, 2014. "Investigating the Factors Affecting Residential Consumer Adoption of Broadband in India," SAGE Open, , vol. 4(4), pages 21582440145, October.
    10. Wajeeha Aslam & Marija Ham & Imtiaz Arif, 2017. "Consumer Behavioral Intentions towards Mobile Payment Services: An Empirical Analysis in Pakistan," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 29(2), pages 161-176.
    11. Syed Shah Alam & Maisarah Ahmad & Yi-Hui Ho & Nor Asiah Omar & Chieh-Yu Lin, 2020. "Applying an Extended Theory of Planned Behavior to Sustainable Food Consumption," Sustainability, MDPI, vol. 12(20), pages 1-14, October.
    12. Broekhuizen, Thijs L.J. & Jager, Wander, 2004. "A conceptual model of channel choice: measuring online and offline shopping value perceptions," Research Report 04F04, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    13. Benjamin T. Hazen & Robert E. Overstreet & Yacan Wang, 2015. "Predicting Public Bicycle Adoption Using the Technology Acceptance Model," Sustainability, MDPI, vol. 7(11), pages 1-16, October.
    14. Raja Sankaran & Shibashish Chakraborty, 2021. "Factors Impacting Mobile Banking in India: Empirical Approach Extending UTAUT2 with Perceived Value and Trust," IIM Kozhikode Society & Management Review, , vol. 11(1), pages 7-24, January.
    15. Ekwunife Gabriel Okafor & Njelita, Chukwudi I., 2024. "The Bridge To Acceptance: Investigating Consumer Perceptions of Virtual Bankers," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 11(5), pages 982-995, May.
    16. Christian Arnold & Kai-Ingo Voigt, 2019. "Determinants of Industrial Internet of Things Adoption in German Manufacturing Companies," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-21, October.
    17. Philippe Cohard, 2020. "Information Systems Values: A Study of the Intranet in Three French Higher Education Institutions," Post-Print hal-02987225, HAL.
    18. Awni Rawashdeh, 2013. "Study Toward The Understanding Of Behavioral Intention To Use A Customer Relationship Management (Crm) Systems," Far East Journal of Psychology and Business, Far East Research Centre, vol. 12(1), pages 1-11, September.
    19. Melih Engin & Fatih Gürses, 2019. "Adoption of Hospital Information Systems in Public Hospitals in Turkey: An Analysis with the Unified Theory of Acceptance and Use of Technology Model," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-19, October.
    20. Hasan, Rajibul & Lowe, Ben & Petrovici, Dan, 2020. "Consumer adoption of pro-poor service innovations in subsistence marketplaces," Journal of Business Research, Elsevier, vol. 121(C), pages 461-475.
    21. Morosan, Cristian, 2016. "An empirical examination of U.S. travelers’ intentions to use biometric e-gates in airports," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 120-128.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:20:y:2019:i:5:p:1155-1178. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.