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Article Published In Vol.4 (March-April-2016)

Impact of ATM Service Quality on Customer Satisfaction

Pages : 317-321

Author : Gakwavu Patrick Medard and D.Venkatesan

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Nowadays, in the banking industry, electronic services have changed customer behavior and are turning to a high level of quality approaches to help managing both their time and their money. This study aims at analyzing the Automated Teller Machine (ATM) service quality on customer satisfaction. The study reveals that there were internal consistency between factors and from the Cronbach’s alpha coefficient, it is observed that there is a strong relationship between ATM service quality and customer satisfaction.

Keywords: Automated Teller Machine, Service quality, Customer satisfaction, Factor Analysis, Consistency.




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