IDEAS home Printed from https://ideas.repec.org/a/rom/mrpase/v3y2011i2p24-35.html
   My bibliography  Save this article

Customers’ Satisfaction In Atm Service: An Empirical Evidences From Public And Private Sector Banks In India

Author

Listed:
  • Vijay M. KUMBHAR

    (Aabasaheb Marathe College, Rajapur Dist-Ratnagiri (MS) 416 702, India)

Abstract

The aim of this paper was to provide a preliminary comparative investigation of the customer satisfaction in ATM service of public and private sector banks in India. For this investigation primary data was collected from 150 respondents of public and private sector banks through a structured questionnaire. Collected data was analyzed according to the objectives of the present research and result of the statistical analysis indicates that private sector banks are providing more satisfactory ATM service as compared to public sector banks. Empirical evidences indicates that customers perception about Efficiency, Security and Responsiveness, Cost Effectiveness, Problem Handling and Compensation and Contact service related to ATM service is low in both public and privates sector banks (ranging between 3.00 to 3.50). Therefore both types of banks should aware about these aspects of ATM service to enhance customers’ satisfaction.

Suggested Citation

  • Vijay M. KUMBHAR, 2011. "Customers’ Satisfaction In Atm Service: An Empirical Evidences From Public And Private Sector Banks In India," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(2), pages 24-35, June.
    • Handle: RePEc:rom:mrpase:v:3:y:2011:i:2:p:24-35
    as

    Download full text from publisher

    File URL: https://mrp.ase.ro/no32/f3.pdf
    Download Restriction: no
    ---><---

    Citations

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


    Cited by:

    1. Kumbhar, Vijay, 2011. "Service quality perception and customers’ satisfaction in internet banking service: a case study of public and private sector banks," MPRA Paper 36959, University Library of Munich, Germany.

    More about this item

    Keywords

    ATM; Service quality; Brand perception; Perceived value; Satisfaction; Public and Private Banks; India;
    All these keywords.

    JEL classification:

    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • C10 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - General
    • C30 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - General

    Statistics

    Access and download statistics

    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:rom:mrpase:v:3:y:2011:i:2:p:24-35. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Colesca Sofia (email available below). General contact details of provider: https://edirc.repec.org/data/ccasero.html .

    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.