Measuring the service quality of automated teller machines: a study of banks of India

Sanjay Dhingra

International Journal of Business Excellence, 2018, vol. 15, issue 4, 411-424

Abstract: The measurement of service quality has become important after the increased competition in the banking sector. Over the years, banks have taken lots of technology initiatives such as core banking, automated teller machines (ATMs) installation, internet banking, phone banking or mobile banking, data warehousing solutions, etc. The use of ATMs has become the preferred channel of banking as compared to other banking channels. With this in mind, in the present study, the author has measured the service quality of ATMs of Indian banks. After a review of literature, SERVPREF instrument derived from the SERVQUAL instrument, consisting of five dimensions of service quality, i.e., tangibility, reliability, responsiveness, assurance and empathy was selected for measuring the service quality. The reliability and validity of the instrument were also tested. Regression results indicated that the five dimensions of service quality are significant predictors of overall service quality.

Keywords: automatic teller machine; SERVPREF; reliability; validity; regression; service quality; India. (search for similar items in EconPapers)
Date: 2018
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=93869 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:15:y:2018:i:4:p:411-424

Access Statistics for this article

More articles in International Journal of Business Excellence from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().