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The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka

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dc.contributor.author Weerasiri, R.A.S.
dc.contributor.author Koththagoda, K.C.
dc.date.accessioned 2016-11-09T06:43:36Z
dc.date.available 2016-11-09T06:43:36Z
dc.date.issued 2016
dc.identifier.citation Weerasiri, R.A.S. and Koththagoda, K.C. 2016. The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka. 1st Interdisciplinary Conference of Management Researches - ICMR 2016, Faculty of Management Studies, Sabaragamuwa University of Si Lanka. 10th - 11th August 2016. en_US
dc.identifier.uri https://www.researchgate.net/publication/306182322
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/14978
dc.description.abstract The aim of this paper is to understand the impact of the ATM service quality towards the customer satisfaction in Sri Lankan state banking sector. This research bridges the gap that exists in the current body of knowledge by investigating the ATM service qualities and their impact on customer satisfaction. It also examines the impact of demographic factors for the relationship between the ATM service quality and the customer satisfaction. Given these gaps in the literature, the research problem in this research is: the factors which influence on customer satisfaction in relation to the ATM service. To investigate the research problem, a pilot study.involving 30 state bank customers was used to check the initial reliability and validity of the constructs in the questionnaire. The fpctor analysis was employed to refine the measurement items and test the reliability and validity. The study has used the primary data of customer satisfaction survey (N:385). The data were collected using a structured questionnaire designed to ascertain the satisfaction levels. Regression, ANOVA and T-test were used to identifu the significant factors and frequency analysis was used to analyze the customer satisfaction. The ATM service qualities have a positive impact on the customer satisfaction and the demographic factors like age and educational qualification show a moderate the relationship between the ATM service quality and the customer satisfaction. This paper identified the significant factors which the banks may take care to enhance the customer satisfaction. en_US
dc.language.iso en en_US
dc.publisher Sabaragamuwa University of Si Lanka en_US
dc.subject Automated Teller Machines (ATM) en_US
dc.subject Customer Satisfaction en_US
dc.subject Service Quality en_US
dc.title The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka en_US
dc.type Article en_US


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