An Analysis of Various Dimensions of ATM Banking Service Quality

Abstract

Now a day banking institutions have adopted Self Service Technologies to provide financial and non-financial services to its customers regressively. Automated Teller Machine (ATM) is one of the means to provide Self Service banking. The purpose of this research paper is to analyze the various dimensions of ATM service quality on the basis of studies conducted in different part of the world and to analyze the relationship of ATMs service quality with the customer satisfaction. After in depth literature review of 8 studies, it has been observed that there is no consensus of various researchers on multiple dimensions of automated teller machine banking service quality and there is a positive relationship among various dimensions of ATM service quality and customer satisfaction. As a result this paper recommends that further research is required to develop a generally accepted scale to measure ATM banking service quality on various standardized dimensions.

Keywords

• atm banking service quality
• customer satisfaction
• self service technologies
• service quality dimensions