REVIEW OF ARTICLES

Presented By-:
Kiran
Reg. No.-:1031603
CONTENT
TITLE OF THE ARTICLE
Introduction
Literature Review
Research Hypotheses
Methodology
An Empirical Study of Automated
Teller Machine Service
Quality and Customer Satisfaction
in Pakistani Bank

Muhammad Asif Khan

Assistant Professor, Department of
Business Administration
Fatima Jinnah Women University,
Rawalpindi, Pakistan
INTRODUCTION
 Changing business environment offer challenges and
opportunities to the organizations

 Customers preferring to use self- service delivery

systems

 Banks are increasing their technology-based service

options
 The ATM is an innovative service delivery mode

 Financial services -cash withdrawal, funds transfer, cash

deposits, payment of utility and credit card bills, cheque
book requests and other financial enquiries.

 Researchers have stated that users’ satisfaction is an

essential determinant of success of the technology-based
delivery channels (Tong, 2009; Wu & Wang, 2007).
 OBJECTIVES OF THE STUDY

 The objective of the study is to examine the essential

dimensions of ATM service quality

 Analyze its effect on customers’ satisfaction in the

banking sector of Pakistan.
 LITERATURE REVIEW
 significant relationship between service quality and firms’
performance (Lassar et al, 2000)

 service quality in banks is critical for satisfaction and

retention of customers (Jabnoun & Al-Tamimi, 2003).

 The banks are pursuing multidimensional approaches to

improvement in service quality to attract and retain
customers (Newman, 2001).
 According to Castleberry (1989), the physical location of
banks’ delivery channels influence perception of customers
about quality.

 Consistent delivery of services, and staff interaction with

customers, trustworthy processes and procedures positively
affect delivery of services quality (Sureshchandar et al., 2002).

 Pleasant customer interaction with staff significantly affects

customers’ perception of quality (Yavas et al., 1997).
 RESEARCH HYPOTESES
 Hypothesis 1: Convenience has positive and significant relationship with ATM
service quality.

 Hypothesis 2: Efficient operation has positive and significant relationship with ATM
service quality.

 Hypothesis 3: Security and privacy have positive and significant relationship with
ATM service quality.

 Hypothesis 4: Reliability has positive and significant relationship with ATM service
quality.

 Hypothesis 5: Responsiveness has positive and significant relationship ATM service

quality.

 Hypothesis 6: ATM service quality has positive and significant relationship with
customer satisfaction.
 METHODOLGY
 Sampling and Data Collection-Convenience sampling technique
was used to collect the data from a sample of 500 customers who
hold ATM cards from multinational and national banks.

 Development of Instrument-The survey questionnaire measured

five dimensions of ATM service quality and its effect on customer
satisfaction.

 Pilot Testing of Instrument-A sample of 50 customers was used, to

validate the instrument. The results of pilot testing exhibited
adequacy as suggested by Nunnaly (1978).
 Tests Used for Data Analysis-SPSS (Statistical Package
for Social Sciences) version 16.0 was used to compute and
analyze the data.

 The statistical tests used in the analysis of data included

descriptive statistics, testing of multi -collinearity and
normality of data, reliability analysis, correlation analysis,
factor analysis, and regression analysis