A study of the service quality of automated teller machines.
The objectives of this study were to develop an instrument to measure the service quality of ATMs and to establish the service quality problem, in particular those relating to ATMs, which may cause customers to switch banks. In addition, the study attempted to find out whether there is any correlati...
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
2008
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/7579 |
| _version_ | 1826117680372908032 |
|---|---|
| author | Ng, Cheng Yen. |
| author2 | Gerrard, Philip |
| author_facet | Gerrard, Philip Ng, Cheng Yen. |
| author_sort | Ng, Cheng Yen. |
| collection | NTU |
| description | The objectives of this study were to develop an instrument to measure the service quality of ATMs and to establish the service quality problem, in particular those relating to ATMs, which may cause customers to switch banks. In addition, the study attempted to find out whether there is any correlation between perception of service quality of ATMs and the frequency of their usage. The instrument, which was used to test four hypotheses, had both reliability and validity. The results showed that, first, there was not a positive correlation between level of service quality and frequency of usage. Second, the level of ATM service quality was inversely related to the likelihood to switch banks. Third, ATM breakdowns, in comparison with other types of ATM problem, were not significantly more likely to cause a switch of bank. Lastly, switching was more likely to be caused by poor service quality not related to ATMs. |
| first_indexed | 2024-10-01T04:31:16Z |
| format | Thesis |
| id | ntu-10356/7579 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T04:31:16Z |
| publishDate | 2008 |
| record_format | dspace |
| spelling | ntu-10356/75792024-01-12T10:16:07Z A study of the service quality of automated teller machines. Ng, Cheng Yen. Gerrard, Philip Nanyang Business School DRNTU::Business::Finance::Electronic banking The objectives of this study were to develop an instrument to measure the service quality of ATMs and to establish the service quality problem, in particular those relating to ATMs, which may cause customers to switch banks. In addition, the study attempted to find out whether there is any correlation between perception of service quality of ATMs and the frequency of their usage. The instrument, which was used to test four hypotheses, had both reliability and validity. The results showed that, first, there was not a positive correlation between level of service quality and frequency of usage. Second, the level of ATM service quality was inversely related to the likelihood to switch banks. Third, ATM breakdowns, in comparison with other types of ATM problem, were not significantly more likely to cause a switch of bank. Lastly, switching was more likely to be caused by poor service quality not related to ATMs. Master of Business 2008-09-18T07:47:42Z 2008-09-18T07:47:42Z 2000 2000 Thesis http://hdl.handle.net/10356/7579 en Nanyang Technological University 104 p. application/pdf |
| spellingShingle | DRNTU::Business::Finance::Electronic banking Ng, Cheng Yen. A study of the service quality of automated teller machines. |
| title | A study of the service quality of automated teller machines. |
| title_full | A study of the service quality of automated teller machines. |
| title_fullStr | A study of the service quality of automated teller machines. |
| title_full_unstemmed | A study of the service quality of automated teller machines. |
| title_short | A study of the service quality of automated teller machines. |
| title_sort | study of the service quality of automated teller machines |
| topic | DRNTU::Business::Finance::Electronic banking |
| url | http://hdl.handle.net/10356/7579 |
| work_keys_str_mv | AT ngchengyen astudyoftheservicequalityofautomatedtellermachines AT ngchengyen studyoftheservicequalityofautomatedtellermachines |