Automated banks' service quality in developing economy : Empirical evidences from India

Journal article


Sadiq, M., Adil, Mohd. and Khan, Mohammed Naved. (2019). Automated banks' service quality in developing economy : Empirical evidences from India. International Journal of Services and Operations Management. 33(3), pp. 331-350. https://doi.org/10.1504/IJSOM.2019.100971
AuthorsSadiq, M., Adil, Mohd. and Khan, Mohammed Naved
Abstract

The aim of this study is to examine customers' perceived 'service quality', 'customer satisfaction', 'positive word of mouth' (+WOM) and 'problems encountered' at automated teller machine (ATMs) of Indian retail banks. It also attempts to propose a modified and refined Parasuraman's SERVQUAL scale relevant for the Indian context as also suggests a comprehensive model for measuring automated service quality at bank ATMs. A structured questionnaire, drawn together from literature, was used to collect data from a total of 219 ATM customers. The proposed refined scale has been tested for dimensionality, reliability, and validity and the research model was tested for validation through structural equation model (SEM) using LISREL 8.50. Research results indicate that expectations of ATM patrons in India were not being fully met. The highest gap score was observed for 'convenience' dimension followed by 'tangibles'. Results also show that service quality and customer satisfaction effect WOM positively and significantly while problems encountered had a negative impact on customer expectations.

Keywordsservice quality; bank; automated teller machine; ATM; confirmatory factor analysis; CFA; India
Year01 Jan 2019
JournalInternational Journal of Services and Operations Management
Journal citation33 (3), pp. 331-350
PublisherInderscience Publishers
ISSN1744-2370
Digital Object Identifier (DOI)https://doi.org/10.1504/IJSOM.2019.100971
Web address (URL)https://www.inderscienceonline.com/doi/pdf/10.1504/IJSOM.2019.100971
Open accessPublished as non-open access
Research or scholarlyResearch
Page range331-350
Author's accepted manuscript
License
All rights reserved
File Access Level
Controlled
Publisher's version
Output statusPublished
Publication dates
Online22 Jul 2019
Publication process dates
Accepted02 Jun 2017
Deposited28 Jun 2024
Additional information

Copyright © 2018 Inderscience Enterprises Ltd

Place of publicationSwitzerland
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