SSTQUAL model : Assessment of ATM service quality in an emerging economy

Journal article

Adil, Mohd., Nasir, Mohd., Sadiq, Mohd and Bharti, Kumkum. (2020). SSTQUAL model : Assessment of ATM service quality in an emerging economy. International Journal of Business Excellence. 22(1), pp. 114-138. https://doi.org/10.1504/IJBEX.2020.109222
AuthorsAdil, Mohd., Nasir, Mohd., Sadiq, Mohd and Bharti, Kumkum
Abstract

This study aims to identify the key dimensions of automated teller machine (ATM) service quality and attempts to analyse the dynamic relationships among service quality, e-satisfaction and e-loyalty in Indian bank industry. Items were drawn from well-known SSTQUAL model, with cultural adjustment and industry specific modifications. A structured questionnaire in English language was used to collect the data from 360 ATM users. Research findings show that security/privacy and enjoyments have emerged as key dimensions that concern ATM users in India. The relative importance of the SSTQUAL dimensions identified in this study provides bank managers with a handbook as to which issues are critical in order of importance. Because of the limited sample size, the research results may lack generalisability. More replicative works are needed to enhance the generalisability. SSTQUAL model 115

KeywordsSSTQUAL; automated teller machine; ATM; electronic service quality; e-service quality; electronic word-of-mouth; e-WOM; electronic satisfaction; e-satisfaction; banking
Year01 Jan 2020
JournalInternational Journal of Business Excellence
Journal citation22 (1), pp. 114-138
PublisherInderscience Publishers
ISSN1756-0047
Digital Object Identifier (DOI)https://doi.org/10.1504/IJBEX.2020.109222
Web address (URL)https://www.inderscience.com/offers.php?id=109222
Open accessPublished as non-open access
Research or scholarlyResearch
Page range114-138
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online02 Sep 2020
Publication process dates
Deposited05 Dec 2024
Additional information

Copyright © 2020 Inderscience Enterprises Ltd.

Place of publicationUnited Kingdom
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