Measuring the service quality of automated teller machines: a study of banks of India Online publication date: Wed, 08-Aug-2018
by Sanjay Dhingra
International Journal of Business Excellence (IJBEX), Vol. 15, No. 4, 2018
Abstract: The measurement of service quality has become important after the increased competition in the banking sector. Over the years, banks have taken lots of technology initiatives such as core banking, automated teller machines (ATMs) installation, internet banking, phone banking or mobile banking, data warehousing solutions, etc. The use of ATMs has become the preferred channel of banking as compared to other banking channels. With this in mind, in the present study, the author has measured the service quality of ATMs of Indian banks. After a review of literature, SERVPREF instrument derived from the SERVQUAL instrument, consisting of five dimensions of service quality, i.e., tangibility, reliability, responsiveness, assurance and empathy was selected for measuring the service quality. The reliability and validity of the instrument were also tested. Regression results indicated that the five dimensions of service quality are significant predictors of overall service quality.
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