Title: Measuring the service quality of automated teller machines: a study of banks of India

Authors: Sanjay Dhingra

Addresses: University School of Management Studies, Guru Gobind Singh Indraprastha University, Sector 16-C, Dwarka, New Delhi-110078, India

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.

Keywords: automatic teller machine; SERVPREF; reliability; validity; regression; service quality; India.

DOI: 10.1504/IJBEX.2018.093869

International Journal of Business Excellence, 2018 Vol.15 No.4, pp.411 - 424

Received: 21 Jun 2016
Accepted: 16 Mar 2017
Published online: 08 Aug 2018 *

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