E-Service Quality and Customer Satisfaction: With Reference to Atm Services of State Banks in Sri Lanka

M. S. Ishar Ali; J. Resi Tony; V. Anputhasan

doi:10.31149/ijefsd.v4i6.3149

Authors

M. S. Ishar Ali
Ali@gimail.co
Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka
J. Resi Tony Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka
V. Anputhasan Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka

Vol. 4 No. 6 (2022): IJEFSD

Articles

June 7, 2022

Downloads

view article

Abstract
How to Cite
Metrics
References

The purpose of this article is to investigate the quality of e-services and customer satisfaction in relation to ATM banking services, using theoretical foundations as a basis for investigation. The relationship between e-service quality and customer perception has received less attention from researchers, despite the fact that researchers have become increasingly interested in e-services' quality dimensions. There is a clear need for research into both the quality dimensions of e-services and the customer satisfaction dimensions that are relevant in the service context. In this article, quantitative analysis and data from respondents were used in conjunction with a convenient sampling technique. The study discovered that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services. As a result, the study concluded that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services.

Ali, . . M. S. I., Tony, J. R., & Anputhasan, V. (2022). E-Service Quality and Customer Satisfaction: With Reference to Atm Services of State Banks in Sri Lanka. International Journal on Economics, Finance and Sustainable Development, 4(6), 25–34. https://doi.org/10.31149/ijefsd.v4i6.3149

Download Citation

1. Aguila, A.R., Meléndez, A.P. and Al-dweeri, R.M. (2013). The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction. Total Quality Management and Business Excellence, 24 (9), 1111-1123.
2. Al-dweeri, R.M., Obeidat, Z.M., Al-dwiry, M.A., Alshurideh, M.T. and Alhorani, A.M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103.
3. Boateng, E., Amponsah, M. and Serwaa-Adomako, A. (2014). Impact Assessment of ATM on Customer Satisfaction of Banks in Ghana: A Case Study of Kumasi, Ghana. ADRRI Journal of Arts and Social Sciences, 7 (1), 21-30
4. Collier, J.E. and Bienstock, C.C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
5. Cox, J. and Dale, B. (2001). Service quality and e-commerce: an exploratory analysis. Managing Service Quality, 11(2), 121-132.
6. Cristobal, E., Flavián, C. and Guinalíu, M. (2007). Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and website loyalty. Managing Service Quality: An International Journal, 17(3), 317-340.
7. Ghane, S., Fathian, M. and Gholamian, M.R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: the case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1-6.
8. Islam, R., Kumar, S., & Biswas, P. K. (2007). Customer satisfaction of ATM service: a case study of HSBC ATM. Dhaka University Journal of Marketing, 1-19.
9. Jamil, S. A., & Khan, K. (2016). A study of customer satisfaction on select service dimensions with reference to ATMs and CDMs services in Oman. Journal of Business and Retail Management Research, 10(3).
10. Kaynama, S. A., & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of professional services marketing, 21(1), 63-88.
11. Kothari, C. R. (2004). Research methodology: Methods and techniques. New Age International.
12. Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005). E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7 (3), 213-233.
13. Raman, M., Stehenaus, R., Alam, N., and Kuppusamy, M. (2008). Information Technology in Malaysia: E-Service Quality and Uptake of Internet Banking. Journal of Internet Banking and Commerce, 13(2), 1-18.
14. Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), 1-18.
15. Rust, R.T. and Lemon, K.N. (2001). E-Service and the Consumer. International Journal of Electronic Commerce, 5(3), 85-101.
16. Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. john wiley & sons.
17. Swaid, S.I. and Wigand, R.T., (2009). Measuring the quality of e-service: Scale development and initial validation, Journal of Electronic Commerce Research, 10(1), 13-28.
18. Yang, Z., Jun, M. and Peterson, R.T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of Operations and Production Management, 24(11), 1149 ‐ 1174
19. Zeithaml, V., Parasuraman, A. and Malhotra, A. (2002), “Service quality delivery through websites: a critical review of extant knowledge”, Academy of Marketing Science Journal, Vol. 30 No. 4, pp. 362-375.