Main Article Content

Abstract





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.





Keywords

E-service quality banking qualitycustomer satisfaction

Article Details

How to Cite
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. Retrieved from https://journals.researchparks.org/index.php/IJEFSD/article/view/3149

References

  1. 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. 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. 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. 4. Collier, J.E. and Bienstock, C.C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
  5. 5. Cox, J. and Dale, B. (2001). Service quality and e-commerce: an exploratory analysis. Managing Service Quality, 11(2), 121-132.
  6. 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. 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. 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. 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. 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. 11. Kothari, C. R. (2004). Research methodology: Methods and techniques. New Age International.
  12. 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. 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. 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. 15. Rust, R.T. and Lemon, K.N. (2001). E-Service and the Consumer. International Journal of Electronic Commerce, 5(3), 85-101.
  16. 16. Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. john wiley & sons.
  17. 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. 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. 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.