Customer Satisfaction of ATM Service: A Case Study of HSBC ATM
Dhaka University Journal of Marketing, Forthcoming
19 Pages Posted: 7 Jun 2007
Abstract
The Automated Teller Machine (ATM) is one type of innovation that can mechanically accept deposits, issue withdrawals, transfer funds between accounts, collect bills, and make small loans. This study aims at investigating the satisfaction levels of HSBC ATM cardholders (both staff and nonstaff) with respect to various aspects (promptness of card delivery, the performance of HSBC ATM, the service quality of ATM personnel etc.) of using HSBC ATM and their opinions on various other related issues (such as positive and inconvenient features of HSBC ATM, recommendation to improve the service quality etc.). This study is one type of exploratory research using convenience sampling technique where samples have been selected on the basis of convenience. Thus, projecting data beyond the sample is statistically inappropriate. This study only provides information for analyzing ATM scenario of HSBC. Though the samples were selected on a convenience basis and it may not represent the whole population, but still it is no less important for the HSBC management to consider the recommendations with due care for better customer service and for being in a better competitive position.
Keywords: ATM card, Machine breakdown, Unsuitable location, currency quality
JEL Classification: M39
Suggested Citation: Suggested Citation
Do you have a job opening that you would like to promote on SSRN?
Recommended Papers
-
The Determinants of Optimal Interchange Fees in Payment Systems
-
The Determinants of Optimal Interchange Fees in Payment Systems
-
The Neutrality of Interchange Fees in Payment Systems
By Joshua S. Gans and Stephen P. King
-
Regulating Interchange Fees in Payment Systems
By Joshua S. Gans and Stephen P. King
-
Two-Sided Markets, Competitive Bottlenecks and Exclusive Contracts
By Mark Armstrong and Julian Wright
-
An Empirical Analysis of Payment Card Usage
By Marc Rysman