A study of the service quality of automated teller machines.
Ng, Cheng Yen.
Date of Issue2000
College of Business (Nanyang Business School)
The objectives of this study were to develop an instrument to measure the service quality of ATMs and to establish the service quality problem, in particular those relating to ATMs, which may cause customers to switch banks. In addition, the study attempted to find out whether there is any correlation between perception of service quality of ATMs and the frequency of their usage. The instrument, which was used to test four hypotheses, had both reliability and validity. The results showed that, first, there was not a positive correlation between level of service quality and frequency of usage. Second, the level of ATM service quality was inversely related to the likelihood to switch banks. Third, ATM breakdowns, in comparison with other types of ATM problem, were not significantly more likely to cause a switch of bank. Lastly, switching was more likely to be caused by poor service quality not related to ATMs.
Nanyang Technological University