Service quality in automated teller machines: an empirical investigation

@inproceedings{Narteh2013ServiceQI,
  title={Service quality in automated teller machines: an empirical investigation},
  author={Bedman Narteh},
  year={2013}
}
Purpose – The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.Design/methods/approach – A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify… CONTINUE READING

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