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Anputhasan, V.
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Economics, Econometrics & Finance

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E-Service Quality and Customer Satisfaction: With Reference to Atm Services of State Banks in Sri Lanka Ali, M. S. Ishar; Tony, J. Resi; Anputhasan, V.
International Journal on Economics, Finance and Sustainable Development Vol. 4 No. 6 (2022): IJEFSD
Publisher : Research Parks Publishers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31149/ijefsd.v4i6.3149

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.
Co-Authors Ali, M. S. Ishar Tony, J. Resi