JBRMR
Peer-reviewed academic journal Online ISSN 2056-6271 DOI Prefix https://doi.org/10.24052/JBRMR/ Business, retail management and applied research
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Research Article Volume 10 Issue 3

A study of customer satisfaction on select service dimensions with reference to ATMs and CDMs services in Oman

Syed Ahsan Jamil • Khaliquzzaman Khan

Published 17 Jul 2016 Jul 2016 Author details below

Syed Ahsan Jamil

College of Commerce and Business Administration Dhofar University, Salalah, Oman

Khaliquzzaman Khan

Dhofar University College of Commerce and Business Administration, Sultanate of, Oman

ATM CDM Customer satisfaction Primary data Bank
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Published: 17 Jul 2016

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Abstract

Research summary

In order to provide better services to customers, banks have been using different types of online banking, ATMs, and CDMs. A very large proportion of bank customers use ATMs and CDMs for their routine operations. This study endeavors to gauge the customer satisfaction of ATM and CDM users using six dimensions- accessibility, convenience, efficiency, responsiveness, security & privacy, and reliability. These dimensions were selected based on the literature review and experts’ suggestions. Questionnaire, having closed ended questions only and duly tested in a pilot study, was used for primary data collection. A research model has been developed which consists of the six dimensions as response variables and customer satisfaction as latent variable. Descriptive statistics and structural equation modeling (SEM) technics were applied. The results revealed that all the selected dimensions are found to be significant in influencing the customer satisfaction level.
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Article History

Published 17 Jul 2016

How to Cite

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, Volume 10 Issue 3.

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APA

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, Volume 10 Issue 3.

MLA

Jamil, Syed Ahsan, and Khaliquzzaman Khan. "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, Volume 10 Issue 3, 2016.

Chicago

Syed Ahsan Jamil and Khaliquzzaman Khan. "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 Volume 10 Issue 3 (17 Jul 2016).

Harvard

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, Volume 10 Issue 3

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