ATM
The New Horizon of E-Banking
Keywords:
ATM, SQ, Customers’ satisfaction, BSQ, EBS, LPGAbstract
In today’s world, technology echnology has been used as strategy to win market and customers, which has changed the pattern of almost all the organizations in performing their business. The Indian banking industry is not an exception of it. With the advent and application of Information Technology (IT) the banking sector is becoming more and more innovative delivering a good competitive and better Service Quality (SQ) to their customers. It puts both the banks and the customers in a win-win situation. The present study aims at understanding the role of ATM (Automated Teller Machine ) and its influence on the service quality level provided by various commercial banks in Odisha, and the paper concludes that ATM has become an integral part to the customers in the banking industry and it will continue as more progress and innovations are made in IT sector. It is mainly based on data, collected from the banking customers in different commercial banks of Odisha. Hence the findings of this research will help the banks in Ethiopia also to establish a customer oriented strategy to retain their customers’ satisfaction in future. The methodologies used for this research involved interviews with bank customers and bank managers of the case study banks and administrations of questionnaires to a number of bank customers in Odisha. To investigate in the real-time scenario we have taken the case study of some Commercial banks limited within Odisha in order to understand “why” some prefer the use of ATM and some are not, and how it influences the BSQ level.
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