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The Distribution of Individuals Based On

This study analyzed customer satisfaction with ATM services using a survey of 47 respondents. Key findings include: the majority of respondents were males aged 21-25; reliability and assurance were the most important dimensions of ATM service quality; reliability had the highest mean satisfaction score; and a t-test found that all ATM service quality dimensions met the neutral satisfaction level of 3, rejecting the null hypothesis. Limitations were a convenience sample from one institution and bank, a small sample size, and not including qualitative data.

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24 views1 page

The Distribution of Individuals Based On

This study analyzed customer satisfaction with ATM services using a survey of 47 respondents. Key findings include: the majority of respondents were males aged 21-25; reliability and assurance were the most important dimensions of ATM service quality; reliability had the highest mean satisfaction score; and a t-test found that all ATM service quality dimensions met the neutral satisfaction level of 3, rejecting the null hypothesis. Limitations were a convenience sample from one institution and bank, a small sample size, and not including qualitative data.

Uploaded by

Aryan
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Findings and Discussions

1. The Age Group Distribution among 49 responses which were recorded during the
primary data collection was 24 for 21-25 years old people (Highest) and 5 for 15-20
years old people (Lowest)
2. The Distribution of Sex was as follows: 65% Males and 35% Females
3. The usage of ATM were recorded as 96% against only 4% who do not use the ATM
4. The distribution of individuals based on Educational Qualification were as follows: 22
Post Graduates (Highest), 15 Graduates, 6 Higher Secondary, 3 each for Below Higher
secondary and PHD
5. The distribution of most important dimensions based on the responses were recorded as
highest for Reliability (7) and Assurance (7) and security as the lowest (3)
6. We have used the Likert scale where the max range was 5 and the min range was 1;
wherein the Mean satisfaction score was the highest for Reliability at 3.81, followed by
Tangibles at 3.74, Assurance at 3.7, Discipline at 3.57, Ease of service at 3.53, Security
at 3.32 and Empathy as 3.30.
7. At 5% level of significance and 95% level of confidence the hypothesis was tested. The
test value was picked as 3 as the customer satisfaction level was neutral at 3; degree of
freedom (df) =46 and Level of significance = 0.05
8. One-sample t-test for ATM Services: Sample size (N) = 47, degree of freedom (df) = 47
-1 = 46, Level of significance = 0.05, So it is proved that for all the dimensions of service
quality of ATM, H0 is rejected. Hence ATM offers service quality to the customers
Limitations of the study
1. The study used a convenience sample rather than a random sample.
2. Second, the study utilized a small sample made principally of students in only single
academic institution
3. Sample size was restricted to the clients of State Bank of India, Patna.
4. Time played an essential imperative in the examination.
5. The approached used only quantitative information to approve the study, barring the
qualitative information.
6. Biasness in the respondents reaction can not be precluded

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