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MOS - Subhrajit

The document summarizes research conducted on customer satisfaction with ATM services. It involved collecting quantitative data through an online questionnaire distributed to students. 49 responses were collected and analyzed using SPSS and Excel. Demographic information was collected along with ratings of tangibles, reliability, responsiveness, assurance, empathy and other dimensions on a scale of 1 to 5. Most respondents were between 21-25 years old and male. Usage of ATMs was high at 96%. Ratings for different dimensions ranged from 3.3 to 3.81 on the 5-point scale. Hypothesis testing found that for all dimensions, customers' satisfaction with ATM services was above the neutral level of 3, indicating that ATMs do offer quality

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39 views9 pages

MOS - Subhrajit

The document summarizes research conducted on customer satisfaction with ATM services. It involved collecting quantitative data through an online questionnaire distributed to students. 49 responses were collected and analyzed using SPSS and Excel. Demographic information was collected along with ratings of tangibles, reliability, responsiveness, assurance, empathy and other dimensions on a scale of 1 to 5. Most respondents were between 21-25 years old and male. Usage of ATMs was high at 96%. Ratings for different dimensions ranged from 3.3 to 3.81 on the 5-point scale. Hypothesis testing found that for all dimensions, customers' satisfaction with ATM services was above the neutral level of 3, indicating that ATMs do offer quality

Uploaded by

Aryan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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RESEARCH METHODOLOGY:

Research method involved collection of primary data which was quantitative to authenticate the
study. Questionnaire was prepared and floated among students in social media platforms in this
unprecedented situation of Covid-19. Convenience sampling method was used to collect 49
responses in the process. All the questions in the google form were mandatory to answer which
made the data more precise. SPSS and Microsoft excel were used to analyze the data.
Demographic details of the respondents were recorded along with the service quality of
ATM. To measure the service satisfaction level SERQUAL scale was used. Tangibles,
reliability, responsiveness, assurance and empathy are the 5 dimension of this scale. Discipline,
Location, Ease of service and Security were also added based on the responses of the students
during primary data collection.
The satisfaction level of the service quality of ATM was recorded for each dimension. Likert
scale was used for that in the range of 1 to 5.
Points of Scale Score
Highly Satisfied 5
Satisfied 4
Neutral 3
Dissatisfied 2
Highly 1
Dissatisfied

DATA ANALYSIS:
49 responses were recorded during the primary data collection during the span of 1 week starting
from 20th September 2020 to 27th September 2020.
This is the distribution of individuals based on age groups:

A ge gr oup distr ibuti on


30

25
24
20

15
13
10

5 7
5

0
15-20 years 21-25 years 26-30 years 30+ years
This is the distribution of individuals based on sex:

Distribution of Sex

Male
35%
Female

65%

This is the ATM usage percentage among the respondents:

Usage of ATM

4%
Uses ATM
Does not use ATM

96%
This is the distribution of individuals based on Educational Qualification:

Educational Qualification

22

15

6
3 3
Below higher Higher Secondary Graduation Post Graduation PHD & Others
secondary

This is the distribution of most important dimensions based on the responses:


Range of satisfaction level
for different dimensions
0–1 Highly Dissatisfied
1–2 Dissatisfied
2–3 Neutral
3–4 Satisfied
4–5 Highly Satisfied

Dimensions Mean satisfaction score Standard deviation


Tangibles 3.74 1.151
Reliability 3.81 0.947
Responsiveness 3.57 1.156
Assurance 3.7 1.082
Empathy 3.3 1.159
Discipline 3.57 1.078
Location 3.47 1.018
Ease of service 3.53 1.018
Security 3.32 1.27

HYPOTHESIS TESTING:

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.

Null hypothesis (H0) = μ = 3.0 (ATM does not offer service quality to the customer)
Alternative hypothesis (H1) = μ > 3.0 (ATM offers service quality to the customers)

The hypothesis were tested individually for all 9 dimensions of ATM services.
Sample size (N) = 47

degree of freedom (df) = 47 -1 = 46

Level of significance = 0.05


α = .05
Tangibility

Reliability
Responsiveness

Assurance
Empathy

Discipline
Location

Ease of service
Security

One-sample t-test for ATM Services


Sample size (N) = 47
degree of freedom (df) = 47 -1 = 46

Level of significance = 0.05


α = .05
Test value = 3
Dimensions t (Sample df sig. Decision
value) (2-tailed)
Tangibles 22.305 46 0.000 p value < α Reject H0
Reliability 27.563 46 0.000 p value < α Reject H0
Responsiveness 21.195 46 0.000 p value < α Reject H0
Assurance 23.462 46 0.000 p value < α Reject H0
Empathy 19.501 46 0.000 p value < α Reject H0
Discipline 22.725 46 0.000 p value < α Reject H0
Location 23.348 46 0.000 p value < α Reject H0
Ease of service 23.778 46 0.000 p value < α Reject H0
Security 17.915 46 0.000 p value < α Reject H0

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.

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