Impact of ATM service quality on customer relationship – An empirical study

The study attempts to find the service quality gap of Automatic Teller Machine (ATM) in Erode District of Tamil Nadu. The data was collected from the ATM users of banks through questionnaire. Furthermore, this study attempts to find the impact of different dimensions of ATM service quality on customer relationship. Statistical techniques such as Chi-Square, Multiple Regression, Mean Score and Factor Analysis has been administrated in the study to draw the conclusion. The results of factor Analysis results in seven dimensions of ATM service quality, namely reliability, convenience for use, fulfillment, responsiveness, location, security and trust. The study also proved that there is a impact on fulfillment and caring aspects of ATM service quality and customer relationship. The identification of customer perception of ATM service quality will help the bank manager to frame suitable polices regarding ATM related services.