A STUDY ON CUSTOMER SATISFACTION WITH THE ATMS OF SBI AND ICICI BANK AND ROLE OF ATMS FOR A GREENER ENVIRONMENT

Alapati, Varalakshmi and Nayak, Shruthi V (2015) A STUDY ON CUSTOMER SATISFACTION WITH THE ATMS OF SBI AND ICICI BANK AND ROLE OF ATMS FOR A GREENER ENVIRONMENT. International Journal in Commerce, IT & Social Sciences, 2 (1). pp. 11-37. ISSN 3394- 5702

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Abstract

Care for the environment has been a major consideration among production companies for several decades. Roughly, banks started devoting attention to this matter only halfway into the 1990s. Sustainable development is a development that meets the needs of the present without compromising the ability of future generations to meet their own needs. In banking industry, e-services are modifying the way business is conducted. Electronic based business models are replacing conventional banking systems and almost all banks are rethinking business process designs and customer relationship management strategies.Indian banking scenario underwent a dramatic changes after the implementation of the new economic policy that triggered out the economy in rapid speed. Banks have equipped themselves immensely with the help of IT development in providing the services in better way to its customers. The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customers’ satisfaction with quality of services expected by them. This paper explores the significant dimensions of ATM (automatic teller machine) service quality and its effect on customer satisfaction. A Questionnaire was used to collect the data from a convenient sample of customers of SBI and ICICI bank too.A few inputs relating to the contribution of ATMs towards being environmental friendly have also been discussed.

Item Type: Article
Uncontrolled Keywords: ATMs (Automatic Teller Machines), evolution, customer satisfaction, customer needs,environment.
Subjects: Departments at MU > Commerce
Depositing User: MIM User
Date Deposited: 22 Jul 2015 10:37
Last Modified: 23 Jul 2015 05:54
URI: http://eprints.manipal.edu/id/eprint/143498

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