Analysis of Customer Satisfaction at ICICI Bank with Special Reference to ATMs

Proceedings of 3rd International Conference on Information and Financial Engineering, Vol.12, 2010

13 Pages Posted: 5 Oct 2011

Date Written: June 10, 2010

Abstract

This study aims at analyzing the satisfaction levels of the customers of ICICI Bank holding ATM cards in Udaipur City with respect to some aspects such as the service quality of ATM personnel, location, sufficient number of ATMs in city, regularity in working of ATMs, their impact on overall performance and their opinions on various other related issues (such as positive and inconvenient features of the ATM, recommendation to improve the service quality etc.). This study is a type of exploratory research using random sampling technique. As the samples were selected on a random basis and it may represent the whole population, and therefore it may prove to be important for the ICICI Bank management to consider the recommendations with due care for being in competitive position for better customer service.

Keywords: Banking, ATMs, Customer Satisfaction, Weighted Average Score

Suggested Citation

Pahwa, Manvinder Singh and Saxena, Karunesh, Analysis of Customer Satisfaction at ICICI Bank with Special Reference to ATMs (June 10, 2010). Proceedings of 3rd International Conference on Information and Financial Engineering, Vol.12, 2010, Available at SSRN: https://ssrn.com/abstract=1939122

Manvinder Singh Pahwa (Contact Author)

Manipal University Jaipur ( email )

VPO - Dehmi Kalan, Tehsil Sanganer
Off Jaipur - Ajmer Expressway
Jaipur, 303007
India

Karunesh Saxena

MLS University ( email )

University Rd
Rajasthan
Udaipur, Rajasthan 313001
India

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