2023
DOI: 10.1016/j.heliyon.2023.e19132
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Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

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Cited by 7 publications
(4 citation statements)
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References 28 publications
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“…Customer loyalty as a deeply held commitment to re-bury or re-protect a preferred customer, product or service consistently in the future, so as to cause repeated purchases of the same brand or the same set of brands, Satisfaction implies an evaluation of the product's acquisition and or consumption experience (Giaoa et al, 2020). Customer satisfaction can be defined as a person's level of pleasure or dissatisfaction derived from comparing the performance of a product with their expectations (Nigatu et al, 2023). Chan et al (2022) in their research explained that customer satisfaction has a significant and positive effect in mediating between e-service quality and customer loyalty.…”
Section: H5 : E-satisfication Has a Positive Effect On E-loyaltymentioning
confidence: 99%
“…Customer loyalty as a deeply held commitment to re-bury or re-protect a preferred customer, product or service consistently in the future, so as to cause repeated purchases of the same brand or the same set of brands, Satisfaction implies an evaluation of the product's acquisition and or consumption experience (Giaoa et al, 2020). Customer satisfaction can be defined as a person's level of pleasure or dissatisfaction derived from comparing the performance of a product with their expectations (Nigatu et al, 2023). Chan et al (2022) in their research explained that customer satisfaction has a significant and positive effect in mediating between e-service quality and customer loyalty.…”
Section: H5 : E-satisfication Has a Positive Effect On E-loyaltymentioning
confidence: 99%
“…The learning orientation is critical to organizational innovation and performance, driving new knowledge and innovation (Eriksson & Heikkilä, 2023). It underpins product success, customer service quality, and profitability (Nigatu, Belete, & Habtie, 2023). As a cultural fundamental, it enhances the adaptability to environmental changes and promotes organizational changes through open-mindedness (Webster, Hall, Hill, See, Simons, Havrlant, & Osten, 2022).…”
Section: Learning Orientationmentioning
confidence: 99%
“…To increase customer satisfaction, companies need to provide added value that can meet or exceed customer expectations (Hartono, 2017). One is by providing good quality services such as ATM services (Nigatu et al, 2023). By understanding and improving the quality of ATM services, MSMEs can increase customer retention, strengthening business relationships in an ever-evolving economic environment (Othman et al, 2021).…”
Section: Introductionmentioning
confidence: 99%
“…(Takenova & Guleva, 2023)It analyzed the ATM network service point placement method, finding results that can be used to develop specific ATM networks, although it is recommended to involve a cost approach method. Research by (Nigatu et al, 2023)found that ATM service quality, especially reliability, contributed positively to customer satisfaction. (Othman et al, 2021)This study highlights the positive impact of after-sales service on service value and customer retention in clothing brands in China, although it has geographic and sector coverage limitations.…”
Section: Introductionmentioning
confidence: 99%