Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

Nigatu, Abibual Getachew; Belete, Atinkugn Assefa

doi:10.1016/j.heliyon.2023.e19132

Cited by 6 publications

(4 citation statements)

References 28 publications

(41 reference statements)

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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%

The Effect of E-Service Quality and Website Quality on E-Loyalty with E-Satisfication as an Mediating Variable at the Bluder Cokro Company

Febriyanti,

Irmawati

2024

pssh

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The rise of the Indonesian economy after passing through the Covid-19 pandemic, Madiun city specialty food entrepreneurs have a competitive strategy to achieve customer satisfaction so that customer loyalty is maintained in the long term by improving business quality regularly and periodically.This study aims to analyze the effectiveness of e-service quality and website quality on e-loyalty with e-satisfication as a mediating variable at the Cokro bluder company. The number of respondents in this study were 150 respondents who had experience shopping for bluder Cokro products online. The survey of respondents was conducted online using the google form facility so that the technique used to take samples in this study was purposive sampling technique because it was in accordance with certain considerations based on the objectives of this study. The data that has been obtained from respondents then goes through several test stages using the Smart PLS 3.0 program. Outer model there are several tests carried out such as validity test, reliability test and multicollinearity test while the inner model conducts Godness of Fit (Gof) test and hypothesis testing. The results of the analysis explain that e-service quality has a significant positive effect on e-loyalty, e-service quality has a significant positive effect on e-satisfication, website quality has a significant positive effect on e-loyalty, website quality has a significant positive effect on e-satisfication, e-satisfication also has a significant positive effect on e-loyalty so that e-satisfication successfully mediates the relationship between e-service quality and website quality on e-loyalty.

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Section: H5 : E-satisfication Has a Positive Effect On E-loyaltymentioning

confidence: 99%

The Effect of E-Service Quality and Website Quality on E-Loyalty with E-Satisfication as an Mediating Variable at the Bluder Cokro Company

Febriyanti,

Irmawati

2024

pssh

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“…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%

Leveraging Strategic Orientations in Achieving a Competitive Advantage Among Msmes: A Cross-Country Marketing Analysis

Kaniawati,

Sukma,

Oktaviani

2024

JEBIK

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This study aims to understand the extent to which market orientation, learning orientation, and entrepreneurial orientation contribute to the marketing performance of micro, small, and medium enterprises (MSMEs) in Indonesia, Australia (Perth and Canberra), Egypt, and Saudi Arabia, and how competitive advantage mediates the relationships. This quantitative study examined a total of 450 Hands-on Business Community (HBC) members through a stratified random sampling method. The data was analyzed using structural equation modeling – partial least square (SEM-PLS). The results show that all market orientation, learning orientation, entrepreneurial orientation, and competitive advantage have a positive and significant impact on the marketing performance. In addition, the competitive advantage also significantly mediates the impact of these three orientations on the marketing performance. These findings suggest that the MSMEs in Indonesia, Australia (Perth and Canberra), Egypt and Saudi Arabia to invest in market research and employee development, as well as to foster an entrepreneurial mindset, in order to success in dynamic markets. Further, there should be policy measures to support these orientations.JEL: M12, M31, M54.Keywords: market orientation, learning orientation, entrepreneurial orientation, competitive advantage, marketing performance.

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“…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%

Analysis of Atm Service Quality on Customer Retention: Case Study of Msme Atm Users in East Priangan

Sumarni,

Marlina

2024

IJML

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Automation is essential for Micro, Small, and Medium Enterprises (MSMEs) in a competitive business era to understand and implement customer retention strategies to survive and grow. This study aims to describe ATM Service Quality and customer retention among MSMEs using ATMs and analyze the influence of reliability, comfort, safety, convenience, and fulfillment variables on customer retention. The research method uses a quantitative approach with descriptive and exploratory survey methods. The research subjects were SMEs using ATMs in East Priangan, with the research object being ATM service quality and customer retention. Data was collected through questionnaires and observations using random sampling techniques. The statistical analysis results using Partial Least Squares Structural Equation Modeling (PLS-SEM) show high reliability in variable measurement and adequate discriminant validity. The findings indicate that the structural model indicates that reliability and convenience do not significantly affect customer retention, while security and convenience play an essential role. The implication is that it is essential to focus on the security and convenience aspects of ATM services to enhance customer retention strategies amidst intense business competition. These results provide in-depth and relevant insights, supporting the development of effective strategies for MSMEs, increasing the adoption of digital financial services and keeping customers away from the competition. .

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Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

Cited by 6 publications

References 28 publications

The Effect of E-Service Quality and Website Quality on E-Loyalty with E-Satisfication as an Mediating Variable at the Bluder Cokro Company

The Effect of E-Service Quality and Website Quality on E-Loyalty with E-Satisfication as an Mediating Variable at the Bluder Cokro Company

Leveraging Strategic Orientations in Achieving a Competitive Advantage Among Msmes: A Cross-Country Marketing Analysis

Analysis of Atm Service Quality on Customer Retention: Case Study of Msme Atm Users in East Priangan

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