Measuring Mediating Role of Customer Satisfaction in Determining ATM Service Quality and Customer Retention in Banking Sector of Pakistan

Authors

  • Muhammad Adnan Fraz COMSATS University
  • Shahab Alam Malik Dean, Faculty of Economics and Management Sciences, Minhaj University Lahore
  • Asma Shabbir Lecturer, Department of Management Sciences, COMSATS University Islamabad

DOI:

https://doi.org/10.58932/MULE0015

Keywords:

Services quality, Customer Retention, Customer Satisfaction, Banks, ATM, Pakistan

Abstract

This study endeavors to investigate Bank ATM users' view towards perceived service quality and their retention. Mediating role of customer satisfaction was also explored. Ranking of ATM services was also measured.  A cross-sectional research where 378 ATM users of three public sector universities of the capital city of Islamabad, Pakistan participated. Self-administered questionnaires were used for data collection. For mediation Regression analysis in SPSS was used. Results show that Service quality attributes contribute positively and significantly towards customer retention and customer satisfaction. Partial mediation was found in the relationship of service quality attributes and customer retention. The result can be useful for banks in observing and enhancing ATM service quality.

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Published

2023-12-30

How to Cite

Fraz, M. A., Alam Malik, S., & Shabbir, A. (2023). Measuring Mediating Role of Customer Satisfaction in Determining ATM Service Quality and Customer Retention in Banking Sector of Pakistan. Minhaj International Journal of Economics and Organization Sciences, 3(2). https://doi.org/10.58932/MULE0015

Issue

Section

Articles (English)