Atm Services

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IMSM-R Department of Economics

Balasubrahmanyam Annam Narasimha rao Yallapragada

Understanding Customer Attitudes towards
TECHNOLOGY-BASED SELF-SERVICE
A case study on ATMs

Masters Thesis Masters in Service Management Research

Date/Term: Supervisor:

2006/ Spring

Lars Haglund,
Pro-Vice Chancellor

Karlstads universitet 651 88 Karlstad Tfn 054-700 10 00 Fax 054-700 14 60 Information@kau.se www.kau.se

ACKNOWLEDGEMENT
Over the past years we’ve been inspired and encouraged by a lot of people around us, especially professors, co-students and friends. It has been a great pleasure working with them. This master thesis has been written in a part of International Masters in Service Management Research (IMSM-R) program, Economics Department, Karlstad University during term 2004-2005.

First of all, we thank Almighty. Without HIS strength this paper does not exist.

We wish to express our deepest gratitude to Lars Haglund, Pro-Vice Chancellor, Karlstad University for his valuable guidance and support during the thesis writing. Without his valuable comments and suggestions, the thesis writing could have been more difficult to complete.

We also like to thank Erik Sundstrom, Economics Department, Karlstad University for his guidance and support during the whole process of the thesis writing.

We would like to thank Professor Markus Fellesson, Economics Department, Karlstad University for his valuable guidance and support in IMSM-R program.

We would like to thank each and everyone who supported and co-operated us in this IMSM-R program.

A special thanks to our greatest source of inspiration and encouragement from Parents, Friends and Well wishers. Thank you for everything!

Finally, we thank Karlstad University for providing us a truly inspiring and relaxed environment for studies.

2

ABSTRACT
In the present society technological innovations are playing significant role in every phase of human life, human interaction with



References: Berkley, B. J. & Gupta, A. (1995) Identifying the information requirements to deliver quality service. International Journal of Service Industry Management 6: 16-35 Berry, L Bitner, M. J (1990), Evaluating Service Encounters: The Effects of physical surroundings and Employee Responses. Journal of Marketing 54: 69-82 Blumberg, D Bowen, D. E. (1986), Managing customers as human resources in service organizations. Human Resource Management 25: 371-383 Creswell J.W., 1994 Dabholkar, Pratibha A. (1990), Developments in Marketing Science, vol. 13, Academy of Marketing Science “How to Improve Perceived Service Quality by Increasing Customer Participation” 56 Dabholkar, Pratibha A. (1991b) ‘‘Using Technology-Based Self-Service options to Improve Perceived Quality’’. Dabholkar, Pratibha A. (1993), Customer Satisfaction and Service Quality; Two constructs or one? American Marketing Association, Summer 1993: 10-18. Dabholkar, Pratibha A.(1994),‘‘Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies’’. Advances in Service Marketing and Management 4: 241-271 Dabholkar, Pratibha A Dabholkar, Pratibha A. (1996), ‘‘Consumer Evaluations of New Technology-Based SelfService options: An Investigation of Alternative models of Service Quality,’’ International Journal of Research in Marketing 13(1), 29-51. Dabholkar, Pratibha A., Sheperd, C. D. & Thorpe, D. I. (2000), A comprehensive framework for service quality: An investigation of Critical conceptual and measurement issue through a longitudinal study. Journal of Retailing 76(2) 139-173 Dane, C.F Gronroos, C. (1993), towards a Third Phase in Service Quality Research: Challenges and future directions, Advances in Service Marketing and Management 2: 49-64 Gronroos, C Lovelock, C. H. (1995), Technology, Servant or Master in the delivery of services. Advances in Services Marketing and Management 4: 63-90. Levitt, T (1976) The industrialization of service, Harvard Business Review, Sept-Oct 6374 Meuter, Mathew L Meuter, M. L, Ostrom, A. L, Roundtree, R. L. & Bitner, M. J. (2000), Self-service Technologies: understanding customer satisfaction with technology-based encounters. Journal of Marketing, July 64: 50-64. Parasuraman, A., Zeithmal, V. A & Berry, L.L. (1985), A conceptual model of service quality and its implications for further research. Journal of Marketing, Fall 49: 41-50 Quinn, J Rogers, E.M, (1995) Diffusion of innovations, New York, Free press. Ram, S (1989), Successful innovation using strategies to reduce consumer resistance, an empirical test. Journal of Product Innovation Management 6: 20-34 Ram, S Taylor, S. A. & Baker, T. L. (1994), an assessment of the relationship between service quality and consumer satisfaction in the formation of consumers’ purchase intentions. Journal of retailing, Vol. 70, No-2. Teresa A. Swartz and Dawn Iacobucci (2000). “Hand Book of Services Marketing & Management” Thousand Oaks, Calif; Sage, London Toffler Alvin (1980) The third wave Collins, London Valarie A Wallström, Å. (2002) Industrial Buying Behavior of Large Swedish Firms - Case Studies of the Purchase of Educational Services. Lulea University of technology, Luleå, Sweden Yin, K.Y

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