{"id":"https://openalex.org/W1974167718","doi":"https://doi.org/10.4018/ijsds.2013100102","title":"An Empirical Study to Identify the Factors Influencing the Customer Satisfaction of ATMs in India","display_name":"An Empirical Study to Identify the Factors Influencing the Customer Satisfaction of ATMs in India","publication_year":2013,"publication_date":"2013-10-01","ids":{"openalex":"https://openalex.org/W1974167718","doi":"https://doi.org/10.4018/ijsds.2013100102","mag":"1974167718"},"language":"en","primary_location":{"id":"doi:10.4018/ijsds.2013100102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijsds.2013100102","pdf_url":null,"source":{"id":"https://openalex.org/S11317544","display_name":"International Journal of Strategic Decision Sciences","issn_l":"1947-8569","issn":["1947-8569","1947-8577"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Strategic Decision Sciences","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5043706627","display_name":"R. Muthu Kumar","orcid":null},"institutions":[{"id":"https://openalex.org/I114845381","display_name":"National Institute of Technology Calicut","ror":"https://ror.org/03yyd7552","country_code":"IN","type":"education","lineage":["https://openalex.org/I114845381"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"R. Muthu Kumar","raw_affiliation_strings":["Department of Mechanical Engineering, National Institute of Technology Calicut, Kerala, India","Department of Mechanical Engineering, National Institute of Technology, Calicut, Kerala, India"],"affiliations":[{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute of Technology Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]},{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute of Technology, Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5042105127","display_name":"G. Varaprasad","orcid":null},"institutions":[{"id":"https://openalex.org/I114845381","display_name":"National Institute of Technology Calicut","ror":"https://ror.org/03yyd7552","country_code":"IN","type":"education","lineage":["https://openalex.org/I114845381"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"G. Varaprasad","raw_affiliation_strings":["Department of Mechanical Engineering, National Institute of Technology Calicut, Calicut, Kerala, India","Department of Mechanical Engineering, National Institute Of Technology Calicut, Calicut, Kerala, India"],"affiliations":[{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute of Technology Calicut, Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]},{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute Of Technology Calicut, Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086905600","display_name":"R. Sridharan","orcid":"https://orcid.org/0000-0002-0186-6442"},"institutions":[{"id":"https://openalex.org/I114845381","display_name":"National Institute of Technology Calicut","ror":"https://ror.org/03yyd7552","country_code":"IN","type":"education","lineage":["https://openalex.org/I114845381"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"R. Sridharan","raw_affiliation_strings":["Department of Mechanical Engineering, National Institute of Technology Calicut, Calicut, Kerala, India","Department of Mechanical Engineering, National Institute Of Technology Calicut, Calicut, Kerala, India"],"affiliations":[{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute of Technology Calicut, Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]},{"raw_affiliation_string":"Department of Mechanical Engineering, National Institute Of Technology Calicut, Calicut, Kerala, India","institution_ids":["https://openalex.org/I114845381"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075691927","display_name":"Anandakuttan B. Unnithan","orcid":"https://orcid.org/0000-0001-9183-4913"},"institutions":[{"id":"https://openalex.org/I132357854","display_name":"Indian Institute of Management Kozhikode","ror":"https://ror.org/03m1xdc36","country_code":"IN","type":"education","lineage":["https://openalex.org/I132357854"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Anandakuttan B. Unnithan","raw_affiliation_strings":["Department of Marketing Management, Indian Institute of Management Kozhikode, Calicut, Kerala, India","Department of Marketing Management, Indian Institute of Management Kozhikode, Calicut, Kerala, India#TAB#"],"affiliations":[{"raw_affiliation_string":"Department of Marketing Management, Indian Institute of Management Kozhikode, Calicut, Kerala, India","institution_ids":["https://openalex.org/I132357854"]},{"raw_affiliation_string":"Department of Marketing Management, Indian Institute of Management Kozhikode, Calicut, Kerala, India#TAB#","institution_ids":["https://openalex.org/I132357854"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5043706627"],"corresponding_institution_ids":["https://openalex.org/I114845381"],"apc_list":null,"apc_paid":null,"fwci":0.9846,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.82515776,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":96},"biblio":{"volume":"4","issue":"4","first_page":"25","last_page":"40"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.809197187423706},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6337490081787109},{"id":"https://openalex.org/keywords/payment","display_name":"Payment","score":0.5749271512031555},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5622053742408752},{"id":"https://openalex.org/keywords/database-transaction","display_name":"Database transaction","score":0.5450438261032104},{"id":"https://openalex.org/keywords/cash","display_name":"Cash","score":0.4968116581439972},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4793468415737152},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.4334872364997864},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2516248822212219},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.14855718612670898},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.13631439208984375},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.09807845950126648},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.09582322835922241}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.809197187423706},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6337490081787109},{"id":"https://openalex.org/C145097563","wikidata":"https://www.wikidata.org/wiki/Q1148747","display_name":"Payment","level":2,"score":0.5749271512031555},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5622053742408752},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.5450438261032104},{"id":"https://openalex.org/C2778083465","wikidata":"https://www.wikidata.org/wiki/Q693464","display_name":"Cash","level":2,"score":0.4968116581439972},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4793468415737152},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4334872364997864},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2516248822212219},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.14855718612670898},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.13631439208984375},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.09807845950126648},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.09582322835922241},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijsds.2013100102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijsds.2013100102","pdf_url":null,"source":{"id":"https://openalex.org/S11317544","display_name":"International Journal of Strategic Decision Sciences","issn_l":"1947-8569","issn":["1947-8569","1947-8577"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Strategic Decision Sciences","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jsds00:v:4:y:2013:i:4:p:25-40","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/ijsds.2013100102","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W1486267599","https://openalex.org/W1587873035","https://openalex.org/W1954663826","https://openalex.org/W1955293229","https://openalex.org/W1964434121","https://openalex.org/W1975778261","https://openalex.org/W1983070796","https://openalex.org/W1985127367","https://openalex.org/W1999943252","https://openalex.org/W2014785764","https://openalex.org/W2018799178","https://openalex.org/W2032343616","https://openalex.org/W2039272922","https://openalex.org/W2059896764","https://openalex.org/W2063918321","https://openalex.org/W2064648688","https://openalex.org/W2068484801","https://openalex.org/W2078625049","https://openalex.org/W2087222490","https://openalex.org/W2087913510","https://openalex.org/W2089284195","https://openalex.org/W2106611382","https://openalex.org/W2134998219","https://openalex.org/W2156736254","https://openalex.org/W2161651605","https://openalex.org/W2340698239","https://openalex.org/W2478366008","https://openalex.org/W2705410388","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W342241368","https://openalex.org/W1815903729","https://openalex.org/W2619218606","https://openalex.org/W2933038911","https://openalex.org/W2262119830","https://openalex.org/W2059272164","https://openalex.org/W4322194723","https://openalex.org/W2916474390","https://openalex.org/W2953262589","https://openalex.org/W3112721924"],"abstract_inverted_index":{"This":[0],"exploratory":[1],"study":[2],"aims":[3],"at":[4],"identifying":[5],"the":[6,18,81,84,96,102],"influencing":[7],"factors":[8,34,87,97],"of":[9,12,32,45,49,62,107,132],"customer":[10,89,103,130],"satisfaction":[11,104,131],"Automated":[13],"Teller":[14],"Machines":[15],"(ATMs).":[16],"From":[17],"literature":[19],"review":[20],"and":[21,47,88,105,119],"experts\u2019":[22],"suggestions,":[23],"a":[24,60,126],"research":[25],"model":[26],"has":[27,64,112],"been":[28,65,74],"developed":[29],"which":[30,56],"consists":[31],"six":[33,85],"namely":[35],"cash":[36],"availability,":[37],"transaction":[38,120],"speed,":[39],"long":[40,110],"queue,":[41],"perceived":[42],"quality,":[43],"ease":[44],"use":[46],"ease/certainty":[48],"fee":[50],"payment.":[51],"A":[52],"newly":[53],"designed":[54],"questionnaire":[55],"was":[57],"pre-tested":[58],"on":[59,129],"group":[61],"customers":[63],"used":[66],"for":[67],"data":[68,72],"collection.":[69],"The":[70,91],"validated":[71],"have":[73,125],"analyzed":[75],"using":[76],"regression":[77],"analysis":[78],"to":[79,100,124],"establish":[80],"relationship":[82],"between":[83],"independent":[86],"satisfaction.":[90],"results":[92],"reveal":[93],"that":[94],"all":[95],"are":[98,122],"found":[99,123],"influence":[101,128],"out":[106],"six,":[108],"only":[109],"queue":[111],"negative":[113],"effects":[114],"as":[115],"hypothesized.":[116],"Cash":[117],"availability":[118],"speed":[121],"strong":[127],"ATMs.":[133]},"counts_by_year":[{"year":2016,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
