Retail customers’ utilization of bank kiosk among selected private sector banks in coimbatore

• Main Authors: Padmaavathy, P.A., Manoharan, Geetha, Billa, Pavankumar, Purushottamashtikar, Sunitha, Selvaraj, Franklinjohn, Razak, Abdul
• Format: Conference Proceeding
• Language: English
• Subjects: Customer satisfaction; Customer services; Random sampling
• ISSN: 0094-243X; 1551-7616
• DOI: 10.1063/5.0195935

Customer-performed services enabled by self-service innovations encompass a wide range of automated tasks. Clients can make their own administration with the help of the cutting-edge interfaces without the need for a middleman. Dissatisfaction with the product’s conformity to one’s expectations can be measured as customer loyalty. Financial institutions need to put more money into tools that improve customer service and retention. When upgrading or purchasing new computer systems, financial institutions should prioritize customer satisfaction. Furthermore, the use of Customer Relationship Models and other service efficiency enhancements can be achieved through policy re-engineering and modification at financial institutions. This research suggests and validates a holistic method for understanding the factors that motivate retail customers to make use of KIOSK services at certain private sector banks in Coimbatore. To achieve these ends, data from 1,080 customers of select banks was collected. Selectees are chosen using a stratified proportional random sampling technique.