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Student evaluation of e‐service quality criteria in Uganda: the case of automatic teller machines

Student evaluation of e‐service quality criteria in Uganda: the case of automatic teller machines Purpose – This study aims to identify the most important e‐service quality evaluation dimensions in an emerging market context, focusing specifically on automatic teller machines (ATMs). Design/methodology/approach – The study employs a triangulation approach, using both qualitative and quantitative methods based on a convenience sample composed mainly of students at Uganda Christian University. Instrument development was based on the results of a qualitative study. The psychometric properties of this instrument were assessed using exploratory factor analysis followed by cross‐validation using confirmatory factor analysis. This was followed by hierarchical linear regression to identify the most important dimensions of e‐service quality. Findings – The study establishes that tangibles, card issues, reliability and location are the most important student service quality evaluation dimensions of ATMs in Uganda. Research limitations/implications – The study utilized a convenience sample of mainly college age students; however, many of them are working and engaged in business activities. Practical implications – Managers should consider the identified dimensions when designing an ATM network to encourage usage of ATM facilities and decongest their banks. Originality/value – This study is one of the few of its nature in an emerging market context. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Emerging Markets Emerald Publishing

Student evaluation of e‐service quality criteria in Uganda: the case of automatic teller machines

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References (88)

Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
1746-8809
DOI
10.1108/17468801111144049
Publisher site
See Article on Publisher Site

Abstract

Purpose – This study aims to identify the most important e‐service quality evaluation dimensions in an emerging market context, focusing specifically on automatic teller machines (ATMs). Design/methodology/approach – The study employs a triangulation approach, using both qualitative and quantitative methods based on a convenience sample composed mainly of students at Uganda Christian University. Instrument development was based on the results of a qualitative study. The psychometric properties of this instrument were assessed using exploratory factor analysis followed by cross‐validation using confirmatory factor analysis. This was followed by hierarchical linear regression to identify the most important dimensions of e‐service quality. Findings – The study establishes that tangibles, card issues, reliability and location are the most important student service quality evaluation dimensions of ATMs in Uganda. Research limitations/implications – The study utilized a convenience sample of mainly college age students; however, many of them are working and engaged in business activities. Practical implications – Managers should consider the identified dimensions when designing an ATM network to encourage usage of ATM facilities and decongest their banks. Originality/value – This study is one of the few of its nature in an emerging market context.

Journal

International Journal of Emerging Markets – Emerald Publishing

Published: Jul 5, 2011

Keywords: E‐service quality; Evaluation criteria; Customer satisfaction; ATM; Uganda

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