An Innovative ATM Cardless Withdrawal Service: Need of Today for Better Tomorrow

Abstract

The current state of the global environment is characterized by an increasing predominance of interactions and transactions facilitated by technological advancements. The recent period has witnessed a substantial increase in customers' propensity to embrace self-service technologies. Hence, the objective of this study is to investigate the impact of service quality provided by self-service technologies, specifically ATM-Cardless Withdrawal, on customer satisfaction and loyalty in the retail banking sector in India and to examine the moderating influence of social distance on the relationship between customer satisfaction and customer loyalty. The two-stage partial least squares structural equation modeling (PLS-SEM) approach was used to assess the conceptual framework and proposed relationships. Within the realm of retail banking, there exists a dearth of empirical inquiry that explores the potential moderating impact of individuals' attitudes towards social distancing on the association between customer satisfaction and service quality, particularly in the post-COVID-19 era.