CUSTOMER SATISFACTION TOWARDS TECHNOLOGY

In Pakistan a tremendous rise in the usage of ATM has been seen. This could be because of more ATMs installed in near by vicinity and the interconnectivity of all banks also facilitates customers to withdraw cash from ATMs of other banks. Present study was conducted in which Quantitative data was collected through Questionnaires and interviews from Telecom sector, Entrepreneurs and Universities. Qualitative data was collected through past literature and bank reports. Review of the literature and 80% respondents suggested that only Factors: Benefit and Relationship have a positive impact on customer satisfaction. It was also investigated that customers of different age groups, Education level and Occupation view technology differently,according to their usage and need. Current research proposes a conceptual model that can be used by the organizations for exploring the customer satisfaction towards technology.

Autorentext

Kausar Fiaz Khawaja is a PhD candidate(TM), and earned MS(TM) and MBA(ITM) degree from International Islamic University. Her research interest focuses on issues related to Information system and Technology adoption. Currently she is working as a Lecturer in the Faculty of Management Sciences at the International Islamic University, Islamabad.