Atm Services

IMSM-R Department of Economics

Balasubrahmanyam Annam Narasimha rao Yallapragada

Understanding Customer Attitudes towards
TECHNOLOGY-BASED SELF-SERVICE
A case study on ATMs

Masters Thesis Masters in Service Management Research

Date/Term: Supervisor:

2006/ Spring

Lars Haglund,
Pro-Vice Chancellor

Karlstads universitet 651 88 Karlstad Tfn 054-700 10 00 Fax [phone] [e-mail] www.kau.se

ACKNOWLEDGEMENT
Over the past years we’ve been inspired and encouraged by a lot of people around us, especially professors, co-students and friends. It has been a great pleasure working with them. This master thesis has been written in a part of International Masters in Service Management Research (IMSM-R) program, Economics Department, Karlstad University during term 2004-2005.

First of all, we thank Almighty. Without HIS strength this paper does not exist.

We wish to express our deepest gratitude to Lars Haglund, Pro-Vice Chancellor, Karlstad University for his valuable guidance and support during the thesis writing. Without his valuable comments and suggestions, the thesis writing could have been more difficult to complete.

We also like to thank Erik Sundstrom, Economics Department, Karlstad University for his guidance and support during the whole process of the thesis writing.

We would like to thank Professor Markus Fellesson, Economics Department, Karlstad University for his valuable guidance and support in IMSM-R program.

We would like to thank each and everyone who supported and co-operated us in this IMSM-R program.

A special thanks to our greatest source of inspiration and encouragement from Parents, Friends and Well wishers. Thank you for everything!

Finally, we thank Karlstad University for providing us a truly inspiring and relaxed environment for studies.

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ABSTRACT
In the present society technological innovations are playing significant role in every phase of human life, human interaction with

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