Sustainability Based Service Quality Approach for Automated Teller Machine Network

The article presents the self-service systems quality management and evaluation framework. The framework describes three groups of imperatives aimed to ensure sustainable service provision for self-service banking clients by increasing quality of the operational, re- source and marketing services. As the outcome of the research, based on principal components analysis, we present three factors for evaluation operational service quality for automated teller machine network: ATM replenishment specifics, ATM service quality delivery and ATM ser- vice delivery structure.