A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli

This paper was drawn on customer satisfaction in the aspect ofservices. The aim ofthe study is to determine the level of customer satisfaction of CIMB BANK with regard to its Automated Teller Machine (Atms) as a service provider. The study investigates significant dimensions of ATM ( Automated Telle...

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Main Author:	Eli, Othman
Format:	Thesis
Language:	English
Published:	2011
Subjects:	H Social Sciences (General)
Online Access:	https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf
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id	my-uitm-ir.92694
record_format	uketd_dc
spelling	my-uitm-ir.926942024-03-22T07:34:13Z A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli 2011 Eli, Othman H Social Sciences (General) Study and teaching. Research This paper was drawn on customer satisfaction in the aspect ofservices. The aim ofthe study is to determine the level of customer satisfaction of CIMB BANK with regard to its Automated Teller Machine (Atms) as a service provider. The study investigates significant dimensions of ATM ( Automated Teller Machine) service quality and its effect on customer satisfaction. Questionnaire was used to collect data from a convenience sample of 85 respondents of CIMB branches located at Miri City Regression results indicate that convenience, efficient operation, security and privacy, reliability and responsiveness are significant dimensions of ATM service quality and that ATM service quality positively and significantly contributes toward customer satisfaction. This study also shows that ATM services provided by the banking sectors proved to be a very good means of service because it allows customers to conduct certain transaction at anytime outside banking’s hours and at the convenience oftheir own time. Even though they appears to be factors of security and privatcy of doing ATM transactions, problems of offline and late respond in answering to complaints, customers CIMB Banks indicate that overall they are satisfied with the bank services and indicate that they would continue to use the ATMs service for their transaction 2011 Thesis https://ir.uitm.edu.my/id/eprint/92694/ https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf text en public degree Universiti Teknologi MARA Sarawak Faculty of Business Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	H Social Sciences (General) H Social Sciences (General)
spellingShingle	H Social Sciences (General) H Social Sciences (General) Eli, Othman A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
description	This paper was drawn on customer satisfaction in the aspect ofservices. The aim ofthe study is to determine the level of customer satisfaction of CIMB BANK with regard to its Automated Teller Machine (Atms) as a service provider. The study investigates significant dimensions of ATM ( Automated Teller Machine) service quality and its effect on customer satisfaction. Questionnaire was used to collect data from a convenience sample of 85 respondents of CIMB branches located at Miri City Regression results indicate that convenience, efficient operation, security and privacy, reliability and responsiveness are significant dimensions of ATM service quality and that ATM service quality positively and significantly contributes toward customer satisfaction. This study also shows that ATM services provided by the banking sectors proved to be a very good means of service because it allows customers to conduct certain transaction at anytime outside banking’s hours and at the convenience oftheir own time. Even though they appears to be factors of security and privatcy of doing ATM transactions, problems of offline and late respond in answering to complaints, customers CIMB Banks indicate that overall they are satisfied with the bank services and indicate that they would continue to use the ATMs service for their transaction
format	Thesis
qualification_level	Bachelor degree
author	Eli, Othman
author_facet	Eli, Othman
author_sort	Eli, Othman
title	A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
title_short	A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
title_full	A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
title_fullStr	A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
title_full_unstemmed	A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli
title_sort	study on customer’s satisfaction towards automated teller machine service quality at cimb bank, miri / othman eli
granting_institution	Universiti Teknologi MARA Sarawak
granting_department	Faculty of Business Management
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf
_version_	1804889860002021376

A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli

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