Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
Purpose - The purpose of this paper is to investigate the factor affecting the level of customer satisfaction, to understand the customer satisfaction and identify the perception of customer towards service quality provided by the bank using ATM services. This paper hopes to understand the customer...
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| Format: | Thesis |
| Language: | English |
| Published: |
2011
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/92695/1/92695.pdf |
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| Summary: | Purpose - The purpose of this paper is to investigate the factor affecting the level of customer satisfaction, to understand the customer satisfaction and identify the perception of customer towards service quality provided by the bank using ATM services. This paper hopes to understand the customer satisfaction level on service quality provided by the outstation bank on the usage of ATM service at RHB Bank Lundu. Design/methodology/approach - The study focused on investigate, understand the factors affecting the satisfaction level and educate customers towards achieving customer satisfaction on usage of ATM at RHB Lundu branch. Short, clear and understandable questionnaires were formulated. Targeted respondents are the usage of ATM machine. Questionnaire distributed to user of ATM machine Lundu branch. 100 questionnaires was distributed to respondent but only 75 questionnaires was returned. Respondents were asked on their knowledge and preference level of service delivered by the bank to the ATM user. Findings - The findings show that the seven dimensions such as assurance, reliability, tangibles, empathy, responsiveness, employee behaviour and convenience is the most |
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