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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Main Author:	Thomas, Moorie
Format:	Thesis
Language:	English
Published:	2011
Subjects:	H Social Sciences (General)
Online Access:	https://ir.uitm.edu.my/id/eprint/92695/1/92695.pdf
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id	my-uitm-ir.92695
record_format	uketd_dc
spelling	my-uitm-ir.926952024-03-22T07:40:59Z Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas 2011 Thomas, Moorie H Social Sciences (General) Study and teaching. Research 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 2011 Thesis https://ir.uitm.edu.my/id/eprint/92695/ https://ir.uitm.edu.my/id/eprint/92695/1/92695.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) Thomas, Moorie Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
description	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
format	Thesis
qualification_level	Bachelor degree
author	Thomas, Moorie
author_facet	Thomas, Moorie
author_sort	Thomas, Moorie
title	Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
title_short	Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
title_full	Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
title_fullStr	Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
title_full_unstemmed	Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas
title_sort	customer satisfaction on rhb bank automated teller machine (atm) at lundu branch / moorie thomas
granting_institution	Universiti Teknologi MARA Sarawak
granting_department	Faculty of Business Management
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/92695/1/92695.pdf
_version_	1804889860248436736

Customer satisfaction on RHB Bank automated teller machine (ATM) At Lundu Branch / Moorie Thomas

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