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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)
Study and teaching. Research
Online Access:https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf
https://ir.uitm.edu.my/id/eprint/92694/
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spelling my.uitm.ir.926942024-03-22T07:34:13Z https://ir.uitm.edu.my/id/eprint/92694/ A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli 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 NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf A study on customer’s satisfaction towards automated teller machine service quality at CIMB Bank, Miri / Othman Eli. (2011) Degree thesis, thesis, Universiti Teknologi MARA Sarawak.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic H Social Sciences (General)
Study and teaching. Research
spellingShingle H Social Sciences (General)
Study and teaching. Research
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
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
publishDate 2011
url https://ir.uitm.edu.my/id/eprint/92694/1/92694.pdf
https://ir.uitm.edu.my/id/eprint/92694/
_version_ 1794641517901512704
score 13.211869

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