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

This paper was drawn on customer satisfaction in the aspect of services. The aim of the 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 of their 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.