A Study On The Problem Of Counter Service In Bank Pertanian Malaysia, Sibu Branch / Mike Marthenson Jalang Bundai

The research was conducted with its main objective to identify the problems of counter service in Bank Pertanian Malaysia (BPM), Sibu Branch.
The area of the study was confined to the population in Sibu Division only, whereas the research sample comprised of the existing customers of BPM, Sibu Branch. The sampling size for this study was 130, and considered a representation of the population. In this study, a descriptive research design was used and structured questionnaires were distributed personally to the targeted respondents by the researcher. The purpose of doing so was to ensure a fair representation from various levels of employment from all sectors. Besides that, informal personal interviews were also conducted with the Branch Manager of Bank Pertanian Malaysia, Sibu Branch, Bank’s customers to verify some pertinent information that has a significant relationship with the objectives of this study. The findings of the study revealed that the main problems of counter service BPM, Sibu Branch were inadequacy of counter to serve the customers, and long queue in the banking hall especially during 3rd and 4th of the month. In order to mitigate and overcome these problems the researcher recommended that BPM, Sibu should create additional counter and introduce Queue Management System to better regulate the process of service delivery.