Customer satisfaction at counter service in Maybank Tmn Universiti SSC / Nur Rawaida Karni

This study was conducted to identify the factors that will lead to customer satisfaction in Maybank Tmn. Universiti (MTU). In the current scenario of banking industry, the question arises whether the customers are satisfied or otherwise and what are the elements that may lead to the satisfaction or dissatisfaction of customers. For this study, this branch has to focus on customer satisfaction since it has offered many services that are necessitate by customers. Some of the services offered are remittance, savings account, current account, fixed deposits and electronic banking. The objective of this study is to identify the level of customer satisfaction in terms of friendly and courteous staff; fast and efficient service, knowledgeable staff, trustworthiness and confidentiality,responsiveness to customer requests, staff maintaining professionalism and condition of the bank A sample of 62 respondents took part in this study. This study was conducted using descriptive research to discover and determine the characteristics of a population. The population of this study includes all bank customers of MTU. There are two approaches of collecting data were used in this study which are primary and secondary data. The main data is collected using primary data through the distribution of questionnaire. While for secondary data, it was used to provide the starting point for this study and supportive information that cannot be obtained by primary data. The analysis of their responses revealed a certain degree of satisfaction of service given by the bank at counter service. The respondents also gave some suggestion and comments with certain aspects in order to increase their satisfaction to the services given. This research presents the findings of a study on the degree of customer satisfaction at counter service in MTU.