ATM booth Users’ Satisfaction: A Study on Dinajpur City, Bangladesh

Abstract

The purpose of this study is to identify the factors which affects customers’ satisfaction level on ATM services in Bangladesh, for instance, speed of the ATM, location and number of ATM booth, sufficient amount of cash in the ATM, quality of notes, network capacity, security, safety and privacy of ATM, power backup, manners of guards and their consent to other related issues on ATM services. To carry out this study, a survey was conducted and 200 copies of a structured questionnaire were distributed to the banks’ customers’. Out of these, 196 of first part and 178 of satisfaction measurement factors were returned. Various statistical analytical tools and tests, such as, descriptive analysis, Z-test, and ANOVA test were conducted to test the hypothesis and collected data. The study finds that security/safety/privacy of ATM is ranked number one and represents maximum satisfaction of ATM users. The customers' are satisfied with the PIN (Personal Identification Number) of ATM card and they are also happy with the cash withdrawal accuracy/swiftness, quality of notes, manners of ATM guard, speed of the delivery of ATM cards, power backup of ATM, pay-in-slips in the ATM, Charge/fee/cost of ATM cards, maximum limit of cash withdrawals, sufficient cash in ATM and the overall satisfaction of the customers' represented in the last row which came out to be 3.8539 slightly lower than 4. However, customers' are not satisfied with the sufficient number of ATM booth, network capacity of ATM and complaint book in the ATM.