Measurement of User Satisfaction on ATM Banking in Bangladesh

Abstract

Internet connectivity has made international business to be operated as much as a local business. As businesses become globally interwoven, competitions among organizations become the business of the day. Service quality, therefore, becomes the focal point of every organization in order to attract as many customers as possible. Banking industries have evolved a series of services in order to attract as many customers as they can so as to maximize their profit. Automated teller machine (ATM) among others was one of the services introduced by banks with the objective of providing customers quick access to their finances, as well to reduce the cost of such access. This research investigated the perceived customer satisfaction towards the introduction of an automated teller machine (ATM) in Bangladesh banks. This research covered perceived ease of use, perceived accessibility, and perceived security in order to measure customer satisfaction in relation to ATM service quality. The result indicated that the customers with agreed responses on perceived ease of use and perceived accessibility have a higher mean and standard deviation, while the perceived security responses have a higher mean and standard deviation of disagreed responses.