| dc.description.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. | en_US |
