Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Abstract

Self Service Technology (SST) is a required feature in retail banking industry. The interface facilitates communication between human and machine is important in our daily lives as a result of the swift technology advancement. Automated-Teller Machine (ATM) has been one of the best options for Self Service Terminal in catering retail banking services. The purpose of this study is to examine the current level of ATMs service quality at one of the main ATM service points of a Malaysian bank. The objective of the study is to investigate the relationship between the reliability and responsiveness of ATM services with customer satisfaction and verify the determinants for service enhancement. Data was collected through questionnaire survey of 271 respondents and observations at the service point. Data was analysed using SPSS. Result of survey suggests the relationships of three out of four elements of service quality dimensions (consistency, dependability and timeliness) are important to maximising customer satisfaction.

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