Satu Kajian terhadap tahap kepuasan pengguna dalam perkhidmatan terminal layan diri yang di sediakan oleh bank-bank : Satu Kajian di sekitar kawasan Johor Bahru.

Abstract

ABSTRACT Increasingly companies are realizing that long term survival is tied to delivering valued products or services that satisfy customers’ needs. As the environment in which they operate becomes more competitive, companies are increasingly paying attention to the role of customer satisfaction in customer choices of products and its role in attaining and retaining customers. Technology development particularly in the area of Telecommunications and Information Technology are revolutionizing the way of doing business for banking industry. Automated Teller Machines (ATM’s) which introduced to Malaysia in the early of 1980’s is the beginning of the evolution of electronic banking in Malaysia. Banks can enhance the convenience of banking for their customers and maximizing their business efficiencies through the self-service channel. Today, there are various types of self-service terminals being used by the local banks such as cash deposit machine and cheque deposit machine. It shows that banks is further migrating consumer transactions from the teller line to the self-service channel. Nevertheless, researches show that many consumers prefer to receive a deposit slip from a teller than a machine due to lack of confidence in the system, fear of error, limited availability of funds deposited at the ATM and others. As such, this paper mainly describes the customer satisfaction on the self-service terminal within the vicinity of Johor Bahru. Questionnaires method is used in this research with the sample size of 200 respondent. The analysis method includes frequency, percentage, mean and correlation. In general, the customer satisfaction on the self-service terminal is average good and the deficiencies are on the service empathy and reliability aspects.