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PERCEIVED ATM SERVICES QUALITY AND CUSTOMER SATISFACTION OF DUTCH-BANGLA BANK LIMITED (DBBL)
Abstract
The Bangladeshi banking sector over the years has been experiencing significant changes
and development in its Information and Communication Technology. Among the
developments, the introduction of ATM services intended to reduce the number of customers
in the local branch as customers now can go to the closest ATM booth to do their banking
transactions, such as withdrawals, bill payments, deposits, and funds transfer. The purpose of
this study was to identify the dimensions of ATM service quality that affected the customer
satisfaction of Dutch-Bangla Bank Limited (DBBL). For conducting this study, quantitative
research method was followed and required data were collected from ATM card holders of
Dutch-Bangla Bank Limited (DBBL) in Patuakhali and Barishal District through
questionnaire from 100 ATM cardholders by using a convenient sampling technique.
Through Pearson correlation analysis and regression analysis, a positive and significant
relationship between efficiency, customer service, technology, tangibility, and security with
customer satisfaction of DBBL were observed. So, it is clear that the customer satisfaction
with ATMs service issatisfactory level in Dutch-Bangla Bank Limited (DBBL)
and development in its Information and Communication Technology. Among the
developments, the introduction of ATM services intended to reduce the number of customers
in the local branch as customers now can go to the closest ATM booth to do their banking
transactions, such as withdrawals, bill payments, deposits, and funds transfer. The purpose of
this study was to identify the dimensions of ATM service quality that affected the customer
satisfaction of Dutch-Bangla Bank Limited (DBBL). For conducting this study, quantitative
research method was followed and required data were collected from ATM card holders of
Dutch-Bangla Bank Limited (DBBL) in Patuakhali and Barishal District through
questionnaire from 100 ATM cardholders by using a convenient sampling technique.
Through Pearson correlation analysis and regression analysis, a positive and significant
relationship between efficiency, customer service, technology, tangibility, and security with
customer satisfaction of DBBL were observed. So, it is clear that the customer satisfaction
with ATMs service issatisfactory level in Dutch-Bangla Bank Limited (DBBL)
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